Front Desk Clerk/Night Audit

At The Richardson Hotel in Buffalo, NY 14213, this Front Desk Clerk/Night Audit role supports a smooth, guest-first experience across arrivals, departures, and overnight operations. You will manage professional front desk and night audit guest services while contributing to key safety, security, and shift closing processes, all with compliant sanitation and safety practices.

With an hourly rate of $20-$22 based on experience and qualifications, you’ll help ensure guests feel welcomed, supported, and well-informed from check-in through check-out.

Front Desk and Guest Service

• Provide courteous, professional service to arriving, departing, and in-house guests with accurate and timely information.
• Greet and welcome guests upon arrival, using guests’ names and maintaining a positive, consistent approach.
• Respond to telephone and in-person inquiries for reservations, hotel information, and guest concerns.
• Register guests into the computer, verifying reservation details, address, and credit information.
• Process payments for guest accounts at registration and at checkout, including cash checks and currency exchange as needed.
• Promote the preferred guest program and provide recognition and benefits to active members.
• Post miscellaneous charges as requested and promptly respond to resolve guest complaints.
• Assist guests with luggage upon arrival and departure.
• Provide helpful information about the local area, the hotel, and available hotel services.
• Handle messages, wake-up calls, mail, and faxes properly.
• Assist with laundry/dry cleaning needs and know of incoming VIPs.

Night Audit and Safety/Security Tasks

• Complete shift closing accurately, including obtaining appropriate approval signatures and authorization codes.
• Maintain a house bank, make a deposit, and prepare an accurate daily report of receipts.
• Issue keys to, and control entrance of, safety deposit boxes while properly handling and accounting for keys.
• Ensure customers establish credit upon check-in and follow established credit and inventory control procedures.
• Verify reservation check-in information including name, address, and method of payment.
• Retrieve proper name and address verification and obtain proper approval codes for cash and credit card paying customers.
• Identify and record special billing instructions and notify accounting.
• Follow safety and security procedures, including knowledge of emergency procedures and security concerns.
• Support a safe working environment by complying with safety programs, Health Department requirements, and job safety analysis.
• Maintain and enforce sanitation laws and safety standards for anyone entering the kitchen and restaurant area.
• Review the communication log book each shift, update it for the next shift, and maintain open communication with each department.
• Report potential sales contacts to the sales department to support protection of guests’ room numbers.

Operations, Revenue Support, and Compliance

• Follow all applicable Company Standard Operating Procedures.
• Perform other assignments as directed by the General Manager.
• Adhere to work rules, procedures, and policies in the associate handbook and other established hotel policies.
• Support revenue by seeking opportunities to sell rooms, including re-rents and last rooms available.
• Have complete knowledge of hotel rooms, function space, restaurant (if applicable), other outlets, and services, including regularly re-stocking and selling pantry items.
• Increase revenues by offering upgraded rooms and promoting hotel amenities and outlets.
• Maintain full understanding of the franchise honors program.
• Greet and seat all guests and ensure a quality dining experience.
• Be available to help other departments in emergency situations.

Requirements

• High school diploma / Secondary qualification or equivalent.
• Opera Cloud experience is preferred.
• Experience with Marriott, Hilton, IHG, Wyndham, or Hyatt processes and standards.
• Must be able to speak, read, write, and understand the primary language(s) used in the workplace; also able to read and write to facilitate communication.
• Good communication skills, both verbal and written; strong basic computational and computer skills.
• Extensive knowledge of the hotel’s services and facilities, plus general knowledge of the city and attractions.
• Most tasks performed indoors with moderate, controlled temperatures.
• Ability to stand and exert well-paced mobility for up to 4 hours; ability to reach other departments in a timely basis.
• Ability to lift up to 20 lbs occasionally.
• Ability to perform tasks involving grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening/hearing, and visual acuity; continuous talking and hearing while communicating with guests and staff.
• Ability to spend extended time viewing a computer screen and use manual dexterity for necessary equipment, including finger dexterity for office equipment.
• Ability to work a flexible schedule including nights, weekends and/or holidays.

Technologies

• Opera Cloud

Benefits

• Hourly rate of pay between $20-$22 based on experience and qualifications.
• Team Driven and Values Based Culture.
• Same-day pay available.
• Employee Assistance Program.
• Career Growth Opportunities/ Manager Training Program.
• Reduced Room Rates throughout the portfolio.
• Third Party Perks (Movie Tickets, Attractions, Other).
• Employee discount.
• Flexible schedule.
• Parental leave.
• Referral program.