Night Audit Agent

The Guest Service Agent/Night Audit is responsible for providing friendly, efficient and hospitable service at the front desk including check-in and check-out service as well as run the night audit process through the PMS system of the resort.

• Complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information to a guest’s reservation and making changes as necessary.
• Complete the nightly audit of the resort through the SMS system
• Verify and swipe credit cards for authorization using electronic acceptance methods and verifying a photo ID at check-in.
• Handle cash, make change and balance an assigned house bank. 
• Accept and record vouchers, traveler checks, and other forms of payment. 
• Post charges to guest suites and house accounts using the computer.
• Greet guests immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listening attentively to understand requests
• Promptly answer the telephone using positive and clear English communication.  Input messages into the computer.  Retrieve messages, mail and facsimiles for guests as requested.
• Close guest accounts at the time of check out ensuring the guest’s stay was enjoyable, resolving issues as necessary
• Providing safety deposit boxes, upon request
• File registration cards
• Incorporate the Mystery Shopper Standards into every interaction
• Other tasks as assigned by Front Desk management and/or the General Manager

• Education: High School diploma or equivalent preferred
• Experience: Minimum one year of hotel experience required
• Certificates or Licenses: N/A

Knowledge, Skills, and Abilities:

• Able to effectively deal with challenging guests, some of whom may require considerable levels of tact and diplomacy to diffuse anger and resolve issues
• Considerable knowledge of the city and surrounding areas, including ability to provide clear, accurate directions
• Basic mathematical skills, ability to use a computer and calculator.
• Able to memorize and perform AAA four diamond standards

Personal Characteristics:

• Behaves ethically,
• Communicates effectively: Speaks and listens in a clear, thorough, and timely manner, effectively reading and writing, using the English language,
• Professional Appearance: Exhibits an appearance appropriate for a four diamond resort. Specific grooming standards are available for review in Human Resources.