Guest Service Agent / Night Auditor

Job Summary:

Represents the hotel to the guest throughout all stages of the guest’s stay by working with all hotel personnel to ensure every guest experiences superior customer care. Responsibilities include registering guests, assigning rooms, accommodating special requests, and ensuring the guests have a pleasant stay and smooth checkout.  

Audits, balances, and reports on the various areas of the hotel (e.g., food and beverage, rooms, front desk, etc.) to provide accurate and timely financial information on the hotel’s operational performance for the day.  Oversees front office/front desk operations during the overnight shift while providing excellent guest services. Report/handle situations to maintain order and ensure observance of applicable laws.

Essential Duties and Responsibilities 

• Provide excellent guest service
• Maintain an inventory of vacancies, reservations and room assignments
• Possess a working knowledge of the reservations department, takes same day reservations and future reservations when necessary, knows cancellation procedures
• Knowledgeable of room locations, types of rooms available, and room rates
• Register arriving guests and assigns rooms
• Coordinate room status updates with the housekeeping department by notifying housekeeping of all check-outs, late check-outs, early check-ins, special requests, and part-day rooms
• Coordinate guest room maintenance work with the engineering and maintenance division
• Uses persuasive selling techniques to sell rooms and to promote other services of the hotel
• Checks front office accounting records for accuracy and compiles information for the hotel’s financial records.
• Tracks room revenues, occupancy percentages, and other front office operating statistics.
• Prepares summary of cash, check, and credit card activities, reflecting the hotel’s financial performance for the day.
• Posts room charges and room taxes to guest accounts. Processes guest charge vouchers and credit card vouchers.
• Verifies all account postings and balances.
• Summarizes results of operations, prepares and distributes reports for management by end of their shift.
• Monitor lobbies and the front desk.
• Investigate disturbances, complaints, thefts, vandalisms, and accidents and report findings to management.
• Warns or ejects troublemakers and cautions careless persons.
• Obtains assistance for accident victims and writes incident reports.
• Notifies management of presence of persons with questionable reputations.
• Works with enforcement officers in emergency situations.
• Know daily activities and meetings taking place in the hotel and surrounding areas
• Report any unusual occurrences or requests to the manager or assistant manager
• Manage and resolves all guest complaints in a professional and courteous manner
• Process guest check-outs and handles monetary transactions
• Maintain customers’ privacy
• Maintain a high level of professional appearance and demeanor
• Performs other duties as assigned

Qualifications

• High school diploma or equivalent. Previous hotel-related experience preferred.  Knowledge of surrounding areas and local events. Ability to understand and adhere to proper credit, check cashing, and cash handling policies and procedures. Knowledge of how to properly secure guest information. Skilled in the use of front office equipment.
• Ability to communicate with public, hotel staff, and management in a professional manner. Knowledge of proper telephone etiquette. Ability to read and interpret documents such as safety rules, operating and maintaining instructions, and procedure manuals. Ability to write routine reports and correspondence.
• Ability to work a flexible schedule, including evenings, weekends and holidays.