Guest Service Agent / Night Auditor

Reports To:    Front Office Manager, General Manager

Requirements: 

• High school diploma or equivalent
• Ability to speak fluent English
• Hospitality experience preferred
• Excellent customer service and communication skills
• Flexible availability, including nights and weekends
• Proficient with hotel management software
• Stand for long periods of time behind the desk and front office areas
• Carrying or lifting items weighing up to 50 pounds.
• Handling objects, products, and computer equipment
• Willing to work weekends, and/or holidays.

General Responsibilities: 

• Provide prompt, friendly, courteous, and professional guest service.
• Ability to perform check-in / check-out of hotel guests in a timely and professional manner
• Act as the Manager on Duty (MOD) when required
• Maintain lobby and public areas
• Handle guest complaints and service recovery
• Administrative duties (data entry, reporting, etc.)

Specific Responsibilities: 

• Register guests, issue room keys, provide information on hotel services, local area and room location.
• Answer phones in a prompt and courteous manner.
• Upsell rooms where possible to maximize hotel revenue.
• Be proficient on the use of the Property Management System.
• Completion of all brand trainings for their discipline. Required to log on to Brand Portal, know and learn the brand requirements needed for their position. 
• Have a good understanding of all of hotel operating procedures.
• Accurately process all cash and credit card transactions in accordance with the established procedures.
• Administrative responsibilities such as data entry, reporting etc.
• Respond appropriately to guest complaints and guest requests and make appropriate service recovery actions to ensure total guest satisfaction.
• Perform other duties as assigned including guest room tours, special guest requests, breakfast set up, cleaning lobby area, setting up meeting room, data entry, document scanning, and preparing reports.
• Read and document all events, incidents in the communication log.
• Ensure the proper appearance of the lobby and all public areas, including the breakfast area.
• Ensure processes are followed to protect the identity, safety and security of the guests and fellow employees.
• Be proficient on the use of all front office equipment such as credit card machine, copier, and fax.
• Be willing and able to work any shift.
• Have complete knowledge of room types and offered rate plans.
• Fully understand the hotel’s franchise policy on guaranteed reservations and no- shows.
• Process cancellations and modifications to reservations.
• Promote goodwill by being courteous, friendly, and helpful to guests, managers, and all other associates.
• Promote teamwork and quality service through daily communications and coordination with other departments.

Optimum Attributes: 

• Effective communication skills
• Pleasant personality
• Good team player
• Good listener
• Well-groomed and professional appearance
• Open with praise and discrete with criticism

Performance Standards: 

Annual performance evaluations are subjected to contributions of measurable value to hotel metrics and goals.