Night Audit - Guest Service Agent - EVEN an IHG Hotel

Job Description

Job DescriptionDescription:

Night Audit -Guest Service Agent
Hiring Full Time and Part Time
11PM-7AM
***MUST HAVE HOTEL FRONT DESK EXPERIENCE***

Job Summary
Guest Service Agents are responsible for greeting and registering the guest, providing outstanding guest service during their stay, and settling the guest’s account upon completion of their stay. Primary responsibilities include registering guests, making and modifying reservations, hotel operator, and concierge duties. Providing attentive, courteous, and efficient service to all guests prior to arrival and throughout their stay, while maximizing room revenue and occupancy.

PRIMARY OBJECTIVE: Verifies the correctness of guest accounts by balancing each department’s income. Posts room and tax and local phone charges to guest folios.

Education & Experience
• High School diploma or equivalent required; College course work in related field helpful.
• Experience in a hotel or a related field required.
• Possess a positive and upbeat personality with a desire to deliver outstanding customer service to our guests.
• Demonstrate the ability to multi-task, be detail-oriented, and be able to problem solve in order to effectively deal with internal and external customers.
• Must be able to convey information and ideas clearly.
• Must be able to evaluate and select among alternative courses of action quickly and accurately.
• Must work well in stressful, high-pressure situations.
• Must be effective in handling problems in the workplace, including anticipating, preventing,
identifying and solving problems as necessary.
• Must be effective at listening to, understanding, and clarifying the issues raised by co-workers and guests.
• Must be able to work with and understand financial information and data, and basic arithmetic
functions.
• Ability to perform numerical operations using basic counting, adding, subtracting, multiplying, and dividing.
• Ability to read, comprehend and write simple instructions and/or short correspondence and memos.
• Ability to use logic to define the problem, collect information, establish facts, draw valid conclusions, interpret information and deal with abstract variables for unique or unfamiliar situations.
• An operational knowledge of Microsoft Office suite.
• Must be willing and can work a varied schedule that may include evenings, nights,
weekends and holidays.
• Holds an understanding of hotel products and guest services (i.e., lifestyle, full service, etc.).
• Ability to participate in the creation of an enjoyable work environment.
• Experience with Opera or Opera Cloud a plus.

Job Duties & Functions
• Approach all encounters with guests and associates in a friendly, service-oriented manner.
• Maintain high standards of personal appearance and grooming, which include wearing the proper uniform and name tag when working (per brand standards).
• Maintain regular attendance in compliance with Timberland Hotel Ventures & Holdings, LLC standards, as required by
scheduling, which will vary according to the needs of the hotel.
• Always comply with Timberland Hotel Ventures & Holdings, LLC policies, standards, and regulations to encourage safe and efficient hotel operations.
• Greet and welcome all guests approaching the Front Desk in accordance with Aimbridge Hospitality standards; always maintain a friendly and warm demeanor.
• Maintain proper operation of the telephone switchboard and ensure that all Aimbridge Hospitality performance standards are met.
• Handle requests for information, mail, and messages in an efficient and courteous manner.
• Answer guest inquiries about hotel service, facilities and hours of operation.
• Answer inquiries from guests regarding restaurants, transportation, entertainment, etc.
• Establish and maintain good communications and teamwork with fellow associates and other
departments within the hotel.
• Be aware of all rates, packages, and special promotions; Be familiar with all in-house groups; Be aware of closed out and restricted dates.
• Obtain all necessary information when taking room reservations and follow rate quoting scenario.
• Be familiar with all Timberland Hotel Ventures & Holdings, LLC policies and house rules as well as hospitality terminology.
• Have knowledge of and assist in emergency procedures as required.
• Handle check-ins and check-outs in a friendly, efficient, and courteous manner.
• Fully comprehend and be able to operate all relevant aspects of the Front Desk computer system.
• Ensure logging and delivery of packages, mail and messages as needed to guests and meeting rooms.
• Always use proper two-way radio etiquette when communicating with other associates.
• As needed, deliver guest items such as luggage, newspapers, messages, packages, amenities, or other items requested by guests or team members.
• Maintain an up to date working knowledge of all property amenities as well as any special events, local area attractions and things to do around the hotel.
• Perform other duties as assigned, which may include, but is not limited to the following: helping
coworkers in other areas of the hotel, maintaining a clean and organized work area and overall
cleanliness and safety throughout the hotel and grounds.

• Completes posting of all charges.
• Receives and records guest payments.
• Reconciles all departments to beginning till amount by reading of register by re-taping all department vouchers from start of day’s business. All tapes should be labeled and dated.
• Prepares revenue report remembering to include all day rates.
• Posts room, tax, and local calls for the day. Total room revenue should balance to room revenue report.
• Prepares revenue report remembering to include all day rates.
• High balance credit report must be completed indicating all balances in guest ledger of cash customers with debit balances. Folio balances over $300 should also be recorded. This report is to be given to the Manager daily for his/her review. Copies are to be retained on the property level and originals sent to home office.
• Prepare and have ready by 7 a.m. each day the Housekeeper’s Report, listing the status of check-outs, stays, vacant, and out-of-order rooms for the night just ended.
• Assigns rooms in a courteous and efficient manner to all incoming guests.
• Maintains the daily walk-in reservation count sheet.
• Pays special attention to the phone and follows the basic rules of courtesy.
• Records and makes all wake-up calls properly.
• Provides information to guests in a courteous manner.
• Must have complete knowledge of policies and procedures to be followed in emergency situations.
• Completes the night audit by change of shift ant 7 a.m. Gives information to other department heads, especially any information relating to the morning’s breakfast business and meeting set-ups.
• Handles all internal control items as hotel policies and procedures dictate.
• Sees that all reports and vouchers required are on the General Manager’s desk for review and approval.
• Sets up Market in a presentable manner and replenishes the amenities when they are depleted.

General
This job description is not intended to be all-inclusive, additional details will be specified by the
supervisor. The associate will also perform other reasonable business duties as signed by the supervisor.
Management reserves the right to change this job description, job responsibilities, duties, and working hours as needs prevail.
If requested in accordance with applicable law, the Company provides reasonable accommodation to known physical or mental limitations of an otherwise qualified associate with a disability to allow him/her to perform essential functions of the job unless the accommodation would impose an undue hardship on the Company.

Requirements: