Front Desk & Night Audit
About The Position
The Night Auditor/Guest Relations Agent serves as the guest liaison for both resort and non-resort services to our guests. Constantly and consistently exhibit Ocean House Collections core values and standards of behavior including adherence to the Forbes 5-Star standards. The ideal candidate will pro-actively greet guests warmly and provide a pleasant and comfortable experience. Where possible, pro-actively offer services, and resolutions that are personalized to the guests needs. In addition, possess an exceptional ability to engage in friendly, polite conversation even if a guest becomes upset.
Requirements
- High school diploma or general education degree (GED); or one to three years related experience and/or training; or equivalent combination of education and experience.
- Proficiency in Microsoft word, outlook and excel.
- Fluency in English both verbally and in writing.
- Ability to perform job functions with attention to detail, speed, and accuracy under pressure of tense/confrontational situations.
- Uphold the Company standards, policies, and procedures.
- Prioritize and organize tasks and work area.
- Ability to remain calm and resolve problems using good judgement as interpreted by the management.
- Follow directions.
- Work cohesively with co-workers as part of a team.
- Maintain confidentiality of guest/staff information and pertinent company data.
Nice To Haves
- Working knowledge of Maestro is preferred.
- Experience in a guest-facing service role preferred.
- Luxury hospitality experience preferred.
- Time spent in a high-pressure, high-volume atmosphere preferred.
- Previous experience on a professional team preferred.
Responsibilities
- Process the nightly audit sequence to reset for the next day’s business in balancing applicable functions and is able to verify accuracy of credit card transactions and batch reports.
- Maintains scheduled walk through / security checks of property’s public areas to ensure staff and guest safety.
- Answers phone and attends to guest requests when necessary and to his/ her best ability.
- Check-in/Check-out of hotel guests according to company standards.
- Receives reservation enquiries and books reservations for future hotel guests.
- Handles guest challenges and inquiries in person, over the phone or via written communication.
- Provides information on the local area and activities as required (acts as concierge when necessary).
- Reconciling credit cards charges.
- Files correspondence, reports and any other paperwork as outlined in check lists/ SOP’s.
- Processes cash and any other forms of payments.
- Keeps staff knowledgeable of all aspects of daily operations, such as special events, packages, promotions, group check-ins, etc. through daily reports.
- Keep a hazard free work environment and is familiar with all emergency procedures of each property.
- Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions.
- Responsible for practicing, managing, and promoting the Company’s Statement of Purpose, Service Excellence Pillars, and Declarations so that it becomes an intricate part of the everyday operation.
- Represent the Company with a positive attitude and professional presentation.
- Follow sustainability guidelines and practices related to the Company’s sustainability programs.
- Carry out any other duties which fall within the broad spirit, scope, and purpose of this job description and which are commensurate with the role.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
