Guest Service Agent/Night Audit

Algonquin Resort•Toronto, ON

1d•Onsite

About The Position

The Guest Service Representative/Night Auditor is responsible for creating a welcoming environment for guests, managing check-ins and check-outs, handling payments, and performing nightly audit duties. This role requires a high degree of professionalism, excellent communication and organizational skills, and the ability to work various shifts, including nights, weekends, and holidays. The position involves coordinating with various hotel departments to ensure smooth operations and guest satisfaction.

Requirements

Excellent communication skills in English
Must be able to speak, read, write, and understand the primary language(s) used in the workplace
Excellent organizational, interpersonal, and administrative skills
Proficient or familiar with computerized systems
Demonstrated knowledge of guest service and a genuine desire to exceed guest expectations
Present a high degree of professional work ethic and image
High school graduate or equivalent
Availability to work day, evening, and night shifts any day of the week including weekends and holidays

Responsibilities

Create a welcoming environment for guests.
Register guests and assign rooms, accommodating special requests whenever possible.
Complete pre-registration and blocking of rooms for reservations/guest arrival.
Adhere to proper credit, check-cashing, and cash-handling policies and procedures.
Understand room status and room status tracking.
Know room locations, types of rooms available, and room rates.
Use suggestive selling techniques to sell rooms and promote other hotel services.
Coordinate room status updates with the housekeeping department.
Take reservations for guests both in house and call in, understanding cancellation procedures.
Process guest check-outs.
Post and file all charges to guest, master, and city ledger accounts.
Work closely with all hotel departments to improve service delivery and efficiency.
Use proper telephone etiquette.
Coordinate guestroom maintenance work with the engineering and maintenance division.
Report any unusual occurrences or requests to the manager or supervisor.
Register guests into their guest rooms as per reservations & check out guests and settles accounts; collect and verify payments – cash, debit, and credit and maintain a float.
Post guest charges, compute guest bills, collect payments and make changes for hotel guests following all cash handling procedures as required by Hotel.
Posting balances to all guest rooms and closing out the day's transactions; running accounts receivable reports; providing next-day reports to the Front Office, Executive Office, and other departments as required.
Verify and balance daily charges for all departments to customer folios, master accounts, and house accounts; make corrections as needed to ensure required documentation is obtained.
Run computer through nightly processing sequence to reset for next day's use in balancing for applicable functions.
Audit all income postings and charges.
Record and balance staff and house charges.
Prepare and transmit credit card deposits.
Process city ledger work to accounting.
Know all safety and emergency procedures, and is aware of accident prevention policies.
Ensure the work environment is tidy and well organized at all times (lobby).
Adhere to all health and safety guidelines and standards.