Guest Service Representative - Night Auditor

Hilton Garden Inn•Charleston, SC

3d•Onsite

About The Position

Provides excellent guest service in an efficient, courteous, and professional manner, following LBA standards of friendly hospitality while adhering to guidelines and procedures. Executes selling strategies to enhance hotel revenue. Responsible for the total front office operations: Acts as Manager on Duty, responds immediately to guest requests, represents the hotel in the late evening and early morning hours, and maintains thorough communication with management staff.

Requirements

Honesty and trustworthiness are essential.
Must pass appropriate security clearances.
Prior experience in accounting, sales, telesales, service or guest relations type of industry preferred.
High school diploma or equivalent.
Must be able to perform major life activities: Standing, lifting, bending, learning, reading, concentrating, thinking, and communicating.
Must be able to push or pull 60 pounds unassisted and lift and/or carry 30 pounds unassisted.
Must be able to stand for eight hours, bend, stretch, reach.
Must be able to see and hear.
Must be able to communicate with other associates and/or guests.
Knowledge of Manager on Duty functions.
Knowledge of Cash and credit card handling, balancing charges.
Knowledge of Safety and security measures.
Knowledge of Entire property, staff, services, hours of operation, type of rooms, locations, rates, discounts.
Knowledge of Frequent Stay Program.
Knowledge of Reservations procedures including cancellations and “walking” guest.
Knowledge of Phone etiquette and answering procedures.
Knowledge of Area shopping, dining, entertainment and travel directions to assist guest inquiries.
Knowledge of Daily hotel operations, check daily events, bulletin boards and be up to date on changes, new procedures and events.
Computer literate to thoroughly operate property management system: post charges, compute bills, collect payment and make change.
Proficient in written and verbal English.
Problem solving and conflict resolution skills.
Able to multi-task, remain associate and guest service centric.
Able to work unsupervised and be productive at all times, even overnight.

Nice To Haves

Prior experience in accounting, sales, telesales, service or guest relations type of industry preferred.

Responsibilities

Greet and register guests, provide room assignments, maintain guest privacy, and accommodate special requests when possible.
Promote and sell services/amenities of the hotel.
Promote repeat business by offering to take future reservations and providing recommendations for alternate same brand-type products.
Be aware of potential sales leads and contacts through guest interaction.
Report information to the appropriate individual.
Keep housekeeping and other departments informed of any special requests, late check-outs, and special needs areas.
Check all credit cards for validity before the end of the shift.
Learn and utilize PMS.
Ensure all cash, check and miscellaneous departments are in balance at shifts end.
Help maintain a clean and professional lobby, dining area; dusting, vacuuming, cleaning tables, etc.
Have a thorough working knowledge of emergency procedures.
Practice safety standards at all times and be alert to hazardous conditions. Report or correct any hazardous conditions immediately.
Report any unusual occurrences or requests to the manager.
Maintain stock/cleanliness of the Market area if applicable.
Maintain certification from a responsible vendor training if alcohol is served.
Be flexible in regard to work schedule.
Where applicable, follow approved laundry procedures, ensure understanding of operation of washers and dryers.
Assist with folding linen according to proper standards.
Other duties as assigned, including assisting in other departments such as laundry, housekeeping or food and beverage.