Guest Services Agent/Night Auditor

the goodtime hotel•Miami Beach, FL

1d•Onsite

About The Position

The Guest Service Agent/Night Auditor is responsible for providing attentive, courteous and efficient service to all guests during check-in, throughout their stay, and at checkout, while maximizing room revenue and occupancy. The Night Auditor is responsible for reconciling all hotel cashier transactions; reviewing, organizing and compiling management reports on a timely basis and ensuring the accuracy of guest billings and city ledger transactions. He/she is also responsible for effectively communicating concerns and/or related issues to all levels of management and performing guest service agent duties as required, including check-in, check-out, switchboard operation and reservations.

Requirements

High School diploma or equivalent and/or one year of progressive experience in a hotel or related field required.
Computer experience required.
Ability to stand during entire shift.
Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.
Must be effective in listening to, understanding, and clarifying concerns raised by employees and guests.
Must be able to multitask and prioritize departmental functions to meet deadlines.
Attend all hotel required meetings and trainings.
Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel.
Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform and nametag.
Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations.
Must be able to understand and apply complex information, data, etc. from various sources to meet appropriate objectives.
Must be able to maintain confidentiality of information.

Nice To Haves

College course work in related field helpful.
Experience in a hotel or a related field preferred.
Customer Services experience preferred.
Flexible and long hours sometimes required. Late/Overnight shifts 2-3 times a week.
Maintain a warm and friendly demeanor at all times.
Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.
Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.
Must be able to cross-train in other hotel related areas.
Must be able to show initiative, including anticipating guest or operational needs.
Perform other duties as requested by management.

Responsibilities

Greet and welcome all guests approaching the Front Desk in accordance with Highgate Hotel standards.
Maintain proper operation of the PBX console and ensure that all hotel standards are met (if applicable).
Answer guest inquiries about hotel services, facilities and hours of operation in a timely manner.
Ensure logging and delivery of packages, mail and messages to guests and meeting rooms.
Review Front Office log and Trace File daily.
Answer inquires from guests regarding restaurants, transportation, entertainment, etc.
Follow all cash handling and credit policies.
Be aware of all rates, packages and special promotions as listed in the Red Book.
Be familiar with all in-house groups.
Be aware of closed out and restricted dates.
Be able to work with and understand financial information and data, and basic arithmetic functions.
Be willing to cross train in other accounting or hotel-related areas.
Be able to prioritize job functions in order to meet deadlines.
Obtain all necessary information when taking room reservations and follow the rate-quoting scenario.
Be familiar with hospitality terminology.
Have knowledge of emergency procedures and assist as needed.
Handle check-ins and checkouts in a friendly, efficient and courteous manner.
Use proper two-way radio etiquette at all times when communicating with other employees.
Fully comprehend and be able to operate all relevant aspects of the Front Desk computer system.
Be able to perform and complete all tasks and duties on the shift checklist in a timely and efficient manner.
Be able to complete a bucket check, room rate verification report, and housekeeping report.
Balance and prepare individual paperwork for closing of shift according to hotel standards.
Maintain and market promotions and guest programs.
Maintain a clean work area.
Assist guests with safe deposit boxes.
Audit and reconcile financial and statistical reports.
Prepare and distribute necessary daily reports as required (i.e., Daily Operating Report, Discount Programs, Tax Reports, etc.) according to hotel standards.
Prepare and distribute month-end reports.
Audit and reconcile all Front Desk and Food & Beverage Cashier’s work.
Audit, reconcile, consolidate, and transmit all credit cards on a timely basis.
Ensure accuracy of all numbers reported including statistics.
Input and update financial information into corporate communications network.
Perform daily, weekly, monthly and annual data processing system functions as required.
Keep management abreast of any unusual operational or financial events and/or deviations of policies or procedures.
Respond to governmental inquiries upon receipt.