Guest Services Representative / Night Auditor

LATOUR HOTELS & RESORTS, INC. • Charleston, SC

17h

About The Position

A role in Guest Services is a great way to get started with LHR. In this role you'll be working face to face with our guests to establish a positive rapport and provide excellent guest services from the first greeting through check-out. It is essential that we make guests feel welcome, that their needs are met and that any questions/problems are resolved efficiently and appropriately. This position is vital to our operations and serves as the foundation for providing the best hospitality LHR can offer at each of its locations. As a Guest Services Representative (GSR), you will establish a positive rapport with guests and provide excellent guest services from the first greeting through check-out. This position helps to ensure that guests feel welcome, that their needs are met, and that their questions/problems are resolved quickly and appropriately. As a Night Auditor (NA), you will serve as the front desk agent on the night shift and reconcile all daily transactions in order to prepare daily financial reports. This dual role of providing accurate account reconciliations and excellent guest services helps support resort operations.

Requirements

• This position requires a high school diploma or GED.
• This position requires at least one year of front desk experience in a hospitality organization.
• Accuracy: Ability to perform work accurately and thoroughly.
• Autonomy: Ability to work independently with minimal supervision.
• Detail-Oriented: Ability to pay attention to the minute details of a project or task.
• Friendliness: Ability to exhibit an enthusiastic demeanor towards all guests.
• Initiative: Ability to make decisions or take actions to solve a problem or reach a goal.
• Oral Communication: Ability to communicate effectively in a positive manner with others using the spoken English word to both internal and external guests.
• Organization: Posses the trait of being organized and methodically performs each task.
• Self-Motivation: Ability to be internally inspired to perform a task to the best of one’s ability using his or her own drive or initiative.
• Technical Aptitude: Basic mathematical skills and ability to make accurate mathematical calculations using a 10-key. Basic technology skills with working knowledge of Microsoft Office Suite software.
• Must have the ability to communicate effectively in English both orally and in writing.
• Must be able to multi-task while answering phone calls and completing work on a computer.

Nice To Haves

• Customer Service experience is preferred, but not required.
• Previous night audit experience is preferred.
• Ideal candidates will be available for all shifts.

Responsibilities

• Greets guests warmly and efficiently facilitates their check-in and check-out process.
• Ensures that welcome and departure calls are being placed in accordance with company standards.
• Anticipates guests’ needs and resolves their questions/problems or refers them to the appropriate person for resolution.
• Consistently answers all phone calls, voicemails, and emails in a positive and efficient manner.
• Completes the shift checklists accurately and submits them to the General Manager (GM) or places them in the GM mailbox by the end of their shift.
• Communicates often with housekeeping, kitchen, and maintenance staff on the status of all rooms and guests needs.
• Reviews the communication log daily for pass-along information from previous shifts to ensure seamless service for maximum guest satisfaction.
• Counts and verifies that the cash drawer is at the correct denomination and immediately reports any discrepancies to the GM.
• Maintains a neat, clean, and organized environment.
• Prepare specialty coffee’s following specified recipes.
• Welcomes & registers guests in an friendly, professional, and efficient manner
• Provides detailed information about resort facilities & operating hours.
• Answers telephone calls and resolves guest inquiries in a friendly and professional manner.
• Rents rooms in accordance with Front Desk sales strategies.
• Performs check in/out and cash handling activities in accordance with standard operating procedures.
• Enters detailed information regarding resort transactions for accounting purposes
• Performs accuracy verification of daily revenue activities and occupancy status
• Completes all audit functions accurately and in a timely manner
• Attends all required resort and department meetings and trainings.
• Perform other guest services duties as needed to provide excellent service

Benefits

• Competitive pay based on experience!
• We offer membership to our travel club as a benefit to every employee after their first few months. This includes: Access to deeply discounted stays at our resorts Access to discounted stays at partner resorts and hotels Discounts on other travel-related expenses like airfare, car rental and more.
• Full time employees can also look forward to a more comprehensive benefit plan including medical, dental, vision, company paid life insurance, 401(k) with company match, ancillary benefits, and much more!

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED