Night Audit - Hotel Guest Service Agent

EVEN Hotel Portland - Beaverton•Portland, OR

123d•Onsite

About The Position

The Night Audit - Guest Service Agent is responsible for greeting and registering guests, providing outstanding guest service during their stay, and settling the guest’s account upon completion of their stay. This role primarily involves registering guests, making and modifying reservations, operating the hotel phone system, and performing concierge duties. The objective is to provide attentive, courteous, and efficient service while maximizing room revenue and occupancy. A key responsibility is verifying the correctness of guest accounts by balancing each department’s income and posting room, tax, and local phone charges to guest folios.

Requirements

High School diploma or equivalent required.
Experience in a hotel or a related field required.
Possess a positive and upbeat personality with a desire to deliver outstanding customer service.
Demonstrate the ability to multi-task, be detail-oriented, and be able to problem solve.
Must be able to convey information and ideas clearly.
Must be able to evaluate and select among alternative courses of action quickly and accurately.
Must work well in stressful, high-pressure situations.
Must be effective in handling problems in the workplace, including anticipating, preventing, identifying, and solving problems.
Must be effective at listening to, understanding, and clarifying issues raised by coworkers and guests.
Must be able to work with and understand financial information and data, and basic arithmetic functions.
Ability to perform numerical operations using basic counting, adding, subtracting, multiplying, and dividing.
Ability to read, comprehend, and write simple instructions and/or short correspondence and memos.
Ability to use logic to define the problem, collect information, establish facts, draw valid conclusions, interpret information and deal with abstract variables for unique or unfamiliar situations.
An operational knowledge of Microsoft Office suite.
Must be willing and able to work a varied schedule that may include evenings, nights, weekends, and holidays.
Holds an understanding of hotel products and guest services.
Ability to participate in the creation of an enjoyable work environment.
MUST HAVE HOTEL FRONT DESK EXPERIENCE

Nice To Haves

College course work in a related field helpful.
Experience with Opera or Opera Cloud a plus.

Responsibilities

Verifies the correctness of guest accounts by balancing each department’s income.
Posts room and tax and local phone charges to guest folios.
Greets and welcomes all guests approaching the Front Desk in accordance with Aimbridge Hospitality standards.
Maintains the proper operation of the telephone switchboard.
Handles requests for information, mail, and messages in an efficient and courteous manner.
Answers guest inquiries about hotel services, facilities, and hours of operation.
Answers inquiries from guests regarding restaurants, transportation, entertainment, etc.
Establishes and maintains good communication and teamwork with fellow associates and other departments.
Obtains all necessary information when taking room reservations and follows rate quoting scenarios.
Handles check-ins and check-outs in a friendly, efficient, and courteous manner.
Operates all relevant aspects of the Front Desk computer system.
Ensures logging and delivery of packages, mail, and messages.
Delivers guest items such as luggage, newspapers, messages, packages, and amenities.
Maintains an up-to-date working knowledge of all property amenities, special events, and local attractions.
Completes posting of all charges.
Receives and records guest payments.
Reconciles all departments to the beginning till amount.
Prepares revenue reports.
Posts room, tax, and local calls for the day.
Completes the high balance credit report.
Prepares the Housekeeper’s Report.
Assigns rooms in a courteous and efficient manner.
Maintains the daily walk-in reservation count sheet.
Records and makes all wake-up calls properly.
Provides information to guests in a courteous manner.
Completes the night audit by change of shift at 7 a.m.
Handles all internal control items as hotel policies and procedures dictate.
Ensures all reports and vouchers required are on the General Manager’s desk for review and approval.
Sets up Market in a presentable manner and replenishes amenities when depleted.
Performs other duties as assigned, which may include helping coworkers, maintaining a clean work area, and ensuring overall cleanliness and safety.