Night Auditor/Guest Service Agent

Stonebridge Hospitality Management • New York, NY

104d • $21

About The Position

The purpose of a GUEST SERVICE AGENT is to serve as the primary contact for all guests throughout their stay and effectively and efficiently check guests in and out of the hotel. As a NIGHT AUDITOR, you look after this extraordinary hotel through the night. You are responsible for all front office functions, as well as to compute, classify, and record numerical data to keep financial records complete. Perform any combination of routine calculating, posting, and verifying duties to obtain primary financial data for use in maintaining accounting records. May also check the accuracy of figures, calculations, and postings pertaining to business transactions recorded by other workers.

Requirements

• One year certificate from college or technical school; or three to six months related experience and/or training; or equivalent combination of education and experience.
• Ability to read and comprehend simple instructions, short correspondence, and memos.
• Ability to write simple correspondence.
• Ability to speak English fluently.
• Ability to interpret and perform basic computer and POS system functions.
• Must be able to work a flexible schedule, including weekends, overnights, and holidays.

Responsibilities

• Operate the front desk according to standard operating procedures and with exceptional guest service.
• Operate with accuracy the reservation system, check-in and checkout system and credit card system, following all safety and security procedures.
• Check registration (folio) cards for completeness, accuracy, and legibility.
• Maintain accurate cash sheet.
• Responsible for cash drawer balancing.
• Operate the switchboard and disperse calls as required by your shift.
• Take guest messages and faxes with accuracy, always noting the date and time of message.
• Repeat message back to caller to assure the accuracy of the message.
• Use message light to tell guests that they have a message waiting.
• Know emergency procedures and how to respond.
• Never say a guest’s room number out loud.
• Be knowledgeable of hotel promotions.
• Know room rate and amenities of the rooms to inform guests.
• Know physical makeup of building-exterior and interior.
• Know where the closest shopping, convenience store and gas station is.
• Complete daily reports, audits correspondences etc. as required by your shift.
• Keep lobby and office area clean at all times.
• Set wake-up calls as dictated by your shift.
• Prepare room status sheet for housekeeping and update housekeeping on rooms available to clean as guests checkout or leave for the day.
• Take and confirm credit cards for validity and acceptability.
• Lock and secure area if leaving the front desk, even if it is for a moment!
• Create incident reports for guest injuries/issues when required.
• Answer all calls within three (3) rings.
• Take and record reservations with accuracy.
• Confirm reservations as requested.
• Respond to all guest requests and guest opportunities in a timely and efficient manner to ensure guest satisfaction.
• Initiate and complete the End of Day process (Night Auditor).
• Complete all required training, including brand-specific programs and company-mandated courses, in a timely and thorough manner.
• Comply with Company Work Rules and Standards of Conduct.
• Maintain regular attendance, is consistently on time, and observes prescribed work, break and meal periods in compliance with standards.
• Maintain high standards of personal appearance and grooming, which include compliance with the dress code.
• Perform any other duties as requested by supervisor.

Benefits

• Medical
• Dental
• Vision
• PTO
• 401(k) matching
• Wellness support
• Life and disability coverage
• Savings accounts
• Tuition aid
• Travel and lodging perks

What This Job Offers

• Education Level: No Education Listed
• Number of Employees: 1,001-5,000 employees