Home2 Suites Overnight Desk-Night Auditor

Home2 Suites, Queensbury•Queensbury, NY

1d•Onsite

About The Position

The Night Auditor/Guest Services Agent is responsible for assisting in the operation of the front desk and guest services ensuring 100% satisfaction from the moment a guest arrives at the hotel until they check out. This role involves balancing and auditing revenue, assisting guests with check-in and check-out, maintaining guest satisfaction, and ensuring adherence to hotel policies and procedures.

Requirements

Ability to access and accurately input information using a moderately complex computer system.
Able to handle cash and credit transactions.
General knowledge of local area attractions and transportation.
Ensure efficient guest registration, checkout, guest service, and telephone service, while ensuring all brand standards are being applied.
Ability to effectively deal with internal and external customers with tact and diplomacy to defuse anger, collect accurate information and resolve conflicts.
Ability to observe and detect signs of emergency situations.
Ability to establish and maintain effective working relationships with associates, customers and patrons.
Command of the English language both written and verbal.
Ability to multi-task, and prioritizes with excellent follow up skills and customer service.
Regular attendance in conformance with the standards is essential.
Comply with attendance rules and be available to work on a regular basis.
Able to work a flexible schedule, varied shifts, including Weekday, Evenings, weekends and holidays.
Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform and nametag.
Employees may be required to work varying schedules (including Holidays and weekends) to reflect the business needs of the hotel.
Attendance at all scheduled training sessions and meetings is required.

Nice To Haves

We will train you on premise.

Responsibilities

Balance and audit room revenue, room and tax charges, cashier reports, guest and house accounts, food and beverage revenue, and telephone revenue.
Prepare and transmit daily management and accounting reports and supporting documents.
Prepare customer tracking reports, market segmentation reports, and food and beverage revenue reports.
Assist guests with arrival and departure, providing positive guest experiences.
Complete the registration process by inputting and retrieving information from a computer system.
Maintain confidentiality of all guests and hotel information.
Ensure security of guest room access.
Manage guest requests, inquiries, and complaints promptly and completely.
Negotiate compromise in cases of guest dissatisfaction according to Hilton guidelines.
Handle cash and credit card transactions, processing guest accounts upon checkout.
Maintain complete knowledge of hotel features, services, hours of operation, room types, rates, packages, and promotions.
Follow hotel safety policies and procedures and use safety equipment.
Report all accidents and injuries in a timely manner.
Ensure work area is clean and free of obstructions.
Perform other job-related duties as assigned.