Night Auditor - Guest Relations Staybridge Suites Hotel

Hamister Group•Rochester, NY

20h•Onsite

About The Position

The Night Auditor - Guest Services Representative is responsible for greeting and welcoming guests, managing room assignments, and supporting all other hotel functions to exceed company quality service and profit expectations. This role involves completing all duties of the Night Auditor - front desk checklist and reports, distributing completed forms to appropriate individuals, and practicing professional telephone etiquette. The position requires checking guests in and out of the hotel, obtaining all pertinent information upon check-in while upholding company and flag standards, and responding promptly and professionally to guest inquiries, requests, and/or complaints. All requests and complaints must be recorded on the appropriate log for follow-up and communication to management, ensuring no guest leaves unsatisfied. The Night Auditor will inform guests of hotel services such as breakfast buffet hours, social happy hour, wake-up calls, check-out times, and all hotel amenities. Responsibilities also include posting all charges from the front desk (e.g., pantry purchases, dry cleaning, postage), accepting and recording payments for guest room charges, providing change, and maintaining the front desk cash drawer and balancing accounts for each shift. Daily Room Status Inquiry Reports are performed to ensure registration cards are present with proper signatures and room numbers. The role includes blocking and maintaining rooms for special requests or VIP rooms for incoming guests, communicating pertinent information to housekeeping or other necessary departments, and maintaining an organized front desk and coffee station area.

Requirements

Prior customer service experience is required.
Must be well groomed and possess a professional demeanor.
Must be honest in all communications.
Must be results oriented.
Must be able to tackle complex issues and bring lasting solutions to them.
Must be confident and assertive in doing their job and should not be intimidated by anyone.
Must be committed to shooting straight and doing everything the right way.
Must be able to maintain absolute confidentiality of all personal and professional information, which he/she becomes aware of, or familiar with.
Ability to commute/relocate to Rochester, NY 14611: Reliably commute or planning to relocate before starting work (Required)

Nice To Haves

Hotel and Night Audit experience a PLUS!!!
Hotel experience: 1 year (Preferred)

Responsibilities

Personally greet and welcome guests, manage room assignments, and support all other functions of the hotel in such a manner that exceeds company quality service and profit expectations.
Completing all duties of the Night Auditor - front desk checklist and reports.
Completing reports and logs distributing the completed forms to the appropriate individuals.
Practices professional telephone etiquette, using the appropriate greeting and transfer.
Checking guests in and out of the hotel, making sure that all pertinent information is obtained upon check-in, while upholding company and flag standards.
Responds promptly to guest inquiries, requests, and/or complaints in a timely professional manner.
Records all requests and complaints on appropriate log in order to ensure follow up and communication to the management staff; never allows a guest to leave the hotel unsatisfied.
Informing all guests of hotel services, such as: Breakfast Buffet hours, Social Happy Hour, wake up calls, check out, all hotel amenities.
Posts all charges that come through the front desk, such as: Pantry Purchases, dry cleaning and postage, etc...
Accepts and records payments for guests’ room charges and provides change.
Responsible for maintaining front desk cash drawer and balancing accounts for each shift.
Performs several daily Room Status Inquiry Reports to ensure registration cards are present with proper signature, name, and room number (if applicable.)
Blocks and maintains rooms for any special request of V.I.P. rooms for incoming guests while communicating pertinent information to housekeeping or any other necessary department.
Maintain and keep organized front desk and coffee station area.