Overnight Guest Service Agent

The Lodge at Jackson Hole•Jackson, WY

2d•Onsite

About The Position

Crystal Creek Hospitality is a collection of independently spirited and branded hotels focused on remarkable hospitality™. We see every day as an opportunity to enrich the lives of our employees, guests, and communities. Our vision, mission, values and commitments are at the core of every decision we make and every person we hire. No heroes, no egos–just a diverse group of individuals with solid relationships built on a foundation of trust that honors our employees, guests, and investors. As a Night Auditor, you will be responsible for ensuring the accuracy and efficiency of financial transactions, including posting and balancing charges and settlements, during the night shift. You will work closely with the front desk and restaurant teams to maintain accurate records, resolve discrepancies, and prepare for the next day's operations. Your attention to detail and organizational skills will be essential in maintaining the hotel's financial integrity.

Requirements

Must have the ability to communicate in English.
Self-starting personality with an even disposition.
Always maintain a professional appearance and manner.
Can communicate well with guests.
Must be willing to “pitch-in” and help co- workers with their job duties and be a team player.
Basic mathematical skills and ability to make accurate mathematical calculations using a 10-key.
Ability to effectively deal with guest and employee concerns in a friendly and positive manner.
Ability to access and accurately input information using a moderately complex computer system.

Nice To Haves

Proficient using Property Management Systems (OPERA) and other pertinent software as assigned (MGS & GXP)

Responsibilities

Run audit reports/journals from the front office system, Point of Service and the computer
Make corrections and adjustments and handle all computer problems that might occur throughout the shift
Comply with attendance rules and be available to work on a regular basis.
Post and balance all room and restaurant charges, including adjustments and settlements.
Verify and reconcile all financial transactions, including cash, credit card, and check transactions
Maintain accurate and up-to-date records of all financial transactions, including accounts payable and accounts receivable
Identify and resolve discrepancies in a timely and efficient manner
Assist in preparing for the next day's operations by resetting systems and maintaining accurate records
Collaborate with the front desk and restaurant teams to ensure seamless operations
Maintain a high level of customer service by providing prompt and accurate responses to guest inquiries
Follow safety and emergency guidelines, policies and procedures
Prioritize and accurately complete essential functions, including but not limited to: reservations, check-ins, check-outs, upgrades, room moves, billing, cash and credit card transactions, operating the switchboard, coordinate delivery of guest requests, deliver safe deposit boxes, and guest follow-up
Greets customers immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to understand requests, respond with appropriate action and provide accurate information such on outlet hours, special VIP programs, events, etc.
Completes the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate. Makes appropriate selection of rooms based on guest needs. Codes electronic keys. Non-verbally confirm the room number and rate. Promotes and administers Hotel Marketing programs, for arriving guests. Ensures guest knows location of room. Provides welcome packet containing room keys, tokens of our appreciation, gifts, etc. to guest
Ensure all Crystal Creek Hospitality and Brand and service standards are met and adhered to.
Remain calm and alert, and resolve guest complaints within guidelines. Protect guest sentiment by representing and promoting the hotel and dealing positively with the public. Follow the L.E.A.R.N. model
Promptly answers the telephone and email inquiries from internal and external communication streams. Inputs messages into the computer and advises other associates of special guest needs. Retrieves messages and communicates the content to the guest. Retrieves mail, packages and facsimiles or other special items for customers as requested
Monitor guest accounts and room inventory
Ensure rooms and services are correctly accounted for within guest statement and assists guest with check out payments or charges. Accepts and records vouchers, credit, traveler's checks, and other forms of payment
Be proficient using Property Management Systems (OPERA) and other pertinent software as assigned (MGS & GXP)
Complete all assigned checklists and shift reports accurately
Complete all operations of lost and found, including inputting items into database, guest outreach, and shipping of guest items
Maintain a professional appearance and attitude at all times. Follow the dress code and uniform standards. Demonstrate positive body language and posture
Maintain house bank and operate cash register without error
Be educated and familiar with local and area recreational activities and services, dining, and cultural activities and attractions. Provide recommendations to guests
Be aligned with the culture, values, goals and human resource programs of the Crystal Creek Hospitality
Follow all best practices, policies and procedures for Front Desk Team
Maintain a clean, neat and organized workstation and lobby area
Complete miscellaneous tasks as assigned, assist in other departments when needed