Guest Services Agent/ Night Auditor
SUMMARY:
To assist guests efficiently, courteously, and professionally in all Guest Service-related functions and to maintain high standards of service and hospitality.
Process daily audit of the hotel’s financial data.
-Overnight shift coverage requrired when needed-
RESPONSIBILITIES:
• Provide the highest quality of service to the customer at all times.
Promptly and effectively deal with guest complaints and requests.
• Check guests in and out efficiently and in a friendly manner.
• Post guest charges and compute guest bill, collect payment and make change for hotel guests following all cash handling procedures as required by M&R Hospitality Management.
• Handle guest mail and messages per established procedures.
Be very knowledgeable of Rewards program and promotions.
• Develop a thorough knowledge of hotel staff, room locations, room rates, amenities, and selling strategies.
• Take reservation requests efficiently.
• Answer switchboard in accordance with standards of proper telephone etiquette.
• Block rooms and handle special requests.
• Monitor room availability.
• Handle safe deposits by guests per established procedures.
• Keep lobby, back office and desk area clean and presentable.
• Have a thorough knowledge of emergency and security procedures.
• Offer and properly handle requests for wake-up calls.
• Know how to clean guest rooms to standards.
• Open and close shift; make cash drops.
• Ensure all credit cards, cash, and change fund are balanced throughout each shift.
• Inform management of any guest or systems related complaints or problems.
• Communicate with incoming staff and management by logging pertinent information in the pass on log.
• Keep maintenance informed of all maintenance needs.
• Pass on guest lost and found inquiries to management or supervisors.
• Assist in marketing effort by completing Company Tracking nightly.
• Verify each Front Desk shift’s transactions.
Process credit card transactions.
• Post tax charges to all guest folios
• Finalize transactions completed during the day.
• Create and/or print required reports.
• File or transmit reports as directed.
• Prepare folios for departing guests.
• Post telephone charges, valet charges, and other miscellaneous charges to guest accounts.
• Administer guest payment policies.
• Responsible for shift cash transactions.
• Responsible for maintaining hotel key security system.
Administer guest safe deposit boxes.
• Responsible for knowing hotel emergency procedures.
• Coordinate with other departments to fulfill guest special requests.
• Communicate facilities and services to guests at check-in.
• Answer guest questions regarding local area facilities.
• Must wear proper uniform at all times in accordance with the Standards of Appearance.
Have a thorough knowledge of emergency procedures.
• Practice safety standards at all times.
• Be able to move luggage or packages weighing up to 40 lbs.
• Each associate will be required to follow the rules as found in the M&R Employee Handbook
• Perform other duties as assigned by management, of which employee is capable of performing
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