Guest Service or Night Auditor Agents are responsible for encountering, engaging & greeting a guest, providing outstanding guest service during registration and throughout their stay, and settling the guest's account upon completion of their stay. However, the realm of responsibilities will extend beyond that of a typical front desk agent. This allows the Guest Service Agent to expand their skill sets and work in a fast paced environment with new challenges daily. Primary responsibilities include: registering guests, making and modifying reservations, hotel operation, and concierge duties. Guest Service Agents must possess a positive and upbeat personality with a desire to deliver outstanding customer service to our guests. Guest Service Agents must have the ability to multi-task, be detail-oriented, and be able to solve problem in order to effectively deal with internal and external customers.
The Guest Service Representative should have the following qualifications:
*** Hotel Experience is an absolute must or NIGHT AUDIT Experience is an absolute must.
***Qualified candidates will be contacted within 48 hours.
*** Must be able to work night, weekends and holidays
** Holiday Inn or Express Experience Preferred
** Computer literate in Micros Opera Version 4.0 or higher
* Previous outstanding customer service skills
* Outgoing and Friendly
* Must be able to read, write and understand English
* Must be able to work night, weekends and holidays
* Must be flexible
* Must be able to work in a fast pace environment
Greet, engage, encounter and register incoming guests, ensuring guests are properly introduced to the hotel and its amenities.
Process guest folios and collect payment
Administer and manage cash handling responsibilities
Display appropriate phone etiquette to all incoming callers
Maintain efficient and effective flow of information with guests, team members, managers, sales, and maintenance and housekeeping departments.
Follow and promote the Guest Rewards program enrollment standards.
Handle guest requests and concerns promptly with courtesy.
Relay appropriate tourism information to guests about local areas of interest
Prepare for guest arrivals
Receive and distribute guest faxes, mail and any deliveries.
Control inventory and distribution of hotel's keys.
Ensure all shift duties are completed.
Handle emergency situations when necessary, i.e. first aid, fire emergencies
Handle additional duties as needed by the guests