JOB SUMMARY
The Guest Representative is responsible for the preparation and disposition of all night audit checklist work and reports. He/She/They is also responsible for providing attentive, courteous and efficient service to all guests throughout their stay while conducting the front office functions while on the 10pm – 6am shift. He/She/They are expected to actively develop superior service skills in dealing with clients, guest, and co-workers.
QUALIFICATION STANDARDS
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Experience in hotel or a related field required.
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High school diploma or equivalent required.
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Associate or bachelor degree preferred with an emphasis in Hotel Management, Hospitality Management and/or related fields.
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Knowledge of basic accounting principles.
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Must be proficient in computer business software applications such as MS Word and MS Excel.
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Must be fluent in English.
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May be required to have a food handler’s license.
PHYSICAL REQUIREMENTS
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Long hours sometimes required.
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Must be able to weekends and holidays as needed.
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Light work – Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
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Ability to stand during entire shift.
MENTAL REQUIREMENTS
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Must work well in stressful, high pressure situations.
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Must have the ability to assimilate complex information and data from disparate sources and consider, adjust, or modify to meet the constraints of the particular need.
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Must be effective in handling problems in the workplace, including anticipation, preventing, identifying and solving problems as necessary.
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Must maintain composure and objectivity under pressure.
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Must be able to convey information and ideas clearly.
MENTAL REQUIREMENTS (continued)
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Must be able to evaluate and select among alternative courses of action quickly and accurately.
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Must be able to work with and understand financial information and data and basic arithmetic functions.
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Must be able to work in a self-managed environment.
DUTIES AND RESPONSIBILITIES
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Maintain high standards of personal appearance and grooming, which include compliance with Brand dress code and uniform requirements.
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Maintain a professional and friendly demeanour at all times.
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Establish and maintain good communications and teamwork with fellow employees and other departments within the hotel.
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Must be always attentive, courteous and efficient in the dealings with clients, guests, managers and all other employees.
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Demonstrate a genuine care and commitment to guest service.
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Greet and welcome all guests approaching the front desk in accordance with Brand standards.
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Develop a team player attitude for the good of the hotel.
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Responsible for the preparation and disposition of all night audit checklist work and reports as well as the front office function on the third shift (10pm – 6am).
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Provide attentive, courteous and efficient service to all guests prior to arrival and throughout their stay.
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Handle check-ins and check-outs in a friendly, efficient and courteous manner.
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Respond to all guests’ requests, problems, complaints and/or accidents in an attentive, courteous and efficient manner.
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Answer all guest inquires (i.e. hotel services and amenities, the area, etc.).
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Follow all Brand credit policies.
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Be aware of all rates, packages and special promotions.
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Obtain all necessary information when taking room reservations and follow rate quoting guidelines.
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Fully understand and be able to operate all relevant aspects of the front desk computer system.
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Focus on his/her role in contributing to guest satisfaction surveys.
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Demonstrate appropriate phone skills.
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Use Brand selling guidelines as part of the inquiry call process.
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Consistently perform above average in the mystery call process.
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Complete shift responsibility checklist
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Keep front office area clean and organized.
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Prepare coffee and breakfast set-up each morning prior to serving time.
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Pass and maintain food handlers license as required by hotel.
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Fulfill all other Guest Representative functions and responsibilities.
NIGHT AUDIT RESPONSIBILITY
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Maintain proper record keeping according to Brand standards.
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Initiate and complete the end of day process.
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Complete the night audit checklist.
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Balance daily reports and identify and correct any errors.
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Maintain cashiering responsibilities as per front office procedures.
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Run all necessary reports in a timely manner.
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Ensure backup tape is run each night and put in specified spot to be sent to the corporate office.
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Prepare for early morning checkouts.
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Distribute or tabulate any work as outlined by management.
GENERAL RESPONSIBILITY
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Comply at all times with Brand compliance standards and regulations to encourage safe and efficient hotel operations.
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Comply with all safety and security procedures as they relate to the building and guest corridors to ensure all areas are locked and secured.
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Have a thorough working knowledge of security procedures.
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Train any new Night Auditors as requested by management.
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Keep working areas neat and organized.
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Participate in all-employee meetings, events and other functions required by management.
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Be familiar with all Brand policies and hotel rules, as well as hotel terminology.
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Develop full understanding of hotel amenities and services.
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Understand emergency procedures and be prepared to help when necessary.
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Ensure correct and accurate cash handling while at the front desk.
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Perform any other duties as requested by management.
Pay is $18/hour
Hours are Friday 10pm-6am and Saturday 10pm-6am
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