PT Night Audit- Fairfield Inn & Suites Columbia, MO

Overview

The Guest Services Agent is responsible for assisting in the operation of the front desk and guest services, ensuring 100% satisfaction from the moment a guest arrives at the hotel until they check out.

PT Night Auditor

Front Office Manager

• High school diploma or equivalent required, and college degree preferred.
• Previous hotel Front Desk and Hilton brand experience is preferred.
• Hilton OnQ experience is a plus.
• Accounting background is preferred but not required.

• Balances and audits for accuracy room revenue, all room and tax charges, cashier’s reports and guest and house accounts, food and beverage revenue and telephone revenue; assists in the preparation of all reports relevant to daily revenues.
• Completes and transmits daily management and accounting reports and supporting documents; prepares customer tracking report, market segmentation report, and food and beverage revenue report necessary to ensure the accurate accounting of hotel revenues and expenses.
• Assist guests with arrival and departure from hotel, while providing positive guest experiences.
• Complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate in accordance with established guidelines.
• Maintain confidentiality of all guests and hotel information.
• Exhibit attention to detail to ensure security of guest room access.
• Manage guest requests, inquiries, and complaints promptly and completely; follow up with guests in a timely manner to maintain high guest satisfaction; negotiate compromises in accordance with the “Make it Right” guidelines when needed.
• Handle cash and credit card transactions; process guest accounts upon checkout efficiently and accurately.
• Maintain complete knowledge of all hotel features/services, hours of operation, room types, numbers, layout, decor, appointments and locations, room rates, special packages and promotions.
• Follow proper hotel safety policies and procedures and use safety equipment as needed to ensure safety of all team members during each shift; report all accidents and injuries in a timely manner.
• Ensure work area is clean and free of debris or objects that could obstruct duties.
• Perform other job-related duties as assigned.

• Ability to access and accurately input information using a moderately complex computer system.
• Able to handle cash and credit transactions.
• General knowledge of local area attractions and transportation.
• Ensure efficient guest registration, checkout, guest service, and telephone service while applying all brand standards.
• Ability to deal with internal and external customers with tact and diplomacy to defuse anger, collect accurate information and resolve conflicts.
• Ability to observe and detect signs of emergency situations.
• Ability to establish and maintain effective working relationships with associates, customers and patrons.
• Command of the English language, both written and verbal.
• Ability to multi-task and prioritize with excellent follow-up skills and customer service.
• Regular attendance is essential to the successful performance of this position; comply with attendance rules and be available to work regularly, including Weekdays, Evenings, weekends and holidays.
• Maintain high standards of personal appearance and grooming, including wearing the proper uniform and nametag.

• Some lifting may be required; this position may require 75%+ of time on their feet.
• Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules (including holidays and weekends) to reflect business needs; attendance at all scheduled training sessions and meetings is required.

This job description is not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform from time to time.