Guest Service Representative - Night Auditor

Description

Provides excellent guest service in an efficient, courteous professional manner; follow LBA standards of friendly hospitality while adhering to guidelines and procedures. Executes selling strategies to enhance the hotel revenue.

Responsible for the total front office operations:
Acts as Manager on Duty, responds immediately to guest requests, represents the hotel in the late evening and early morning hours, maintains thorough communication with management staff.

Company associates have access to guestrooms and property. As such, character traits of honesty and trustworthiness are essential to this position and must be displayed at all times. Per company policy, potential associates must pass appropriate security clearances.

• Prior experience in accounting, sales, telesales, service or guest relations type of industry preferred
• High school diploma or equivalent.

• Must be able to perform major life activities:
  Standing, lifting, bending, learning, reading, concentrating, thinking, and communicating.
• Must be able to push or pull 60 pounds unassisted and lift and/or carry 30 pounds unassisted.
• Must be able to stand for eight hours, bend, stretch, reach.
• Must be able to see and hear.
• Must be able to communicate with other associates and/or guests.

Knowledge:

• Manager on Duty functions.
• Cash and credit card handling, balancing charges
• Safety and security measures
• Entire property, staff, services, hours of operation, type of rooms, locations, rates, discounts.
• Frequent Stay Program
• Reservations procedures including cancellations and “walking” guest
• Phone etiquette and answering procedures
• Area shopping, dining, entertainment and travel directions to assist guest inquiries.
• Daily hotel operations, check daily events, bulletin boards and be up to date on changes, new procedures and events.

Skills:

• Computer literate to thoroughly operate property management system: post charges, compute bills, collect payment and make change.
• Proficient in written and verbal English
• Problem solving and conflict resolution skills

Abilities:

• Multi task, remain associate and guest service centric.
• Communicate with guests, co-workers receiving and transmitting mail, phone and written messages and relay pertinent information using communication log books.
• Assist with guest issues with professionalism, maintaining hospitable attitude.
• Able to work unsupervised and be productive at all times, even overnight.

• This position requires a physical presence at the hotel and is not conducive of telecommuting or remote work.
• Standing, walking for long periods of time while maintaining a friendly professional image.
• May be required to work any day/shift, including weekends.
• Must be able to work a night shift schedule

• Assistant General Manager
• Guest Service Manager
• Guest Service Supervisor

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time as needed.