JOB SUMMARY
The Night Auditor/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.
CANDIDATE PROFILE
Experience:
High school diploma or equivalent required, and college degree preferred.
Previous hotel Front Desk and Marriott brand experience is preferred Accounting background is preferred but not required.
JOB ESSENTIALS 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, 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 guests 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 to established guidelines Maintain confidentiality of all guests and hotel information Exhibit attention to detail in order to ensure security of guest room access.
Manage guest requests, inquiries, and complaints promptly and completely.
Ensure follow up with guest are performed in a timely manner to maintain a high level of guest satisfaction and quality service.
In the event of dissatisfaction, negotiate compromise in accordance to the "Make it Right" established guidelines.
Handle cash and credit card transactions, process guest accounts upon checkout in an efficient and accurate manner Maintain complete knowledge at all times 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 the safety of all team members during each shift.
Reports all accidents and injuries in a timely manner.
Ensure work area is clean and clear debris or any objects that can obstruct the job duties from being performed safely, efficiently and effectively Perform any other job related duties as assigned.
Other 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 ensuring all brand standards are being applied.
Ability to effectively 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 prioritizes with excellent follow up skills and customer service.
Regular attendance in conformance with the standards is essential to the successful performance of this position.
Comply with attendance rules and be available to work on a regular basis.
Able to work a flexible schedule, varied shifts, including Weekday, Evenings, weekends and holidays.
Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform and nametag.
Physical Demands Some lifting may be required.
This position may require 75%+ or more 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 the business needs of the hotel.
In addition, 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.