Night Audit – Hotel Guest Service Agent Full Time

About The Position

Requirements

• MUST HAVE HOTEL FRONT DESK EXPERIENCE
• High School diploma or equivalent required; College course work in related field helpful.
• Experience in a hotel or a related field required.
• Possess a positive and upbeat personality with a desire to deliver outstanding customer service to our guests.
• Demonstrate the ability to multi-task, be detail-oriented, and be able to problem solve in order to effectively deal with internal and external customers.
• Must be able to convey information and ideas clearly.
• Must be able to evaluate and select among alternative courses of action quickly and accurately.
• Must work well in stressful, high-pressure situations.
• Must be effective in handling problems in the workplace, including anticipating, preventing,
  identifying and solving problems as necessary.
• Must be effective at listening to, understanding, and clarifying the issues raised by co-workers and guests.
• Must be able to work with and understand financial information and data, and basic arithmetic
  functions.
• Ability to perform numerical operations using basic counting, adding, subtracting, multiplying, and dividing.
• Ability to read, comprehend and write simple instructions and/or short correspondence and memos.
• Ability to use logic to define the problem, collect information, establish facts, draw valid conclusions, interpret information and deal with abstract variables for unique or unfamiliar situations.
• An operational knowledge of Microsoft Office suite.
• Must be willing and can work a varied schedule that may include evenings, nights,
  weekends and holidays.
• Holds an understanding of hotel products and guest services (i.e., lifestyle, full service, etc.).
• Ability to participate in the creation of an enjoyable work environment.

Nice To Haves

• Experience with Opera or Opera Cloud a plus.

Responsibilities

• Verifies the correctness of guest accounts by balancing each department’s income.
• Posts room and tax and local phone charges to guest folios.
• Approach all encounters with guests and associates in a friendly, service-oriented manner.
• Maintain high standards of personal appearance and grooming, which include wearing the proper uniform and name tag when working (per brand standards).
• Maintain regular attendance in compliance with Timberland Hotel Ventures & Holdings, LLC standards, as required by
  scheduling, which will vary according to the needs of the hotel.
• Always comply with Timberland Hotel Ventures & Holdings, LLC policies, standards, and regulations to encourage safe and efficient hotel operations.
• Greet and welcome all guests approaching the Front Desk in accordance with Aimbridge Hospitality standards; always maintain a friendly and warm demeanor.
• Maintain proper operation of the telephone switchboard and ensure that all Aimbridge Hospitality performance standards are met.
• Handle requests for information, mail, and messages in an efficient and courteous manner.
• Answer guest inquiries about hotel service, facilities and hours of operation.
• Answer inquiries from guests regarding restaurants, transportation, entertainment, etc.
• Establish and maintain good communications and teamwork with fellow associates and other
  departments within the hotel.
• Be aware of all rates, packages, and special promotions; Be familiar with all in-house groups; Be aware of closed out and restricted dates.
• Obtain all necessary information when taking room reservations and follow rate quoting scenario.
• Be familiar with all Timberland Hotel Ventures & Holdings, LLC policies and house rules as well as hospitality terminology.
• Have knowledge of and assist in emergency procedures as required.
• Handle check-ins and check-outs in a friendly, efficient, and courteous manner.
• Fully comprehend and be able to operate all relevant aspects of the Front Desk computer system.
• Ensure logging and delivery of packages, mail and messages as needed to guests and meeting rooms.
• Always use proper two-way radio etiquette when communicating with other associates.
• As needed, deliver guest items such as luggage, newspapers, messages, packages, amenities, or other items requested by guests or team members.
• Maintain an up to date working knowledge of all property amenities as well as any special events, local area attractions and things to do around the hotel.
• Perform other duties as assigned, which may include, but is not limited to the following: helping
  coworkers in other areas of the hotel, maintaining a clean and organized work area and overall
  cleanliness and safety throughout the hotel and grounds.
• Completes posting of all charges.
• Receives and records guest payments.
• Reconciles all departments to beginning till amount by reading of register by re-taping all department vouchers from start of day’s business. All tapes should be labeled and dated.
• Prepares revenue report remembering to include all day rates.
• Posts room, tax, and local calls for the day. Total room revenue should balance to room revenue report.
• Prepares revenue report remembering to include all day rates.
• High balance credit report must be completed indicating all balances in guest ledger of cash customers with debit balances. Folio balances over $300 should also be recorded. This report is to be given to the Manager daily for his/her review. Copies are to be retained on the property level and originals sent to home office.
• Prepare and have ready by 7 a.m. each day the Housekeeper’s Report, listing the status of check-outs, stays, vacant, and out-of-order rooms for the night just ended.
• Assigns rooms in a courteous and efficient manner to all incoming guests.
• Maintains the daily walk-in reservation count sheet.
• Pays special attention to the phone and follows the basic rules of courtesy.
• Records and makes all wake-up calls properly.
• Provides information to guests in a courteous manner.
• Must have complete knowledge of policies and procedures to be followed in emergency situations.
• Completes the night audit by change of shift ant 7 a.m. Gives information to other department heads, especially any information relating to the morning’s breakfast business and meeting set-ups.
• Handles all internal control items as hotel policies and procedures dictate.
• Sees that all reports and vouchers required are on the General Manager’s desk for review and approval.
• Sets up Market in a presentable manner and replenishes the amenities when they are depleted.