Guest Service Representative - Night Auditor
On-siteHuntsville, Alabama, United States
Job Summary
Greet and register guests, provide room assignments, and maintain guest privacy while accommodating special requests. Execute selling strategies to enhance hotel revenue by promoting services, amenities, and repeat business through reservations and recommendations. Manage front office operations as Manager on Duty by responding immediately to guest requests, balancing cash and credit card charges, and ensuring all departments are informed of special needs or late check-outs. Learn and utilize the property management system to post charges, compute bills, and collect payments. Maintain a clean and professional lobby and dining area, assist with laundry procedures, and ensure safety standards are practiced at all times. Work unsupervised during night shifts, communicating with guests, co-workers, and management via phone, mail, and log books.
Required Qualifications
- Honesty and trustworthiness
- Security clearances
- High school diploma or equivalent
- 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
- 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
- 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
- Physical presence at the hotel
- Standing, walking for long periods of time while maintaining a friendly professional image
- Ability to work any day/shift, including weekends
- Ability to work a night shift schedule
- Thorough working knowledge of emergency procedures
- Practice safety standards at all times and be alert to hazardous conditions
- Report or correct any hazardous conditions immediately
- Report any unusual occurrences or request to the manager
- Maintain certification from a responsible vendor training if alcohol is served
- Flexibility in regard to work schedule
Desired Qualifications
- Prior experience in accounting, sales, telesales, service or guest relations type of industry
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