JOB DESCRIPTION: NIGHT AUDITOR/GUEST SERVICE REPRESENTATIVE You will be responsible for insuring 100% satisfaction from the moment a guest arrives at the hotel until they check out. Greet guests, perform all check-in and check-out functions, disburse room keys and inform guests about hotel amenities, facilities and services. Accommodate guest requests, answer telephones, making reservations post charges and handle cash and credit card transactions. A strong customer satisfaction disposition is mandatory.
Contribute to achieving the loyalty of our guests by exceeding their expectations and providing warm personal service
Handle guest complaints and comments in a professional manner and provide the follow up required to co-workers and Managers.
Respond to all guest needs and requests in a timely manner.
To be aware and informed of rate/sell levels and seasons contracted rates, packages and promotions.
Assign rooms, in a courteous and efficient manner, to all guests, in accordance with operations standards.
Handle room keys for in house guests, ensuring that the Company's security procedures are being followed.
Departure duties including friendly and efficient checkout of guest as well as expressing desire for return business.
Ensure that the front desk and back office is clean and well organized.
Handle all hotel guests in an expedited and professional manner.
Files all reports accordingly to the appropriate departments.
Follow checklist accordingly and perform complete accounting work as outlined by the hotel procedures.
Maintain responsibility and accountability for the hotel property and the safety of guests, and have authority for the hotel operations while on duty.
Ensure that the hotel lobby, public washrooms, business center and fitness center are clean at the beginning & end and during your shift. Ensure the swimming and spa are closed and the lights are turned off on timely manner.
Ensuring the safety and well being of our guests and colleagues by maintaining knowledge of crisis and emergency procedures; as well as Fire Panel /Evacuation procedures.
Follow hotel all policies and procedures as guidelines and complete the daily check lists and all assigned work.
Notify the Management of any unusual incident as instructed or otherwise deemed necessary regarding operation and/or safety & security of the hotel and guest.
Please note your responsibility is not limited to this description as additional tasks can be added by the Management to their discretion.