Job description

**NEW BRAND**

**UNDER NEW MANAGEMENT AND OWNERSHIP**

**CURRENTLY UNDERGOING COMPLETE RENOVATION**

As a Guest Services Representative, your objective is to make our clients feel welcome and ensure their pleasant and comfortable stay at our hotel. What is the role of a Guest Services Representative? Guest Services Representative responsibilities include greeting clients as they arrive, coordinating their check-ins to assigned rooms and informing them about the hotel’s facilities. Our ideal candidates have a flair for communication, with the ability to resolve issues in a timely and accurate manner. Ultimately, you will manage guest services and our hotel’s image by answering guests’ requests and making sure our visitors are satisfied. Represent the company by being cheerful and welcoming. Further details below.

The Night Auditor is responsible for reconciling all hotel cashier transactions; reviewing, organizing and compiling management reports on a timely basis and ensuring the accuracy of guest billings and city ledger transactions. He/she is also responsible for effectively communicating concerns and/or related issues to all levels of management and performing guest service agent duties as required, including check-in, check-out, switchboard operation and reservations.

Essential Job Functions:

Night Auditor Responsibilities:

Responsibilities include but are not limited to:

• Perform “bucket checks” and ensure that either credit card authorization or other forms of payment has been received for each room

• Examine in-house registration cards for complete, correct and legible information.

• Extract market segment information from Guest Ledger for the Daily Report. Verify that folios, credit card slip, cash receipts, direct bill information, scrip or gift cards, and other miscellaneous paperwork is correct, legible, stamped and properly and otherwise complete

• Verify the wakeup calls are set

• Ensure that all miscellaneous accounts are in balance

• Balance all daily credit card payments to the data capture in total. Transmit totals to bank

• Prepare guaranteed no show folios, post room, and tax, receive credit authorization and leave for managers approval.

• Post daily direct bill transfers to the appropriate account

• Total the drop report and compare/balance to each shift reported cash and check totals.

• Enter daily figures on the computer in Month End Spreadsheets and verify that all reports are in balance daily

• Prepare daily audit packet to be left for managers approval

• Attend all hotel required meetings and trainings.

• Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform and name tag

• Comply with Wyndham Hotels & Resorts Standards and regulations to encourage safe and efficient hotel operations.

• Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.

• Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.

• Must be able to understand and apply complex information, data, etc. from various sources to meet appropriate objectives.

• Must be able to cross-train in other hotel related areas.

• Must be able to maintain confidentiality of information.

• Must be able to show initiative, including anticipating guest or operational needs.

• Perform other duties as requested by management..

Work Objectives =

• Welcome guests and visitors to the front lobby of the facility, record their information and choose a room or rooms for them based on their needs.

• Coordinate solutions quickly when guests experience problems in their room by working with housekeeping and/or service staff.

• Process guest registrations, including the computation and collection of room payment and room deposit, at the beginning of each stay.

• Settle the facility register at the end of each shift or day by counting the drawer, printing receipts and running financial activity/ shift close reports.

• Complete shift reports and process all financial transactions, including the verification and processing of credit card transactions in accordance with company policies and procedures

• Maintain room status inventory.

• Respond to guest inquiries regarding hotel services, reservations, attractions, directions, etc.

• Send and receive telephone calls and facsimiles; sort incoming mail and messages.

• Communicate with other hotel staff, such as housekeeping or maintenance, when rooms are ready to be cleaned or repaired in preparation for a new guest.

• Keep the hotel lobby area inviting and clean by vacuuming, dusting, setting up welcome supplies and other various tasks.

• Perform other duties as assigned by management.

Guest Satisfaction=

• Respond to guest needs, special requests, and complaints as needed.

• Smile, acknowledge, and greet guests at the front desk and other public areas.

Team Work=

• Be available to work a flexible schedule

• Assist other employees in various assignments, to include assisting with breakfast, laundry, or housekeeping duties.

Safety and Security=

• Perform work duties in accordance with Company safety and security policies and procedures, as well as in accordance with posted OSHA, HazCom, and Blood Borne Pathogen regulations.

• Report and store lost-and-found items in accordance with hotel procedures.

EDUCATION/EXPERIENCE

Minimum Experience:

• High school Diploma or GED preferred

• College degree or Bs preferred

• Hotel experience preferred

• Experience in a field related to business or tourism

• Able to work in high stress environments and multitask, effectively.

• Ability to work flexible hours

• Strong sense of responsibility and a professional presentation

• Supervisory experience or strong leadership qualities

Minimum Skill Requirements:

• Ability to understand and comprehend English preferred. Knowledge of other languages is a plus

• Understanding of all hotel management best practices and relevant laws

• Ability to grasp knowledge of Hotel Management software (PMS)

• Customer service drive with outstanding communication and active listening skills

• Excellent problem-solving and multitasking skills in a fast-paced work environment.

• Ability to operate company issued hand-held electronic devices such as tablets as required for business purposes.

• Organizational skills.

• Attention to detail.

• Ability to follow written directions.

• Ability to pass pre-employment screening (background check and drug testing)

Physical, Mental, and Environmental Demand:

• Must be able to stand for extended periods, often for a minimum of 2 hours at a time.

• Must be able to maneuver through all areas of the front office.

• Must be able to lift up to 20 pounds and carry up to 10 pounds.

• Must be able to bend, reach, kneel, twist, and grip items while working at the assigned desk area.

• Must have the manual dexterity and coordination to operate office equipment, including a 10- key adding machine, PC computers, fax machine, and photocopier, and more as applied to position.

• Must be able to adjust to changing priorities, and simultaneously complete multiple assignments despite interruptions.

• Must be able to work overnight/late hours

COVID-19 precautions

• Personal protective equipment provided or required

• Plastic shield at work stations

• Temperature screenings

• Social distancing guidelines in place

• Sanitizing, disinfecting, or cleaning procedures in place

Job Type: Full-time

Pay: From $12.00 per hour

Schedule:

• 8 hour shift
• Holidays
• Monday to Friday
• Night shift
• Weekend availability

Education:

• High school or equivalent (Preferred)

Experience:

• Hotel: 1 year (Preferred)
• Customer service: 2 years (Preferred)
• Night audit: 1 year (Preferred)

Shift availability:

• Overnight Shift (Preferred)
• Night Shift (Preferred)
• Day Shift (Preferred)

Work Location: One location

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