Guest Service Agent / Night Auditor

HOTEL VALUES:  

This description of responsibilities is simply intended to provide basic guidance to outline a minimum standard of performance. The hotel values a LOU attitude, where an employee is encouraged to Lead, take Ownership and deal with situations of all kinds with a Sense of Urgency.  While this document describes the general nature and level of work being performed by people assigned to this job, we encourage and expect our team to go above and beyond the minimum standards at all times to show concern and care for the guest, co-workers, and managers.  The hotel believes in a culture where team members help each other and work together in an environment where the most important task is providing exceptional service to guests, at all times. As a result, this is not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of people in this job. 

Essential Functions:  

• Welcome guest upon arrival and check-in according to established standards and procedures.
• To handle all keys, mail, telephone, messages, and other items for guests as requested.
• To provide information and to assist all guests.
• To provide courteous and efficient service and if possible, to comply with each and every guest request.
• To make reservations at the counter when the reservation department is closed.
• To assign a room and prepare keys for all arriving guests and groups.
• Maintain excellent guest relations with in-house guests at all times.
• Post all charges without delay and update the folios.
• Balance credit cards, charges, and cash.
• Project a courteous and hospitable attitude at all times.
• Be familiar with all room types, and rates in the hotel and upsell.
• Handle guest complaints promptly.
• Know guest room security, emergency, and fire procedures.
• Be familiar with hotel facilities as well as major-city attractions and provide guests with information when requested.

Education and Experience:

• Previous experience in a similar customer service position is required.
• Position requires a varied work schedule that may include evenings, nights, and weekends.
• Exceptional computer skills.

Language Skills:        

• Ability to read and comprehend simple instructions, short correspondence, and memos, ability to write simple correspondence, ability to effectively present one-on-one and small group situations to customers.

Tools and Equipment:

• Confidence in the use of computer and PMS systems.

Working Environment:

• Will be required to spend a majority of their time on their feet.

Physical Demands:    

• Must be able to lift or move 25 pounds.

Compensation:  $18+ based on experience