Photo of Best Western Downers Grove, Downers Grove, IL

Guest Service Agent / Night Auditor

Best Western Downers Grove

3010 Finley Rd.
Downers Grove, IL 60515-1118

120 Room Hotel
Managed By SB Yen Management Group

Vacation, Sick, Holiday, Medical, Dental, Vision and 401k

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Compensation: 16.00, Full-Time

Job Title: Night Auditor & Guest Service Agent
Status:     Non-Exempt

Job Summary

Position is a combination of overnight shifts for Night Audit and swing shifts for Guest Service Agent.  The Night Auditor responsibilities include audits, balances, and reports on the various areas of the hotel (e.g., rooms, front desk, group reservations, etc.) to provide accurate and timely financial information on the hotel’s operational performance for the day.  The Guest Service Agent responsibilities include representing the hotel to the guest throughout all stages of the guest’s stay by working with all hotel personnel to ensure every guest experience superior customer care. Responsibilities include registering guests, assigning rooms, accommodating special requests, and ensuring the guests have a pleasant stay and smooth checkout.

Essential Duties And Responsibilities

  • Provides excellent guest services.
  • Checks front office accounting records for accuracy and compiles information for the hotel’s financial records.
  • Tracks room revenues, occupancy percentages, and other front office operating statistics.
  • Prepares summary of cash, check, and credit card activities, reflecting the hotel’s financial performance for the day.
  • Posts room charges and room taxes to guest accounts. Processes guest charge vouchers and credit card vouchers.
  • Verifies all account postings and balances.
  • Summarizes results of operations, prepares and distributes reports for management by end of their shift.
  • Monitor lobbies and the front desk.
  • Investigate disturbances, complaints, thefts, vandalisms, and accidents and report findings to management.
  • Warns or ejects troublemakers and cautions careless persons.
  • Obtains assistance for accident victims and writes incident reports.
  • Notifies management of presence of persons with questionable reputations.
  • Works with enforcement officers in emergency situations.
  • Maintain an inventory of vacancies, reservations and room assignments.
  • Possess a working knowledge of the reservations department, takes same day reservations and future reservations, when necessary, knows cancellation procedures.
  • Knowledgeable of room locations, types of rooms available, and room rates
  • Register arriving guests and assigns rooms.
  • Coordinate room status updates with the housekeeping department by notifying housekeeping of all check-outs, late check-outs, early check-ins, special requests, and part-day rooms.
  • Coordinate guest room maintenance work with the engineering and maintenance division.
  • Use persuasive selling techniques to sell rooms and to promote other services of the hotel.
  • Know daily activities and meetings taking place in the hotel and surrounding area.
  • Manage and resolves all guest complaints in a professional and courteous manner.
  • Process guest check-outs and handles monetary transactions.
  • Maintain customers’ privacy.
  • Maintain a high level of professional appearance and demeanor.
  • Performs other duties as assigned.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Education/Experience

High school diploma or equivalent. Previous hotel-related experience preferred.  Knowledge of surrounding areas and local events. Ability to understand and adhere to proper credit, check cashing, and cash handling policies and procedures. Knowledge of how to properly secure guest information. Skilled in the use of front office equipment.

Language Skills

Ability to communicate with public, hotel staff, and management in a professional manner. Knowledge of proper telephone etiquette. Ability to read and interpret documents such as safety rules, operating and maintaining instructions, and procedure manuals. Ability to write routine reports and correspondence.

Mathematical Skills

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.  Ability to compute rate, ratio, and percentage.

Reasoning Ability

Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations.

Computer Skills

To perform this job successfully, an individual should have knowledge of Word Processing software; Spreadsheet software; Internet software and property management software.

Other

Ability to work a flexible schedule, including evenings, weekends and holidays.
Posted April 12, 2024

Best Western Downers Grove

About SB Yen

SB Management Group is a successful team of professionals in the hospitality industry providing consistent and exceptional service to our guests. We pride ourselves with long-term employees with the opportunity of growth from within through training programs and an environment of true hoteliers. We strive to find the best of the best to join our extraordinary team.

Join the SB Yen Team

SB Yen Management strives to maintain an exceptional guest experience and a positive work environment for our valued employees.

Our Employees

  • Provide a positive work environment that inspires collaboration throughout the hotel.
  • Assist the individual to grow and achieve their goals.
  • Recognize the valued individual contributions toward the hotel’s success with opportunities for advancement.

Our Mission Statement

By committing our company to extraordinary customer service and creating a work environment filled with the principles of trust, honesty, integrity, and respect, we will not only provide memorable experiences to all our guests, but become the hospitality management company of choice in the Midwest.

Company Benefits

Vacation                                                       Health Insurance

Sick Days                                                     Dental Insurance

Holidays                                                       Vision insurance

401k Plan                                                     Educational Assistance

Employee Assistant Program                   Friends & Family Discount

SB Yen Management Group is an equal employment opportunity employer. We do not discriminate on the basis of race, color, gender, gender identity, sexual orientation, marital status, pregnancy, national origin, ancestry, age, religion, disability, veteran status, genetic information, citizenship status or any other group protected by law.

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