Night Auditor / Relief Guest Service Agent

Description

Pay Range: $28.65/hour - $30.65/hour

Are you creative, detail-oriented and resourceful problem-solver? Love sharing the Aloha Spirit? The ideal candidate goes beyond checking our guests in and out and has the willingness and ability to work varying schedules including working on weekends, holidays and at least four (4) overnight shift. In addition to all Front Desk and Night Audit duties, our Guest Service Agents/Relief Night Auditors are responsible for providing an exemplary first impression, act as a service ambassador and consistently provides outstanding service with a smile to all of our guests throughout their stay.

Responsible for daily audit of all transactions related to guest room charges while overseeing front desk duties during the overnight shift. Acts as a point of communication for guest needs. Promptly responds to guest needs, requests, and complaints. Maximizes customer satisfaction without departmental management and the General Manager by supervising all departments following Hilton standards. To provide guests with excellent service at the front desk from making the reservation to departure. Sells guestrooms, promotes food & beverage outlets, and seasonal hotel promotions. Complete the daily Food and Beverage audit following established policies and procedures. Review daily guest payments and other details to ensure guests provide payment for their stay and other charges. Balances all department accounts and posts any remaining daily charges: reconciles room and tax audits and posts rooms and taxes for all occupied rooms. Balance POS and PMS systems and close the day. Responsible for completing night audit reports for management review.

Language Skills:

• Excellent verbal and written communication skills, including ability to effectively communicate with internal and external customers.
• Ability to effectively communicate and comprehend in English both verbally and in written formats, and including the ability to effectively communicate with internal and external customers.
• Bilingual in Mandarin, Korean, Japanese or Spanish preferred

Computer Skills/Experience:

• Excellent computer proficiency (MS Office – Word, Excel, PowerPoint and Outlook).
• Proficiency with OnQ System, highly desired

Essential Skills:

• Availability and ability to work overnight on an ongoing basis.
• Ability to perform computer-based tasks such as data entry, accounting, word processing, invoicing and billing.
• Advanced math or bookkeeping skills
• Attention to detail and organizational skills.
• Exceptional time management and multi-tasking skills.
• Good problem-solving skills.
• Ability to solve problems and diffuse tense situations.
• Consistent demonstration of a sense of ownership.
• Must be able to work under pressure and meet deadlines, while maintaining a positive attitude and providing exemplary customer service.
• Ability to work independently and to carry out assignments to completion within parameters of instructions given, prescribed routines, and standard accepted practices in a varied paced environment.
• Ability to attend, retain, and put to use, information provided in required hotel training, both in person and online
• Ability to use at a minimum the following equipment; computer (PMS System), 10-key, copy machine, multi-line telephone, fax machine, key encoder and fire panel

Essential Duties and Responsibilities:

Daily Audit and Guest Service

• Balance the accounts from day shift
• Balance cash drawer and log receipts
• Investigate and resolve out-of-balance accounts
• Keep accurate financial records and ledgers
• Manage front desk activity and handling guest check-ins and check-outs
• Ensure customer satisfaction by scheduling wake-up-calls and other concierge activities according to guest preference
• Handle customer requests and complaints and directing other employees or departments accordingly
• Create invoices, bills and checks for vendors, employees and contractors
• Manage and update all official documentation pertaining to the role
• Prepare and produce accurate daily reports for forecasts and audits.
• Ensure that all end-of-day activities have been successfully executed by employees in all departments
• Answer calls and queries related to potential bookings
• Maintain and exceed Hilton brand standards.
• Keeps work area tidy and supplies stocked.
• Delivers all essential duties and responsibilities of a Guest Service Agent (See full Guest Service Agent job description)
• Participate in continuous innovations related to the guest/team member experience through new technologies.
• Performs other duties as assigned.

Provides direction and coordination for hotel personnel in the absence of the Department Management/General Manager as required

• Directs and coordinates various services related to operations as required
• Assumes responsibility for supervision in the absence of department heads; communicates daily with department heads regarding areas of concern
• Responds to employee situations by suspending employees pending investigation, when appropriate, following Hilton Hotel policies
• Provides General Manager and Department Managers with summary of activities during shift by preparing and distributing written log daily

Assumes responsibility for overall security of the hotel

• Assures full security for customers, hotel personnel and property by working closely with Hotel Security
• Oversees emergency operation to ensure customer safety and minimize hotel losses and liability
• Takes corrective action during emergency; files appropriate reports to supervisor
• Calls General Manager at home for any fire, bomb threat, burglary or death that has occurred

Ensures proper customer relations and safeguards the hotel's interests by resolving and taking appropriate actions on all customer complaints and/or problems

• Represents hotel in contact with general public
• Greets and makes comfortable any VIP's

Physical Job Requirements:

• SITTING: Rarely
• STANDING/WALKING: Constantly – ability to stand and walk for long periods of time (8 hours) while working at the front desk on a variety of surfaces (carpet, tile, etc.)
• CROUCHING (BENDING AT KNEES): Lifting and completing tasks performed at low levels.
• KNEELING/CRAWLING: Lifting and completing tasks performed at low levels.
• STOOPING (BENDING AT WAIST): Lifting and completing tasks at different levels.
• TWISTING/TURNING AT KNEES, WAIST & NECK:
• CLIMBING: Rarely.
• LEG/FOOT USE:
• REACHING (OVERHEAD/EXTENSION): Occasionally. Lifting and completing tasks at different levels.
• HANDLING/GRASPING:
• FINGERING/FEELING: Finger dexterity to use computer keyboard to take online courses as needed and to look up information for customers
• PUSHING/PULLING: Up to 30 pounds.
• LIFTING/CARRYING: Occasionally lifting/moving up to 30 pounds.
• SPEECH REQUIREMENTS: Constantly required to speak to others, including but not limited to guests, management and other team members, in person and on other communication devices.
• HEARING REQUIREMENTS: Constantly required to listen to others in person and on the telephone, smart and other communication devices. Required to listen to guest, management and team member requests and concerns. Ability to accurately take and confirm reservations, inquires and ensure all guest needs are met.
• VISION: Constantly required to see up close and ability to adjust focus. Must be able to see the PMS, answer telephones and see guest approach registration desk. Occasionally required to see distances.

Work Environment:

• Safety Requirements: slip resistant shoes.
• Literacy: Must be able to accurately take and confirm reservations, inquires and ensure all guest needs are met
• Exposure to chemicals, noise, vibrations: Exposure to cleaning supplies, printer toners; low to moderate noise levels.
• Operation of equipment/tools/vehicles: Equipment to include computers and printers, smart devices, safety devices.
• Work is indoors, non-air conditioned protected from weather, but not necessarily inside temperature changes.

Equipment Operation:

• Ability to safely and successfully perform the essential job functions consistent with ADA, FMLA and other federal, state, and local standards, including meeting qualitative and/or quantitative productivity standards.
• Ability to maintain regular, punctual attendance consistent with the ADA, FMLA, and other federal, state and local standards.
• Must be able to work varying shifts and schedules to include, AM/ PM, Overnight, Holidays and Weekend shifts
• Good physical health and stamina.

Minimum Requirements:

• 1 year successful hotel front desk experience (in one location), required
• Minimum 1 year proven experience as a Night Auditor or in a similar role, preferably in the hotel industry.
• High School Diploma or GED required
• Associates Degree or higher preferred
• 1 year cash bank experience required
• 1 year Customer Service experience required, preferably in a hotel front desk environment.
• Relevant military experience in a comparable capacity

Our benefit package includes:

• Hilton Travel Benefit
• Paid Vacation
• Paid Sick Leave
• Group Health (Medical/Dental/Vision/Prescription Drug plans)
• Health insurance Opt-Out option
• Group life insurance
• 401(k) match
• and more

Hilton Waikiki Beach Hotel is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. If you need accommodation for any part of the application process because of a medical condition or disability, please call 808-921-5504 or email Cindy Fujioka at cindy.fujioka@hiltonwaikikihotel.com to let us know the nature of your request.

Qualifications

Cash bank experience

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)