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SalaryAbout the Guest Agent Night Auditor position
We are seeking an experienced Guest Agent Night Auditor to join our company. You should possess an outgoing personality to make clients feel satisfied and comfortable. You will assist with guests' including night audit. 11:00 pm to 7:00 am.
Guest Agent/Night Auditor responsibilities are:
- Welcome guests in a friendly, prompt, and professional manner recognizing Hilton Honors Members and returning guests
Check guests in, issue room keys, and provide information on hotel services and room location
Ensure required identification is taken from guests at check-in time
Answer phones in a prompt and courteous manner
Answer, record, and process all guest calls, messages, requests, questions, or concerns
Log guest requests along with follow-up
Check guests out, including resolving any late or disputed charges
Accurately process all cash and credit card transactions using established procedures
Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up
Take action to solve guest issues using appropriate service recovery guidelines
Follow established hotel safety protocols and procedures at all times; immediately report any health and safety incident, security breaches, concerns or suspicious behaviour to a supervisor and/or manager on duty
Prepare and review daily reports and transactions from POS system for submitting to Management and Corporate
Process guest cancellations, revisions, and information updates or changes
Work as part of a team and communicate with other departments as per hotel procedures to ensure excellent quality and service
May perform other duties as assigned by hotel management team including guest room tours, concierge services, special guest requests, etc.
Qualifications & Requirements
- High school diploma/secondary qualification or equivalent
One year of Front Desk/guest service experience is strongly preferred
Proficiency in OnQ is preferred but not essential
Being passionate about hospitality and service
Strong communication skills are essential when interacting with guests and employees
Frequently standing up behind the desk and front office areas
Carrying or lifting items weighing up to 50 pounds
Handling objects, products, and computer equipment
Basic computer skills to operate various property management and reservations systems, etc.
Basic math skills are used frequently when handling cash or credit transactions
Basic reading and writing abilities are used often when: completing paperwork, entering information updates, logging issues/complaints/requests, etc.
Ability to work a flexible schedule including nights, weekends, and holidays
