Job Description
JOB SUMMARY The Guest Representative is responsible for the preparation and disposition of all night audit checklist work and reports. He/She/They is also responsible for providing attentive, courteous and efficient service to all guests throughout their stay while conducting the front office functions while on the 10pm – 6am shift. He/She/They are expected to actively develop superior service skills in dealing with clients, guest, and co-workers.
QUALIFICATION STANDARDS EDUCATION & EXPERIENCE
- Experience in hotel or a related field required.
- High school diploma or equivalent required.
- Associate or bachelor degree preferred with an emphasis in Hotel Management, Hospitality Management and/or related fields.
- Knowledge of basic accounting principles.
- Must be proficient in computer business software applications such as MS Word and MS Excel.
- Must be fluent in English.
- May be required to have a food handler’s license.
PHYSICAL REQUIREMENTS - Long hours sometimes required.
- Must be able to weekends and holidays as needed.
- Light work – Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
- Ability to stand during entire shift.
MENTAL REQUIREMENTS - Must work well in stressful, high pressure situations.
- Must have the ability to assimilate complex information and data from disparate sources and consider, adjust, or modify to meet the constraints of the particular need.
- Must be effective in handling problems in the workplace, including anticipation, preventing, identifying and solving problems as necessary.
- Must maintain composure and objectivity under pressure.
- Must be able to convey information and ideas clearly.
MENTAL REQUIREMENTS (continued) - Must be able to evaluate and select among alternative courses of action quickly and accurately.
- Must be able to work with and understand financial information and data and basic arithmetic functions.
- Must be able to work in a self-managed environment.
DUTIES AND RESPONSIBILITIES SERVICE ATTITUDE AND COMMUNICATION
- Maintain high standards of personal appearance and grooming, which include compliance with Brand dress code and uniform requirements.
- Maintain a professional and friendly demeanour at all times.
- Establish and maintain good communications and teamwork with fellow employees and other departments within the hotel.
- Must be always attentive, courteous and efficient in the dealings with clients, guests, managers and all other employees.
- Demonstrate a genuine care and commitment to guest service.
- Greet and welcome all guests approaching the front desk in accordance with Brand standards.
- Develop a team player attitude for the good of the hotel.
GUEST REPRESENTATIVE RESPONSIBILITY
- Responsible for the preparation and disposition of all night audit checklist work and reports as well as the front office function on the third shift (10pm – 6am).
- Provide attentive, courteous and efficient service to all guests prior to arrival and throughout their stay.
- Handle check-ins and check-outs in a friendly, efficient and courteous manner.
- Respond to all guests’ requests, problems, complaints and/or accidents in an attentive, courteous and efficient manner.
- Answer all guest inquires (i.e. hotel services and amenities, the area, etc.).
- Follow all Brand credit policies.
- Be aware of all rates, packages and special promotions.
- Obtain all necessary information when taking room reservations and follow rate quoting guidelines.
- Fully understand and be able to operate all relevant aspects of the front desk computer system.
- Focus on his/her role in contributing to guest satisfaction surveys.
- Demonstrate appropriate phone skills.
- Use Brand selling guidelines as part of the inquiry call process.
- Consistently perform above average in the mystery call process.
- Complete shift responsibility checklist
- Keep front office area clean and organized.
- Prepare coffee and breakfast set-up each morning prior to serving time.
- Pass and maintain food handlers license as required by hotel.
- Fulfill all other Guest Representative functions and responsibilities.
NIGHT AUDIT RESPONSIBILITY - Maintain proper record keeping according to Brand standards.
- Initiate and complete the end of day process.
- Complete the night audit checklist.
- Balance daily reports and identify and correct any errors.
- Maintain cashiering responsibilities as per front office procedures.
- Run all necessary reports in a timely manner.
- Ensure backup tape is run each night and put in specified spot to be sent to the corporate office.
- Prepare for early morning checkouts.
- Distribute or tabulate any work as outlined by management.
GENERAL RESPONSIBILITY - Comply at all times with Brand compliance standards and regulations to encourage safe and efficient hotel operations.
- Comply with all safety and security procedures as they relate to the building and guest corridors to ensure all areas are locked and secured.
- Have a thorough working knowledge of security procedures.
- Train any new Night Auditors as requested by management.
- Keep working areas neat and organized.
- Participate in all-employee meetings, events and other functions required by management.
- Be familiar with all Brand policies and hotel rules, as well as hotel terminology.
- Develop full understanding of hotel amenities and services.
- Understand emergency procedures and be prepared to help when necessary.
- Ensure correct and accurate cash handling while at the front desk.
- Perform any other duties as requested by management.
Pay is $18/hour
Hours are Friday 10pm-6am and Saturday 10pm-6am
Job Tags
Part time, Work at office, Shift work, Night shift, Weekend work, Day shift, Early shift