Guest Services Attendant / Night Auditor FT - Must be 21 years old

About the Role

Under general direction from the Guest Services Supervisor, you will accommodate guests by registering and assigning rooms, issuing room keys, transmitting and receiving messages, maintaining records of occupied rooms and guests' accounts, confirming reservations, and presenting statements to and collecting payments from departing guests. You will maintain confidentiality of all privileged information.

Responsibilities

• Greet, register, and assign rooms to guests.
• Establish form of payment by guest for accommodation and other hotel services; verify customers' credit as needed.
• Maintain records of room availability and guests' accounts, manually and using computer software systems.
• Compute bills, collect payments, and make change for guests.
• Perform bookkeeping activities, such as balancing cash accounts.
• Issue room keys and provide necessary information and instructions to bell staff.
• Review accounts and charges with guests during the check-out process.
• Post charges (e.g., for rooms, food, liquor, or telephone calls) to ledgers manually or via computer software.
• Transmit and receive messages using telephones or telephone switchboards.
• Contact housekeeping or maintenance staff when guests report problems.
• Make and confirm reservations.
• Answer inquiries about hotel services, guest registration, shopping, dining, entertainment, and travel directions.
• Record guest comments or complaints, referring customers to management as necessary.
• Deposit guests' valuables in hotel safes or safe-deposit boxes.
• Date-stamp, sort, and deliver incoming mail and messages.
• Maintain communication with co-workers and a positive, professional work environment.
• Track room revenues, occupancy percentages, and other front office operating statistics.
• Prepare a summary of cash, check, and credit card vouchers; verify all account postings and balances made during the day.
• Monitor the status of coupon, discount, and other promotional programs.
• Fulfill check-in and checkout procedures, including posting room charges and taxes to guest accounts.
• Process guest charge vouchers and credit card vouchers; post guest charge purchase transactions not posted by Front Desk Agents.
• Transfer charges and deposits to master accounts.
• Obtain bank before shift and ensure it balances.
• Book guest reservations and/or coordinate with reservation call center.
• Register guests promptly and courteously using up-selling techniques to maximize room rates; prepare for group check-ins, checkouts, and VIP arrivals.
• Handle confidential information, including guest records, with integrity.
• Answer and route calls appropriately; take guest messages accurately.
• Assist with sales and marketing efforts as directed by the Director of Hospitality.
• Offer and handle requests for wake-up calls.
• Record pertinent guest information in the shift pass-on log.
• Ensure common areas/lobbies are clean.
• Promote hotel services, facilities, and outlets; stay informed about upcoming events/functions in the hotel and casino.
• Answer guests’ questions about the property and amenities; direct guests to area attractions and outlets.
• Arrange appropriate transportation for guests to and from the hotel when necessary.
• Use creative reasoning to overcome guest objections and concerns to ensure 100% satisfaction.
• Summarize results of operations for management.
• Maintain 4-diamond standards, including linens, towels, carpet, tile, walls, glass, and furnishings.
• Perform other duties as required.

Requirements

• High School Diploma or equivalent (may be waived by Human Resources Management).
• Excellent communication skills and a professional presentation.
• Ability to work well under pressure in a fast-paced environment.
• Computer literacy and a friendly demeanor.
• Previous hospitality experience in a hotel, casino, or guest service environment preferred.
• Must pass a pre-employment drug/alcohol screen, background investigation, and obtain and maintain a gaming license.

Skills

• Knowledge of principles and practices of customer service in a hotel environment.
• Knowledge of computer utilization in business operations.
• Knowledge of surrounding areas and points of interest.
• Skill in organization and operating word-processing, spreadsheets, and database software (e.g., Word, Excel, Outlook, PowerPoint).
• Skill in effective verbal and written communication.
• Skill in cash handling procedures.
• Ability to apply basic mathematical skills.
• Ability to interpret instructions furnished in written and oral form.

Physical Demands

While performing the duties of this job, the employee may be required to sit for prolonged periods, walk, and stand; use hands for dexterity of motion; stoop, bend, kneel, or crouch; and have normal auditory, visual acuity, and verbal communication skills. The employee must occasionally lift and/or move up to 25 pounds.

Work Environment

Work is generally performed in an office setting with a moderate noise level. Occasional work is performed in a casino setting with exposure to second-hand smoke and a moderate noise level. Extended hours and irregular shifts may be required, including nights, weekends, and holidays. Tight time constraints and multiple demands are common.