Home2 Suites Overnight Desk-Night Auditor

Job Summary

The Night Auditor/Guest Services Agent is responsible for assisting in the operation of the front desk and guest services ensuring 100% satisfaction from the moment a guest arrives at the hotel until they check out.

Job Essentials

• Balances and audits for accuracy room revenue, all room and tax charges, cashier’s reports and guest and house accounts, food and beverage revenue and telephone revenue; assists in the preparation of all reports relevant to daily revenues.
• Completes and transmits daily management and accounting reports and supporting documents; prepares customer tracking report, market segmentation report, food and beverage revenue report necessary to ensure the accurate accounting of hotel revenues and expenses.
• Aid guests with arrival and departure from hotel, while providing positive guests experiences.
• Complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate in accordance to established guidelines.
• Maintain confidentiality of all guests and hotel information.
• Exhibit attention to detail in order to ensure security of guest room access.
• Manage guest requests, inquiries, and complaints promptly and completely. Ensure follow up with guests are performed in a timely manner to maintain a high level of guest satisfaction and quality service. In the event of dissatisfaction, negotiate compromise in accordance to the Make it Right Hilton established guidelines.
• Handle cash and credit card transactions, process guest accounts upon checkout in an efficient and accurate manner.
• Maintain complete knowledge at all times of all hotel features/services, hours of operation, room types, numbers, layout, decor, appointments and locations, room rates, special packages and promotions.
• Follow proper Hotel safety policies and procedures and use safety equipment as needed to ensure the safety of all team members during each shift. Reports all accidents and injuries in a timely manner.
• Ensure work area is clean and clear debris or any objects that can obstruct the job duties from being performed safely, efficiently and effectively.

Other

• Ability to access and accurately input information using a moderately complex computer system
• Able to handle cash and credit transactions.
• General knowledge of local area attractions and transportation.
• Ensure efficient guest registration, checkout, guest service, and telephone service, while ensuring all brand standards are being applied.
• Able to effectively deal with internal and external customers with tact and diplomacy to defuse anger, collect accurate information and resolve conflicts.
• Able to observe and detect signs of emergency situations.
• Able to establish and maintain effective working relationships with associates, customers and patrons.
• Command of the English language both written and verbal.
• Able to multi-task, and prioritize with excellent follow up skills and customer service.
• Regular attendance in conformance with the standards is essential to the successful performance of this position.
• Able to work a flexible schedule, varied shifts, including Weekday, Evenings, weekends and holidays.
• Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform and nametag.