Job description

Guest Service Agent/ Part Time Night Auditor

Job Summary

Night Auditors are responsible for the front desk operation during the overnight shift. Primary responsibilities include: making reservations, registering guests, checking guests in, preparing daily reports, balancing transactions, and conducting security walks. Night Auditors must be able to work independently and with minimal supervision. They must also be able to problem-solve and troubleshoot in order to resolve guest issues that may arise and respond to emergency situations.

The ideal candidate for this role will cover a minimum of two shifts a week of night audit, 11 pm-7 am.

Audits, balances, and reports on the various areas of the hotel (e.g., food and

beverage, rooms, front desk, gift shop, etc.) to provide accurate and timely financial information on the

hotel’s operational performance for the day. Oversees front office/front desk operations during the

overnight shift.

The wage would start at $16.00 an hour

Guest Service Agents must possess a positive and upbeat personality with a desire to deliver outstanding customer service to our guests. Guest Service Agents must have the ability to multi-task, be detail-oriented, and be able to problem-solve in order to effectively deal with internal and external customers.

Immediate supervisors:
Front Office Manager

General Manager

Assistant General Manager

Duties Responsibilities:
Checks front office accounting records for accuracy and compiles information for the hotel’s

financial records.

Tracks room revenues, occupancy percentages, and other front-office operating statistics.

Prepares summary of cash, check, and credit card activities, reflecting the hotel’s financial

performance for the day.

Posts room charges and room taxes to guest accounts. Processes guest charge vouchers and

credit card vouchers.

Verifies all account postings and balances.

Summarizes results of operations and prepares reports for management.

Performs duties of the Guest Service Agent.

Performs other duties as assigned.

Provide accurate, descriptive hotel and city information to all callers. Be knowledgeable of hours of operation for all hotel facilities.

Answer phones promptly in a polite and professional manner using the standard phraseology. Use associate’s name when answering all in-house calls. Responsibility for routing incoming calls to the right department, guestroom, meeting room, or other facilities.

Responsible for recording and setting all wake-up requests.

Ensure that all problems and guest complaints are resolved and logged on the Guest Response Log and relayed to the supervisor.

Process express checkouts

Taking reservations and fielding inquiries using prescribed procedures, verbiage.

Qualifications and requirements:
Previous audit experience preferred.

Previous hotel experience desired.

Strong customer service orientation and skills.

Present a professional image, and able to communicate well with both guests and employees.

Ability to operate front office equipment and computers.

Ability to compile facts and figures.

Ability to understand principles of auditing, balancing, and closing out accounts.

Ability to work a flexible schedule, including weekends and holidays.

Neat and clean in appearance, good grooming

In uniform for all shifts, clean and neatly pressed

Friendly and outgoing personality

Good communication skills

Clear and professional speaking voice

Knowledge of all office equipment and computer systems

Fulfilling guest's needs upon request

Reliability and honesty

Follow work schedule policies

Proficient in the English language

Ability to stand for long periods of time – up to 8 hours at a time

Ability to work alone with little to no supervision

Departmental Policies:
We are a business that is open 24 hours a day, 7 days a week, and scheduling is done based on business flow and need. In the event, you are scheduled for a shift which you are unable to fulfill you are responsible for finding your replacement.

A no-show/no call or failure to work a scheduled shift will be considered an unexcused absence.

Our departmental discipline policy allows up to 3 formal warnings followed by severe discipline which may include termination.

Uniforms – you are required to provide your own comfortable black dress shoe and black dress pants. A shirt will be provided for you

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