Guest Service Agent / Night Auditor

Howard Johnson Hotel and Suites Elk Lake - Royal Oak, BC (7 months ago)

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Position Summary– The Night Auditor (NA) is the key decision-maker at the hotel for the overnight shift responsible for providing superior guest service and for reconciling daily hotel revenues. As the afterhours caretaker the Night Auditor ensures the safety and security of our guests and facilities.

Key Responsibilities

Finance

  • Reconciles the hotel’s revenue and settlements accurately and in a timely manner.
  • Assists in reviewing and implementing control policies and procedures for all Revenue sources.

Front Office

  • Provides and maintains our high standard of customer service by efficiently and accurately dealing with all guest transactions, including the process of checking in and checking out guests.
  • Acts as a host to our guests by searching out opportunities to go above beyond, to wow the guest; drives customer loyalty by building emotional, individualized connections with customers; and anticipating needs and being proactive.
  • Provides reservation information and rate information as required. Drive revenue by selling walk-ins, upselling, and booking reservations and providing rate information to make sales.
  • Participates as a member of the Front Office Team by assisting in various Front Office Operations.
  • Has a strong knowledge of the hotel and local area to help guests enjoy and extend their stay.
  • Upholds the core values of the Holiday Inn Express & Suites Comox Valley.

Security

  • Acts as the caretaker of the property of the overnight shift to ensure the safety and security of our guests and facilities.

Duties and Essential Job Functions

Finance

  • Reconciles the hotel’s revenue and settlements accurately and in a timely manner.
  • Posts all daily room and outstanding charges
  • Balances all revenue totals of cash and credits against revenue report
  • Takes over from the evening Guest Services Agent, checking and accepting floats
  • Accepts and locks away keys from various departments
  • Prepares hotel operating reports and completes audit package
  • Corrects any errors or omissions made in daily cash transactions
  • Prepares Credit Card/Room Charge reconciliation summaries
  • Assists in reviewing and implementing control policies and procedures for all Revenue sources.
  • Recognizes and responds to any unusual daily transaction activity and reports the findings to the FOM
  • Notifies management of any variances in the above process

Front Office

  • Providing a high standard of customer service by efficiently and accurately dealing with all guest transactions, including the process of checking in and checking out guests.
  • Registers guests and assigns rooms, accommodating special requests whenever possible
  • Assists blocking of room from reservations
  • Thoroughly understands and adheres to proper credit and cash handling policies and procedures
  • Understands the switchboard console and how to use it
  • Use of proper telephone etiquette, adhering to Front Office Standards
  • Answers calls in a timely and professional manner
  • Acts as a host to our guests by searching out opportunities to go above beyond, to wow the guest; drive customer loyalty by building emotional, individualized connections with customers; and anticipating needs and being proactive.
  • Acknowledge all customers that enter the lobby area and greeting guests first
  • Promote good will by being courteous, friendly, professional and helpful to guests and co-workers
  • Interprets guest needs and provides the “right” service
  • Actively seeks opportunities to make an emotional connection with the guest, far surpassing their expectations at every opportunity
  • Provide reservation and rate information as needed.
  • Uses suggestive selling techniques to sell rooms and to promote other services of the hotel
  • Possess a working knowledge of the reservations department and takes reservations where possible
  • Know and enforces cancellation procedures and policies
  • Applies the appropriate rate in accordance with the Front Desk SOPs
  • Participates as a member of the Front Office Team by assisting in various Front Office Operations.
  • Reads and initials all memorandums and SOPs pertaining to the Front Office
  • Attends Front Office Department Meetings
  • Reports guest room maintenance work to the maintenance department
  • Reports any unusual occurrences or requests to the Manager on Duty at end of shift
  • Maintains the cleanliness and neatness of the front desk area.
  • Has a strong knowledge of the hotel and local area to help guests enjoy and extend their stay.
  • Understands room status and room status tracking
  • Knows room locations and types of rooms
  • Familiar with all hotel amenities
  • Has knowledge of local Victoria area
  • Integrity; Service Excellence; Ownership; Enrich the Community

Security

  • Acts as the caretaker of the property of the overnight shift to ensure the safety and security of our guests and facilities.
  • Knows all safety and emergency procedures for all the areas of the hotel.
  • Is also aware and responsible for implementation of accident and emergency prevention policies
  • Manages any security issues afterhours. Communicates with the guests where necessary and reports issues

The above statements are intended to describe the general nature and level of work to be performed by the employee in this job. They are not intended, and should not be construed, to be an exhaustive list of all responsibilities, skills, efforts, or working conditions associated with the job. They are intended to be accurate reflections of those principle job elements for defining expected performance and making fair pay decisions about the job and additional duties and responsibilities may be assigned. This job supersedes all prior job descriptions for this position.

Knowledge and Skills Required

Behaviour

· High School Diploma required, post secondary education preferred (Accounting/Bookkeeping)

· Minimum of 3 years experience

· Experience with Opera PMS an asset

· Strong computer skills - knowledge of MS Office required

· First aid and CPR qualification are beneficial

· Able to work the night shift (11 pm to 7 am); including 7am - 3pm; 3pm - 11pm

· Outstanding customer service skills

· Takes initiative and ownership of tasks

· Attention to detail and problem resolution skills

· Multitasking, organization and prioritizing to meet deadlines

· Perceptive; able to read customers needs

· Manages stress in an appropriate and professional manner

· Positive attitude

· Ability to work independently for long periods of time yet still willing and able to be part of a team

Job Type: Full-time

Job Type: Full-time

Salary: $35,000.00 to $45,000.00 /year

Experience:

  • front desk: 1 year (Preferred)