Guest Service Agent & Night Auditor-Hilton Garden Inn New York - Hilton Garden Inn Times Square South

Guest Services Agent/ Night Auditor

SUMMARY:

To assist guests efficiently, courteously, and professionally in all Guest Service-related functions and to maintain high standards of service and hospitality. Process daily audit of the hotel’s financial data.

RESPONSIBILITIES:

• Provide the highest quality of service to the customer at all times. Promptly and effectively deal with guest complaints and requests.

• Check guests in and out efficiently and in a friendly manner.

• Post guest charges and compute guest bill, collect payment and make change for hotel guests following all cash handling procedures as required by M&R Hospitality Management.

• Handle guest mail and messages per established procedures. Be very knowledgeable of Rewards program and promotions.

• Develop a thorough knowledge of hotel staff, room locations, room rates, amenities, and selling strategies.

• Take reservation requests efficiently.

• Answer switchboard in accordance with standards of proper telephone etiquette.

• Block rooms and handle special requests.

• Monitor room availability.

• Handle safe deposits by guests per established procedures.

• Keep lobby, back office and desk area clean and presentable.

• Have a thorough knowledge of emergency and security procedures.

• Offer and properly handle requests for wake-up calls.

• Know how to clean guest rooms to standards.

• Open and close shift; make cash drops.

• Ensure all credit cards, cash, and change fund are balanced throughout each shift.

• Inform management of any guest or systems related complaints or problems.

• Communicate with incoming staff and management by logging pertinent information in the pass on log.

• Keep maintenance informed of all maintenance needs.

• Pass on guest lost and found inquiries to management or supervisors.

• Assist in marketing effort by completing Company Tracking nightly.

• Verify each Front Desk shift’s transactions. Process credit card transactions.

• Post tax charges to all guest folios

• Finalize transactions completed during the day.

• Create and/or print required reports.

• File or transmit reports as directed.

• Prepare folios for departing guests.

• Post telephone charges, valet charges, and other miscellaneous charges to guest accounts.

• Administer guest payment policies.

• Responsible for shift cash transactions.

• Responsible for maintaining hotel key security system. Administer guest safe deposit boxes.

• Responsible for knowing hotel emergency procedures.

• Coordinate with other departments to fulfill guest special requests.

• Communicate facilities and services to guests at check-in.

• Answer guest questions regarding local area facilities.

• Must wear proper uniform at all times in accordance with the Standards of Appearance. Have a thorough knowledge of emergency procedures.

• Practice safety standards at all times.

• Be able to move luggage or packages weighing up to 40 lbs.

• Each associate will be required to follow the rules as found in the M&R Employee Handbook

• Perform other duties as assigned by management, of which employee is capable of performing

I