JOB SUMMARY
The Guest Representative is responsible for the preparation and disposition of all night audit checklist work and reports. He/She/They is also responsible for providing attentive, courteous and efficient service to all guests throughout their stay while conducting the front office functions while on the 10pm – 6am shift. He/She/They are expected to actively develop superior service skills in dealing with clients, guest, and co-workers.

QUALIFICATION STANDARDS

 

EDUCATION & EXPERIENCE

• Experience in hotel or a related field required.
• High school diploma or equivalent required.
• Associate or bachelor degree preferred with an emphasis in Hotel Management, Hospitality Management and/or related fields.
• Knowledge of basic accounting principles.
• Must be proficient in computer business software applications such as MS Word and MS Excel.
• Must be fluent in English.
• May be required to have a food handler’s license.

PHYSICAL REQUIREMENTS
 

• Long hours sometimes required.
• Must be able to work evenings, weekends and holidays as needed.
• Light work – Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
• Ability to stand during entire shift.

MENTAL REQUIREMENTS
 

• Must work well in stressful, high pressure situations.
• Must have the ability to assimilate complex information and data from disparate sources and consider, adjust, or modify to meet the constraints of the particular need.
• Must be effective in handling problems in the workplace, including anticipation, preventing, identifying and solving problems as necessary.
• Must maintain composure and objectivity under pressure.
• Must be able to convey information and ideas clearly.

MENTAL REQUIREMENTS (continued)
 

• Must be able to evaluate and select among alternative courses of action quickly and accurately.
• Must be able to work with and understand financial information and data and basic arithmetic functions.
• Must be able to work in a self-managed environment.

DUTIES AND RESPONSIBILITIES

 

SERVICE ATTITUDE AND COMMUNICATION

• Maintain high standards of personal appearance and grooming, which include compliance with Brand dress code and uniform requirements.
• Maintain a professional and friendly demeanour at all times.
• Establish and maintain good communications and teamwork with fellow employees and other departments within the hotel.
• Must be always attentive, courteous and efficient in the dealings with clients, guests, managers and all other employees.
• Demonstrate a genuine care and commitment to guest service.
• Greet and welcome all guests approaching the front desk in accordance with Brand standards.
• Develop a team player attitude for the good of the hotel.

GUEST REPRESENTATIVE RESPONSIBILITY

• Responsible for the preparation and disposition of all night audit checklist work and reports as well as the front office function on the third shift (10pm – 6am).
• Provide attentive, courteous and efficient service to all guests prior to arrival and throughout their stay.
• Handle check-ins and check-outs in a friendly, efficient and courteous manner.
• Respond to all guests’ requests, problems, complaints and/or accidents in an attentive, courteous and efficient manner.
• Answer all guest inquires (i.e. hotel services and amenities, the area, etc.).
• Follow all Brand credit policies.
• Be aware of all rates, packages and special promotions.
• Obtain all necessary information when taking room reservations and follow rate quoting guidelines.
• Fully understand and be able to operate all relevant aspects of the front desk computer system.
• Focus on his/her role in contributing to guest satisfaction surveys.
• Demonstrate appropriate phone skills.
• Use Brand selling guidelines as part of the inquiry call process.
• Consistently perform above average in the mystery call process.
• Complete shift responsibility checklist
• Keep front office area clean and organized.
• Prepare coffee and breakfast set-up each morning prior to serving time.
• Pass and maintain food handlers license as required by hotel.
• Fulfill all other Guest Representative functions and responsibilities.

NIGHT AUDIT RESPONSIBILITY
 

• Maintain proper record keeping according to Brand standards.
• Initiate and complete the end of day process.
• Complete the night audit checklist.
• Balance daily reports and identify and correct any errors.
• Maintain cashiering responsibilities as per front office procedures.
• Run all necessary reports in a timely manner.
• Ensure backup tape is run each night and put in specified spot to be sent to the corporate office.
• Prepare for early morning checkouts.
• Distribute or tabulate any work as outlined by management.

GENERAL RESPONSIBILITY
 

• Comply at all times with Brand compliance standards and regulations to encourage safe and efficient hotel operations.
• Comply with all safety and security procedures as they relate to the building and guest corridors to ensure all areas are locked and secured.
• Have a thorough working knowledge of security procedures.
• Train any new Night Auditors as requested by management.
• Keep working areas neat and organized.
• Participate in all-employee meetings, events and other functions required by management.
• Be familiar with all Brand policies and hotel rules, as well as hotel terminology.
• Develop full understanding of hotel amenities and services.
• Understand emergency procedures and be prepared to help when necessary.
• Ensure correct and accurate cash handling while at the front desk.
• Perform any other duties as requested by management.

Pay is $17/hour

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