What are the responsibilities and job description for the Hotel Night Auditor position at A & R Hospitality?
**OVERNIGHT SHIFTS REQUIRED**
The Role:
The Night Auditor/Guest Service Representative (GSR) works at the hotel's front desk and provides service to guests and clients. The GSR greets and checks in arriving guests and checks out departing guests. The GSR offers excellent customer service to all guests, makes reservations for guests arriving on the same day or future dates, answers incoming phone calls, and responds to any guest inquiries or requests. The agent will also perform brand-required tasks within the property's front desk system to process the hotel's nightly audit.
Duties and Responsibilities:
❑ Block incoming reservations based on guest requests and the availability of rooms to meet those requests.
❑ Block arriving reservations of all groups, if deemed necessary, pre-register the rooms in the property computer system, place keys in envelopes, and note the room number on the envelopes.
❑ Register all incoming guests, ensuring all pertinent information is obtained, the registration card is completed, and the payment method is established.
❑ Accept and record credit card and photo ID information on guest accounts in the hotel computer system.
❑ Assist as needed in other departments and areas including the Guest Breakfast, Housekeeping, Laundry, and property designated events.
❑ Maintain the cleanliness of the back office and front desk area.
❑ Anticipate guest needs, respond promptly, and acknowledge all guests promptly and courteously.
❑ Always maintain positive guest relations.
❑ Address and resolve guest complaints in a timely manner to ensure guest satisfaction.
❑ Document all guest requests and concerns and communicate information to the responsible personnel for proper handling in a timely manner.
❑ Prepare a shift drop verifying the totals determined to match the totals in the property management system.
❑ Maintain the confidentiality and security of proprietary company information, correspondence, reports, and files.
❑ Handle and document all Lost and Found items as directed by management’s policies and procedures.
❑ Perform other duties as assigned by management.
❑ Follow and adhere to all standards and regulations set forth by brands, A&R, and as directed by management.
❑ Perform nightly audits according to brand and A&R hospitality standards. ❑ Send required reports to corporate staff each evening.
❑ Assist in the setup of the hotel's breakfast.
❑ Be a Brand Ambassador of A&R’s Culture, Mission and Values.
Required Skills and Experience:
❑ Previous hospitality industry experience is preferred but not required.
❑ Highly energetic and self-motivated individual
❑ Willing to take the initiative and work with little direction.
❑ Excellent interpersonal and communication skills and strong customer/client focus are essential.
❑ Strong problem-solving skills.
❑ Ability to work in a fast-paced, high-pressure environment.
❑ Ability to shift and manage multiple priorities.
❑ Results-driven focus and ability to work through to completion promptly. ❑ Adaptable to change.
❑ High level of flexibility regarding overtime during busy periods as directed by management.
❑ Physical: Must be able to stand for periods; ability to lift up to 25 lbs.; ability to lift, push, and pull moderate weight frequently.
