What are the responsibilities and job description for the Guest Service Agent - Night Audit - Full Time position at J W Marriott?
The Night Audit Guest Service Agent ensures that guests are checked in and out efficiently, and that guests are satisfied/followed-up with. Audits hotel accounting records for accuracy, and organizes hotel’s financial records. Perform job responsibilities satisfactorily and according to department standards. Adheres to all Company, Safety and Department policies and procedures. Fosters teamwork and provides excellent guest service, anticipates guest needs to exceed guest expectations. Builds brand loyalty by living the JW Marriott Core Values.
SKILLS/QUALIFICATAIONS:
- Must be literate and able to communicate in English.
- Must possess a high school diploma or GED. College or technical training preferred.
- Excellent customer service skills and telephone etiquette is required.
- Previous Night Audit experience is preferred.
- Must have knowledge of computers and typing.
- Must have experience with money handling procedures.
- Must be able to work the graveyard shift.
REQUIRED CERTIFICATE/LICENSE: Health Card and TAM Card
MAJOR JOB DUTIES: Duties include, but are not limited, to the following:
- Audit guest accounts to ensure room rates and market codes are correct and congruent.
- Audit group accounts to ensure all postings to the master/guest accounts are in accordance with the sales contract.
- Post room and tax and other charges to guest accounts.
- Run any computer reports necessary to complete accounting documents.
- Input report figures and complete reports according to standards.
- Track room revenues, occupancy percentages, and other Front Office statistics.
- Prepare a summary of cash, checks, and credit card activities.
- Summarize results of operation for management.
- Check guests in and out as necessary.
- Carry out any reasonable requests by management
- Ability to operate switchboard console
- Ability to effectively use L.E.A.R.N. technique for dealing with the guest complaints
- Ability to communicate well on the phone
The above statements represent a general outline of principal job functions and should not be construed as a complete description of all aspects and requirements required for this job.
PHYSICAL, ENVIRONMENTAL & OTHER REQUIREMENTS:
The physical demands described here are representative of those that must be met by an Associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Work is performed in an office environment and in other locations throughout the property. Must be tolerant to varying conditions of noise level, temperature, illumination and air quality. The noise level in the work environment is usually moderate. When on the casino floor, the noise level increases to loud. A casino environment typically allows smoking.
- Interacts with management, applicants, fellow Associates and/or guests.
- Ability to verbally communicate effectively with guests and coworkers
- Requires prolonged sitting or standing and mobility.
- Requires bending and reaching.
- Requires transporting, pushing, pulling, and maneuvering items weighing up to 50 lbs.
- Requires lifting items weighing up to 50 lbs.
- Prolonged periods of standing and/or walking
- Requires eye/hand coordination.
- Requires use of standard office equipment.
- Requires basic math.
- Requires the ability to distinguish letters, numbers and symbols.
- Ability to and comply with Policies and Procedures, Job Description, daily memorandums, chemical labels (MSDS) and other instructions.
- Exposure to cleaning chemicals
