What are the responsibilities and job description for the Guest Services Agent, Night Audit Relief -Holiday Inn Express position at M&R Hotel Management?
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
