What are the responsibilities and job description for the Night Audit / Guest Services Representative position at Swan Lake Resort?
Description:
The Night Audit is a member of the Front Office team. This position is responsible for: maintaining and promoting hospitality at all times; welcoming and serving guests in a courteous, efficient and friendly manner, both face-to-face and on the phone. As part of this job, this individual is required to: demonstrate good computer skills; accurately handle cash and charges; stand for long periods of time; present a friendly, outgoing, energetic and guest service oriented demeanor.
Duties:
- Be pleasant, smile and greet all guests, using surnames when obtained.
- Respond to all guest requests appropriately in a timely manner.
- Properly answers/responds to in-coming calls and website requests to promote hotel and resort services and packages, take reservations and answer questions.
- Receives and resolves guest complaints follow up to ensure guest satisfaction as required by management.
- Assist guests with booking, changing and canceling reservations as needed.
- Offer additional value-added features to all guests within booking process and during their stay as appropriate.
- Communicate room needs to facilities and maintenance team.
- Check-in and check-out hotel guests in a confident, professional, and friendly manner.
- Anticipate guests' needs, respond promptly and acknowledge all guests.
- Communicate service and amenities of the hotel to guests.
- Review arrivals noting special requests and blocking rooms as necessary for VIP and group arrivals.
- Adhere to all cashiering procedures: open, secure and balance out shift banks to include the verification of all cash and credit card transactions during a given shift.
- Communicate pertinent guest information to designated departments/personnel(i.e., special requests, amenity deliver).
- Keep the front desk, lobby and pantry areas clean and well organized.
- Replenish pantry inventory daily.
- Coordinate with other departments - golf, restaurant, banquet, conference, sales - other service arrangements and accommodations so that guests and staff are prepared for visits.
- Complete final manual postings for all miscellaneous income departments.
- Balance all miscellaneous income departments against vouchers, tape totals, and property management system totals.
- Complete a Room Rate Exceptions report to determine any and all inappropriate rates.
- Initiate Night Audit process in the Property Management system.
- Prepare all management reports for hotel management.
- Perform research on credit card chargebacks as directed by accounting.
Qualifications:
Candidates must have a high school diploma, be 18 years or older and be willing to work 11:00 PM to 7:00 AM. Schedule currently consists of Friday and Saturday nights. Additional shifts may be available.
