What are the responsibilities and job description for the Guest Service Agent/PT Night Auditor position at Tucson Hotel Management, LLC?
The Night Auditor serves as Night Manager of the property from 11 pm to 7 am. Responsible for the safety of guests, employees, and facilities. End of day reporting requirements and distribution of said reports to Department Managers is a daily requirement. Night Auditors are expected to proactively handle the requests and transactions of the Guests, and do whatever necessary, in accordance with Company policies and procedures, to ensure Guest Satisfaction.
The duties of a Night Auditor are (but not limited to) the following:
- Efficiently check Guests in and out of the Property.
- Complete night audit.
- Post all valid charges to Guest accounts in an accurate and timely manner.
- Replenish coffee and water stand.
- Clean the front and back office nightly.
- Complete all administrative documentation in an accurate and timely manner.
- Complete checklist tasks fully, and within the shift.
- Follow proper key control procedures for issued keys.
- Follow emergency procedures, Material Safety Data Sheet (MSDS), safety precautions, and safest work habits.
- Manage difficult/noisy guests following company procedures; direct security to keep situations from getting out of hand.
- Maintain the Guest Request/Complaint Log/Work orders- take ownership of all issues.
- Make, modify and cancel Guest reservations, noting any special requests.
- Proactively up-sell and cross-sell where possible.
- Read, initial, and maintain Communications Log.
- Responsible for running availability report.
- Responsible for balancing shift cash, check, and credit transactions.
- Follow proper key control procedures for issued keys.
- Remain aware of any and all potential security problems and report them to your Supervisor and/or GM.
- Report any suspicious or unusual situations encountered while performing duties to Supervisor, GM, or MOD.
- Follow emergency procedures, Material Safety Data Sheet (MSDS), safety precautions, and safest work habits.
- Carry out any reasonable request by Management and Management Company.
- CORE COMPETENCIES: Sound judgment, Must be able to handle loud, rude, or intoxicated guests, Be able to interact with law enforcement, and remain calm.
- Ability to sit/stand for extended periods of time (maximum 5 hours at a time, 8 hours in total/day)
- Ability to work on a computer for extended periods of time (maximum 5 hours at a time, 8 hours in total/day.
- Ability to speak and hear on a phone within a shared workspace
- Be able to stay awake during overnight hours
- Able to clearly communicate to employees, guests, vendors, Corporate Executives.
- Able to work a flexible schedule including weekends, days, and evenings as the business dictates.
Qualifications
- Customer service experience in a hospitality setting
- Front desk experience, preferably in a hotel environment
- Proficiency in using multi-line phone systems
- Strong guest service skills and guest relations experience
- Ability to work effectively during night shifts and perform night audit duties
- Knowledge of hospitality management practices
- Fluency in multiple languages is a plus
- Prior experience in hotel management or night audit roles
- Excellent phone etiquette and communication skills
- Strong computer skills for data entry and report generation
