Guest Service Representative/Front Desk/Night Auditor - Hotel / Hospitality

JOB DESCRIPTION:

Company Overview: WaterWalk Hospitality is a dynamic and rapidly growing hotel management company with a portfolio of hotels across various states, each offering unique guest experiences. WaterWalk Extended Stay by Wyndham brings an innovative approach to the extended stay hotel segment, offering both traditional extended stay suites as well as unfurnished suite options for longer stay lengths. We are seeking a friendly and service-oriented Guest Service Representative/Night Audit to join our team. This role is pivotal in delivering high-level guest service and ensuring each guest feels welcomed and valued from the moment they arrive. This role will be required to work a split shift of Guest Service Representative (2-3 days per week) and Night Audit (1-2 days per week).

Job Summary: The Guest Service Respresentative/Night Audit is responsible for managing all front desk operations, including check-in, check-out, and guest inquiries. This role requires excellent communication skills, a warm and welcoming demeanor, and the ability to handle multiple tasks efficiently. The Guest Service Representative/Night Audit plays a key role in creating a positive first and last impression for our guests.

Key Responsibilities:

Guest Service Excellence:

• Greet and welcome guests with a friendly and professional demeanor, ensuring they feel valued and appreciated.
• Provide prompt and courteous service, addressing guest inquiries and requests with efficiency and a positive attitude.
• Anticipate guest needs and offer personalized service to enhance their stay experience.

Check-In & Check-Out:

• Manage the check-in and check-out process, ensuring accuracy in guest registration, room assignment, and payment processing.
• Verify guest information and provide an overview of hotel amenities, services, and policies

Reservation Management:

• Assist guests with reservations, modifications, and cancellations, ensuring all details are accurately recorded in the system.
• Maintain knowledge of room availability, rates, and special offers to maximize occupancy and revenue.

Problem Resolution:

• Address guest concerns or complaints promptly and effectively, finding solutions that ensure guest satisfaction.
• Escalate issues to the appropriate department or management when necessary to resolve problems.

Communication & Coordination:

• Communicate effectively with other departments, including housekeeping, maintenance, and management, to ensure smooth operations.
• Coordinate with other departments to meet guest needs

Administrative Tasks:

• Maintain accurate records of guest accounts, transactions, and special requests.
• Handle cash and credit card transactions securely and in compliance with hotel policies.

Hotel Knowledge:

• Stay informed about hotel services, local attractions, and events to provide guests with recommendations and assistance.
• Ensure the front desk area is clean, organized, and well-stocked with necessary supplies.

Qualifications:

• High school diploma or equivalent; additional education in hospitality or related fields is a plus.
• Previous experience in a front desk or customer service role, preferably in the hospitality industry.
• Strong communication and interpersonal skills.
• Ability to multitask and work efficiently under pressure.
• Proficient in using hotel management software and Microsoft Office Suite.
• Excellent problem-solving skills and a proactive approach to guest service.
• A friendly, professional, and welcoming demeanor.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Health savings account
• Paid time off
• Vision insurance

Work Location: In person