Night Auditor for Front Desk

2 weeks ago

Kissimmee, United States NDM Hospitality Services Full time
Job DescriptionJob Description

We are currently looking for a Night Auditor /Guest Service Front Desk Agent to join our team. As a Guest Service Agent, you'll be responsible for all front desk duties, delivery of quality customer service and resolution of guest issues, for our Margaritaville cottages located in Kissimmee, FL.

ESSENTIAL FUNCTIONS OF THE JOB

  • Welcomes and registers guests in a friendly, professional and efficient manner.
  • Obtains necessary credit and payment information from guests
  • Coordinates with Resort to satisfy guest requests
  • Provides detailed information about property, cottages and resort operating hours and events
  • Notifies Management of all special requests, late checkouts, etc
  • Adheres completely to all Margaritaville service standards
  • Receives and transmits guest messages
  • Answers telephone calls and guest inquiries in a friendly, professional manner
  • Maintains cleanliness of equipment in work areas
  • Accurately process all cash and credit card transactions in accordance with established procedures.
  • Generate all reports as required for arrivals audit. Maintain proper record keeping (i.e., log books, etc.) according to standards.
  • Respond appropriately to guest inquiries and concerns to ensure total guest satisfaction.
  • Handle guest issues to resolution in effort to improve the guest experience and escalate any outstanding guest inquiry or concern to management that may require additional monitoring or follow-up.
  • Make appropriate service recovery recommendations.
  • Promote team work and quality service through daily communications and coordination with other departments.
  • Ensure compliance with Club Operating Procedures

ADDITIONAL RESPONSIBILITIES

  • Ability to multi-task and work in a fast paced environment
  • Notifies appropriate individual promptly and fully of problems and/or unusual matters of significance.
  • Is polite, friendly, and helpful to guests, management and fellow team members
  • Executes emergency procedures in accordance with club standards
  • Complies with required safety regulations and procedures
  • Maintains cleanliness and excellent condition of equipment and work area
  • Complies with club standards, policies and rules
  • Remains current with club information and changes
  • Must maintain a professional appearance and a Can-Do, positive attitude towards all guests and staff
  • Attendance in conformance with standards
  • May be required to work varying schedules to reflect business needs of the club
  • Required to attend all training sessions and meetings
  • Cross train in Concierge and provide backup when necessary

KNOWLEDGE & SKILLS

  • Excellent communication skills oral and written
  • Excellent guest service skills
  • Ability to stand for an eight hour shift
  • Ability to work a flexible schedule to include weekends and holidays
  • Minimum two years night audit experience at a luxury/upscale resort
  • General knowledge of club departments preferred
  • Bi-lingual preferred

SERVICE STANDARDS

  • Eye contact should be made at a distance of no less than ten feet from every guest.
  • A genuine smile and sincere greeting or friendly gesture of acknowledgement should be offered at a distance of no less than five feet from every guest.
  • Employees should build rapport with guests during any conversation, if the guest responds to the initial statement with a conversational demeanor.
  • Guest last name is used effectively, but discreetly, as a signal of recognition as least once and not more than twice during any conversation with guests.
  • Before concluding conversations, the guest is verbally offered additional assistance with a statement relevant to the guest's individual needs.



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