Guest Service Agent

4 weeks ago

Downers Grove, United States Best Western Downers Grove Full time

**Perks**:
Vacation, Sick, Holiday, Medical, Dental, Vision and 401k

**Job Title: Night Auditor & Guest Service Agent**

**Status: Non-Exempt**
**Job Summary**:
Position is a combination of overnight shifts for Night Audit and swing shifts for Guest Service Agent. The Night Auditor responsibilities include audits, balances, and reports on the various areas of the hotel (e.g., rooms, front desk, group reservations, etc.) to provide accurate and timely financial information on the hotel’s operational performance for the day. The Guest Service Agent responsibilities include representing the hotel to the guest throughout all stages of the guest’s stay by working with all hotel personnel to ensure every guest experience superior customer care. Responsibilities include registering guests, assigning rooms, accommodating special requests, and ensuring the guests have a pleasant stay and smooth checkout.

**Essential Duties And Responsibilities**:

- Provides excellent guest services.
- Checks front office accounting records for accuracy and compiles information for the hotel’s financial records.
- Tracks room revenues, occupancy percentages, and other front office operating statistics.
- Prepares summary of cash, check, and credit card activities, reflecting the hotel’s financial performance for the day.
- Posts room charges and room taxes to guest accounts. Processes guest charge vouchers and credit card vouchers.
- Verifies all account postings and balances.
- Summarizes results of operations, prepares and distributes reports for management by end of their shift.
- Monitor lobbies and the front desk.
- Investigate disturbances, complaints, thefts, vandalisms, and accidents and report findings to management.
- Warns or ejects troublemakers and cautions careless persons.
- Obtains assistance for accident victims and writes incident reports.
- Notifies management of presence of persons with questionable reputations.
- Works with enforcement officers in emergency situations.
- Maintain an inventory of vacancies, reservations and room assignments.
- Possess a working knowledge of the reservations department, takes same day reservations and future reservations, when necessary, knows cancellation procedures.
- Knowledgeable of room locations, types of rooms available, and room rates
- Register arriving guests and assigns rooms.
- Coordinate room status updates with the housekeeping department by notifying housekeeping of all check-outs, late check-outs, early check-ins, special requests, and part-day rooms.
- Coordinate guest room maintenance work with the engineering and maintenance division.
- Use persuasive selling techniques to sell rooms and to promote other services of the hotel.
- Know daily activities and meetings taking place in the hotel and surrounding area.
- Manage and resolves all guest complaints in a professional and courteous manner.
- Process guest check-outs and handles monetary transactions.
- Maintain customers’ privacy.
- Maintain a high level of professional appearance and demeanor.
- Performs other duties as assigned.

**Qualifications**:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

**Education/Experience**:
High school diploma or equivalent. Previous hotel-related experience preferred. Knowledge of surrounding areas and local events. Ability to understand and adhere to proper credit, check cashing, and cash handling policies and procedures. Knowledge of how to properly secure guest information. Skilled in the use of front office equipment.

**Language Skills**:
Ability to communicate with public, hotel staff, and management in a professional manner. Knowledge of proper telephone etiquette. Ability to read and interpret documents such as safety rules, operating and maintaining instructions, and procedure manuals. Ability to write routine reports and correspondence.

**Mathematical Skills**:
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percentage.

**Reasoning Ability**:
**Computer Skills**:
To perform this job successfully, an individual should have knowledge of Word Processing software; Spreadsheet software; Internet software and property management software.

**Other**:
Ability to work a flexible schedule, including evenings, weekends and holidays.

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