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Front Desk Agent/night Auditor

4 months ago

Matteson, United States Holiday Inn Matteson Illinois Full time

***: The Guest Services Agent is responsible for ensuring guest satisfaction and revenue optimization through check in, check out, reservations, and attentive coordination of hotel services for guests. This position would be hired under **Midwest Staffing Agency**.

**ESSENTIAL DUTIES & RESPONSIBILITIES **include but are not limited to:

- Registers guests into hotel in a prompt and courteous manner using up selling techniques to maximize room rates; prepares for group check in and out, and VIP arrivals; becomes informed of events and groups in the hotel during the shift.
- Checks guests out of the hotel; processes customer payments according to established policies and procedures.
- Responds to guest requests promptly; promotes hotel services and facilities. Provides guests with information such as local attractions and directions to increase guest satisfaction.
- Resolves minor guest complaints to the satisfaction of the customer; informs supervisor of major problems, complaints, disturbances or unhappy guests.
- Books guest reservations for individuals that are requested either by telephone or from within the hotel.
- Up sells rooms whenever possible according to established procedures to maximize hotel average room rate; utilizes yield management strategies to insure a full house whenever possible.
- Handles departmental accounting of monies, receipts, guest accounts and other forms of credit; post all charges; completes cashier's report, prepares deposit and counts cashier bank.
- Issues, controls, and releases guest safe-deposit boxes.
- Fills out a shift report of all complaints, compliments, maintenance issues, etc., which is submitted to the General Manager at the end of the shift.
- Perform the Guest “Courtesy Calls” and try to call as many guests as possible within 45 minutes after check in. Refer to courtesy call sheet.
- Handle all third party (OTA) reservations and check in procedures.
- Properly check in all CLC guest and post their stay on WebCheckinn.
- Exhibit leadership qualities in the absence of management. Front Desk Agent acts as Manager on Duty when Manager is not present.
- Work closely and harmoniously with all department heads within the property and with corporate personnel when required.
- Provides courteous, efficient telephone service to guests and public.
- Provide wake-up calls to guest rooms.
- Records incoming packages, mail, or faxes and promptly notifies guests.
- Acts as central communications point during emergency situations by having thorough knowledge of emergency, safety and security procedures, and having telephone numbers of local fire, police, poison control, etc.
- Work closely with sales managers when requested.
- Fill out Sales Lead sheets for potential business.
- During check-in, do not announce guestroom number. All guestroom numbers should be written down. Confirm guest information before reissuing guestroom keys.
- Always wears appropriate clothing or uniform as prescribed by company policy. Nametags are considered part of the uniform.
- Inform housekeeping supervisor of early checkouts and special requests, etc.
- Review folio account balances report and make sure all guests have proper credit for their stay.
- Flexibility required when requested to work in cases of emergencies. Front Desk agent may be required to cover additional shifts when it is needed.
- Serve as Manager On Duty of the hotel in absence of hotel management.
- Perform other duties as designated by hotel management.

**KNOWLEDGE, SKILLS & ABILITIES**
- Ability to work in a fast-paced work environment with the ability to adapt to change quickly.
- Must be able to work nights, weekends and holidays as needed. Schedule varies according to business demands and needs.
- Appropriate level of administrative and customer service experience and skills.
- Proven Ability to operate safely in the workplace, with experience in holding peers and direct reports accountable to safety standards.
- Effective communication skills with employees at all levels.
- Excellent organizational skills, with a demonstrated ability to organize, plan and prioritize multiple projects and deadlines in a fast-paced environment, with good attention to detail.
- Ability to work autonomously and understand when management needs to be involved in decision making.
- Sensitivity to problems or challenges - The ability to identify when something is wrong or is likely to go wrong, with the skill to effectively communicate with guests in a professional manner.
- Oral Comprehension - The ability to listen to and understand information and ideas presented through verbal communication.
- Effective decision making - The ability to analyze information, evaluate results, and implement the best solution to solve problems or challenges.

**QUALIFICATIONS**
- High School Graduate or equivalent.
- 1-2 years or more office assistant experience, or the equivalent combination or education and on the job experience.
- Ability to successf