Overnight Guest Services Agent

4 weeks ago

Portland, United States Pyramid Global Hospitality Full time
Property

About Us

At Pyramid Global Hospitality, people come first. As a company that values its employees, Pyramid Global Hospitality is dedicated to creating a supportive and inclusive work environment that fosters diversity, growth, development, and wellbeing. Our commitment to a People First culture is reflected in our approach to employee development, employee benefits and our dedication to building meaningful relationships. Pyramid Global Hospitality offers a range of employment benefits, including comprehensive health insurance, retirement plans, and paid time off, as well as unique perks such as on-site wellness programs, local discounts, and employee rates on hotel stays. In addition, Pyramid Global Hospitality is committed to providing ongoing training and development opportunities to help our people build the skills and knowledge they need to advance their careers. Whether you are just starting out in the hospitality industry or are a seasoned professional, Pyramid Global Hospitality offers a supportive and collaborative work environment that encourages growth and fosters success, in over 230 properties worldwide. Join their team and experience the benefits of working for a company that values its employees and is committed to creating exceptional guest experiences. Check out this video for more information on our great company

Location Description

Once you meet us, you'll discover that glamour is both a destination and a state of mind. Designed to hearken back to Hollywood's Golden Age, this refined property combines an art deco aesthetic with modern art. Guests enjoy our extensive signature amenities and a curated photography collection. Gracie's, our elegant restaurant serves brunch and afternoon tea, and signature cocktails made with a mid-century modern flair at the Driftwood Room.

Overview

Come be a part of something bigger

Pyramid Global Hospitality is a strong believer in offering our employees Work-Life Effectiveness through, practices, policies, and programs to help our employees achieve success at both work and home. Here are just some of the great benefits we offer:
  • Full Time employees have access to Medical and Dental insurance to fit your needs
  • Mosaic Learning Center (You can grow both personally and professionally through on-line webinars and self-study courses)
  • 401K match (Let us help you build your financial future)
  • Companywide Hotel Room Discounts (Who doesn't love to get away?)
  • Paid Time Off
  • Employee Assistance Program (We are here to support you and your loved ones)
  • Partnerships and discounts with major retailers such as AT&T, Verizon and Dish to name a few
  • Many more
Qualifications

PRIMARY PURPOSE OF THE POSITION: The Night Auditor is responsible for verification and auditing of hotel revenues and charge postings, balancing the day's transactions and performing the other duties and reports as assigned by supervisor. The Night Auditor performs daily reconciliation of the day's activity and ensures that all daily reports are generated, and daily revenues are balanced. The Night Auditor also prepares arrival reports for the next day's arrivals and business activities and serves as the Manager on Duty.

ESSENTIAL FUNCTIONS: (This list of essential functions is not exhaustive and may be supplemented and changed as necessary.)
  • Balance credit cards to the posting location summaries, obtain all approvals and transmit credit cards nightly.
  • Balance and audit room and telephone revenue and tax charges for accuracy; resolve any discrepancies; and assist in the preparation of all reports relevant to daily revenues.
  • Open, secure, and balance out daily shift bank which involves counting and verifying cash, check, and credit card transactions occurring while on duty.
  • Perform required reservation system back-ups during the night audit shift to ensure a current back-up of the hotel files is available.
  • Perform check-ins and checkouts and room change procedures in a confident, friendly, efficient, courteous, and professional manner. Ensure all information is fully entered into the hotel's reservation system in accordance with reservation.
  • Conduct pre-assignment of hotel rooms, which includes VIPS, repeat guests, all packages, and any special requests.
  • Attend to guest complaints, inquiries, and requests and refer unresolved issues to supervisor in a timely manner.
  • Communicates with other hotel departments as necessary to resolve accounting discrepancies and to request or provide information.
  • Ensure logging and delivery of packages, mail and messages to guests and meeting rooms.
  • In the absence of Bell Person, properly tag and secure luggage left in the custody of Front Desk. Gives copy of the luggage claim ticket to guest.
  • Ensure that hotel guest requests are coordinated to provide the best in guest satisfaction by maintaining contact via telephone with the other departments such as Reservations, Sales, Housekeeping, Bell and Valet.
OTHER FUNCTIONS:
  • Perform other duties as assigned by supervisor.
  • Obtain all necessary information when taking room reservations and follow the standard rate-quoting procedure.
  • Performs in coordination with Night Porter, in the capacity of Manager on Duty (MOD) when on shift.
SUPERVISORY RESPONSIBILITIES: Performs in the capacity of Manager on Duty (MOD) when on shift.

QUALIFICATION REQUIREMENTS: The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable qualified individuals with disabilities to perform the essential duties.
  • Ability to handle sensitive, confidential information discreetly and professionally
  • Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact, and diplomacy to defuse anger
  • Ability to work well under pressure of check-in/check-out of guests and handle multiple tasks at once
  • Ability to work independently with limited support and minimum supervision
  • Excellent verbal and written communication skills
  • Strong detail orientation; ability to set priorities, multi-task and meet deadlines
  • Strong organizational, problem-solving, and administrative skills
  • Ability to quickly learn and accurately administer complex processes
  • Proven ability to work effectively in an unstructured, fast-paced and constantly changing environment
  • Commitment to excellence and continuous improvement
  • Versatility, flexibility, and a willingness to work with multiple priorities with enthusiasm
  • Strong computer skills
EDUCATION and/or EXPERIENCE: College course work related field or training in accounting or hotel front desk preferred. High School diploma or equivalent required.
  • Previous experience in a 4 to 5 star hotel (and the quality and services expectations associated therewith) preferred
  • Minimum of one year of guest service experience preferred.
  • Multilingual skills are a plus.
LANGUAGE SKILLS: Ability to satisfactorily communicate in English (speak, read, write) with guests, co-workers and management to their understanding. Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. The ability to communicate information and ideas in writing so others will understand. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

MATHEMATICAL SKILLS: Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages. Ability to accurately compute and manipulate mathematical calculations. Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ration, and percent and to draw and interpret bar graphs.

CUSTOMER RELATIONS SKILLS: Knowledge of principles and processes for providing customer service. Must have assessment techniques, quality service standards, alternative delivery systems and customer satisfaction evaluation techniques.

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential duties.

While performing the duties of this job, the employee is regularly required to stand for long periods of time at a workstation, using a computer keyboard and visual display terminal. Employees are regularly required to talk or listen. The employee frequently is required to use hands to finger, handle, or feel objects, tools, or controls. The employee is occasionally required to reach with hands and arms. Flexible and long hours sometimes required during heavy early departures. The employee must occasionally lift, carry and put away parcels weighing up to 75 pounds. Specific vision abilities required by this job include the ability to adjust focus.

WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential duties.
  • The noise level in the work environment is usually low to moderate.
  • The temperature can fluctuate from cold to hot and vice-versa.

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