Nighttime Guest Services Agent

2 weeks ago

Portland, Oregon, United States Hotel Grand Stark Full time

NIGHT AUDIT AGENT | HOTEL GRAND STARK

POSITION SUMMARY:

We are seeking a dedicated Night Audit Agent to manage overnight operations at our esteemed hotel, ensuring seamless late check-ins and effective communication with various departments in a 24/7 hospitality environment.

ABOUT HOTEL GRAND STARK:

Situated in the heart of Portland's Central Eastside, Hotel Grand Stark reflects the unique character of the Pacific Northwest. Our establishment features 57 meticulously designed guest rooms, including King, Queen, and Double-bedded options, alongside a restaurant, bar, and a welcoming lobby with a dedicated Study Hall. The hotel is crafted to honor the rich history of the neighborhood while fostering inclusive spaces for both travelers and locals. If you are passionate about building authentic connections, excel in a fast-paced hospitality setting, and take pride in enhancing guest experiences, we welcome you to be part of our team at Hotel Grand Stark.

KEY RESPONSIBILITIES:
  • Availability to work from 3:00 PM to 11:00 PM as needed.
  • Engaging positively with guests, colleagues, and vendors during the evening and overnight shifts.
  • Assisting guests throughout their overnight stay, including managing the check-in/check-out process, billing, and addressing inquiries.
  • Serving as an informed resource, ready to share insights about the hotel, its amenities, and the surrounding area.
  • Fostering a friendly and welcoming atmosphere among colleagues and guests.
  • Building lasting relationships with hotel guests in alignment with our service excellence standards.
  • Facilitating a smooth registration process and guest arrivals, while actively listening to feedback and managing folios.
  • Responding to phone calls, emails, and other guest inquiries promptly and courteously.
  • Entering guest information and payments into hotel management software, such as Opera.
  • Collaborating with sales and operations teams to ensure a seamless guest experience.
  • Anticipating guest needs and finding innovative ways to enhance their stay, encouraging repeat visits.
  • Maintaining attention to detail, whether addressing a misplaced item or assisting a guest in need.
  • Upholding established policies and procedures with professionalism.
  • Effectively communicating guest requests or concerns to the Front Desk Manager, Housekeeping, or Engineering teams.
  • Conducting safety and cleanliness walkthroughs.
  • Performing safety duties and adhering to emergency protocols as required.
  • Assisting other departments as necessary to ensure a safe and enjoyable experience for guests and staff.
  • Maintaining a professional appearance in a sharp uniform.
  • Completing all daily front desk tasks, including reconciling and balancing room posts.
  • Generating accounts receivable reports and preparing next-day reports for the hotel.
  • Addressing guest complaints and requests in a friendly and professional manner.
  • Ensuring all issues are communicated to the appropriate department manager for resolution.
  • Investigating reported safety issues and providing recommendations to prevent recurrence.
  • Initiating investigations and completing incident reports when necessary.
  • Communicating guest service complaints and issues to management as needed.
QUALIFICATIONS:
  • Positive attitude and energetic demeanor.
  • Strong service orientation and teamwork skills.
  • Ability to multitask effectively.
  • Excellent interpersonal, analytical, and organizational abilities.
  • Basic arithmetic knowledge.
  • Proficient in data entry and computer information systems.
  • Flexible schedule with availability for various shifts.
  • Fluency in English, both verbal and written.
  • Clear communication skills and ability to provide directions.
  • Attention to detail, speed, and accuracy in job functions.
  • Ability to prioritize tasks and maintain organization.
  • Calm and clear thinking in problem-solving situations.
  • Ability to follow directions thoroughly.
  • Understanding of guest service needs.
  • Collaborative mindset to work cohesively with colleagues.
  • Ability to work independently with minimal supervision.
  • Commitment to maintaining confidentiality of guest information.
  • Physical ability to stand for extended periods and lift up to 25 lbs.
BENEFITS:
  • Competitive compensation package, including medical, dental, vision, and life insurance.
  • 401(k) retirement plan.
  • Paid time off, holiday pay, and sick leave.
  • Opportunities for career advancement within a growing organization.
  • Professional development programs to support your success in various hospitality career paths.
  • Collaborative work environment that encourages creative contributions.
  • Employee discounts on hotel stays and dining across our portfolio.
  • Hands-on training with a supportive team.
Palisociety is an Equal Opportunity Employer dedicated to building a diverse workforce and fostering an inclusive culture. We do not discriminate based on disability, veteran status, or any other protected status under federal, state, or local laws.

Company Overview:

Palisociety is a fully integrated hospitality company that develops and operates distinctive hotels and residences nationwide. Our portfolio includes a unique collection of hotels, Palihouses, Palihotels, and ARRIVE by Palisociety. We aim to inspire and delight our guests and the local community by creating exceptional neighborhood-centric spaces filled with engaging people, friendly staff, and reliable service. Founded in Los Angeles by CEO Avi Brosh in 1998, we continue to expand and seek passionate individuals to join our team and grow with us.

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