Night Audit Guest Services Representative

2 weeks ago


New York, New York, United States Comfort Inn Brooklyn Full time
Job Overview

Position: Night Audit Guest Services Representative

OBJECTIVE:

The primary goal is to assist patrons in a prompt, courteous, and professional manner across all Guest Service functions while upholding exceptional standards of hospitality.

KEY DUTIES:

  • Deliver outstanding service to guests consistently. Address guest concerns and requests swiftly and effectively.
  • Facilitate the check-in and check-out processes in a friendly and efficient manner.
  • Accurately post guest charges, calculate bills, process payments, and provide change in accordance with established cash handling protocols.
  • Manage guest correspondence and messages according to established guidelines. Maintain comprehensive knowledge of loyalty programs and promotional offers.
  • Acquire an in-depth understanding of hotel personnel, room configurations, pricing, amenities, and sales strategies.
  • Efficiently handle reservation inquiries.
  • Operate the switchboard following proper telephone etiquette standards.
  • Reserve rooms and accommodate special requests.
  • Monitor room availability and status.
  • Administer guest safe deposit procedures as per established protocols.
  • Ensure the lobby, back office, and front desk areas are clean and organized.
  • Maintain a thorough understanding of emergency and security protocols.
  • Manage and fulfill wake-up call requests appropriately.
  • Understand and adhere to room cleaning standards.
  • Open and close shifts; perform cash drops as necessary.
  • Ensure all financial transactions, including credit cards and cash, are balanced throughout each shift.
  • Report any guest-related issues or system problems to management.
  • Communicate effectively with incoming staff and management by documenting relevant information in the pass-on log.
  • Notify maintenance of any repair needs.
  • Assist management with guest lost and found inquiries.
  • Support marketing initiatives by completing nightly tracking reports.
  • Adhere to the uniform policy at all times in line with the Standards of Appearance. Maintain a thorough understanding of emergency procedures.
  • Follow safety protocols consistently.
  • Be capable of lifting luggage or packages weighing up to 40 lbs.
  • Comply with all guidelines outlined in the Employee Handbook.
  • Perform additional tasks as assigned by management, within the employee's capabilities.


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