Overnight Guest Services Coordinator
2 months ago
Reports to: Front Desk Supervisor or General Manager
Overview:
The Night Auditor plays a crucial role in ensuring guest satisfaction by executing various responsibilities:
Key Responsibilities
- Deliver exceptional service to all guests.
- Conduct financial reconciliations for the front desk, dining facilities, and retail outlets as outlined by corporate accounting protocols.
- Perform regular security inspections throughout the lodge.
- Maintain comprehensive knowledge of the property and its amenities, including the dining options available.
- Stay informed about other lodges and activities within the park.
- Respond to guest inquiries regarding resort services, registration, shopping, dining, entertainment, travel directions, and activities.
- Facilitate reservations for dining, transportation, or entertainment and coordinate tour arrangements.
- Utilize the computerized guest accounting system, credit card processing equipment, telecommunication devices, and various office tools.
- Ensure the front desk and lobby area are presentable and organized.
- Welcome, register, and assign accommodations to guests, providing them with room keys.
- Sort and distribute incoming mail and messages, and manage phone communications.
- Handle walk-in reservations efficiently.
- Collaborate closely with central reservations for any updates or modifications to bookings.
- Post charges for accommodations, food, beverages, and phone usage, ensuring clear communication of all charges.
- Calculate bills, process payments, and manage cash transactions accurately.
- Ensure precision in all postings and cash handling duties.
- Work in conjunction with housekeeping and maintenance teams to oversee room and cabin status. Assist with guest requests, such as delivering additional bedding or cribs.
- Safeguard guests' valuables in the hotel safe or safe deposit box upon request.
- May be assigned additional tasks in various departments to support team objectives.
- To excel in this role, candidates must demonstrate the ability to perform essential duties effectively. The following qualifications are preferred:
- Previous experience or training is advantageous but not mandatory.
- Ability to apply common sense to follow instructions provided in written, oral, or diagrammatic formats.
- Capability to address basic issues related to guest experiences (e.g., reservation discrepancies, maintenance concerns).
- Ability to identify and resolve basic posting errors or discrepancies.
The physical requirements necessary for successful performance in this role include:
- Frequent grasping, writing, standing, walking, and repetitive motions, along with listening and visual acuity.
- Continuous communication with guests, supervisors, and colleagues.
- Regular use of hands and arms, with occasional climbing, balancing, kneeling, or crawling.
- Regularly lifting or moving items up to five pounds and occasionally up to 25 pounds.
We are an equal opportunity employer and uphold a policy of non-discrimination and harassment in the workplace.
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