Guest Services Representative/Night Auditor

1 week ago

Rochester, New York, United States Thind Management Full time

Position Overview

At Thind Management, we are dedicated to delivering exceptional hospitality experiences. As a family-owned management company, we pride ourselves on our commitment to service excellence and the professional development of our team members. Our motto, "We'll Take It from Here," reflects our dedication to providing unforgettable experiences for our guests.

Role Summary

We are looking for an enthusiastic Front Desk Operations Specialist/Night Auditor who possesses a positive demeanor and a strong commitment to guest satisfaction. This role is crucial in ensuring seamless front desk operations and serving as the first point of contact for our guests. The ideal candidate will manage guest check-ins and check-outs, oversee reservations, respond to guest inquiries, and provide comprehensive information about the hotel and its offerings.

Key Responsibilities

  • Warmly greet guests upon arrival, ensuring a friendly and welcoming atmosphere.
  • Adhere to the company dress code and maintain a professional appearance at all times.
  • Assist guests with check-in and check-out processes, confirming reservation details and collecting payment information.
  • Provide detailed information regarding hotel amenities, services, local attractions, and activities.
  • Manage incoming reservations via phone, email, or online platforms.
  • Support guests in making new reservations, modifying existing bookings, or processing cancellations.
  • Address guest inquiries and concerns with promptness and courtesy.
  • Assist guests with luggage and transportation needs as required.
  • Maintain accurate records of guest information and payment details.
  • Document and update the front desk logbook and shift reports regularly.
  • Handle cash transactions responsibly and maintain a balanced cash drawer.
  • Learn and utilize online systems effectively.
  • Coordinate with housekeeping, maintenance, and other departments to ensure guest satisfaction.
  • Communicate effectively with team members to facilitate smooth operations.
  • Follow safety protocols for guest security, including identification verification and monitoring access.
  • Manage emergencies and report incidents to the appropriate personnel.
  • Ensure the front desk area is clean and organized, creating a positive first impression for guests.
Qualifications

  • Strong communication and interpersonal skills are essential.
  • Ability to solve problems effectively and manage guest complaints.
  • Capability to work independently and efficiently in a dynamic environment.
  • Previous experience in customer service or the hospitality industry is preferred.
  • A high school diploma or equivalent is required; additional education in hospitality is a plus.
Note: Specific job responsibilities may vary based on company policies and operational needs.

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