Guest Services Representative/Night Auditor

2 weeks ago

Rochester, New York, United States Thind Management Full time
Job Overview

Position: Front Desk Operations Specialist/Night Auditor

Company: Thind Management

About Us:

Thind Management is a family-owned hospitality management firm dedicated to delivering outstanding service and memorable experiences for our guests. Our commitment to excellence is matched by our passion for teaching and developing our team members, ensuring they reach their full potential. We embody the philosophy of 'We'll Take It from Here' in every interaction.

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 pivotal in ensuring the front desk operates smoothly and efficiently, serving as the first point of contact for our guests. Responsibilities include managing guest check-ins and check-outs, handling reservations, responding to inquiries, and providing comprehensive information about hotel services and amenities.

Key Responsibilities:

  • Welcome guests with a warm and friendly greeting.
  • Adhere to the company dress code and maintain a professional appearance.
  • Assist guests by confirming reservation details, checking them into their rooms, issuing room keys, and ensuring accurate payment processing.
  • Provide detailed information regarding hotel facilities, services, local attractions, and other relevant information.
  • Manage incoming reservations via phone, email, or online systems.
  • Support guests in making new reservations, modifying existing ones, or canceling bookings as needed.
  • Address guest inquiries, concerns, and special requests in a timely and courteous manner.
  • Assist guests with luggage, transportation arrangements, and other needs.
  • Maintain accurate guest records, including personal and payment information.
  • Update and manage the front desk logbook, shift reports, and other essential documentation.
  • Handle cash transactions and ensure a balanced cash drawer.
  • Learn and utilize online systems effectively.
  • Communicate with housekeeping, maintenance, and other departments to ensure guest satisfaction and resolve issues promptly.
  • Collaborate with team members to ensure seamless operations.
  • Follow safety protocols, including verifying guest identification and monitoring access to the hotel.
  • Respond to emergencies and report incidents to the appropriate personnel.
  • Ensure the front desk area is clean and welcoming for guests.

Qualifications:

  • Exceptional communication and interpersonal skills.
  • Strong problem-solving abilities and capacity to manage guest complaints effectively.
  • Ability to work independently and efficiently in a fast-paced environment.
  • Prior experience in customer service or the hospitality industry is preferred.
  • A high school diploma or equivalent; additional education in hospitality or a related field is advantageous.

*Note: Specific job responsibilities may vary based on company policies and operational needs.*

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