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Guest Services Representative

2 months ago

Marietta, Georgia, United States Auro Hotels Full time

Position Title: Front Desk Agent/Night Auditor

Job Category: Front Office

Job Overview:

The primary responsibility of the Front Desk Agent/Night Auditor is to warmly welcome and assist guests in a professional and courteous manner. This role involves registering guests, providing exceptional service throughout their stay, resolving any issues that may arise, and ensuring a smooth checkout process while bidding farewell to guests.

In addition to guest service, this position entails auditing accounts to ensure accuracy and preparing final reports for management, all while striving to maximize room revenue and enhance guest satisfaction in accordance with Auro Hotels' standards.

Key Responsibilities:

  1. Deliver outstanding guest service by creating a welcoming environment, greeting each guest, and maintaining high service standards.
  2. Utilize operational and sales techniques to optimize occupancy rates and achieve the best possible average rates.
  3. Maintain accurate cash handling procedures and adhere to accounting guidelines.
  4. Foster effective communication within the Front Office and across hotel departments, staying informed about operational matters.
  5. Follow safety and security protocols to ensure a secure environment for both guests and staff.
  6. Efficiently manage the registration process, ensuring all guest information is accurately recorded and communicated.
  7. Handle various forms of payment, including credit cards and cash, in compliance with established procedures.
  8. Provide guests with safety deposit box services in line with hotel policies.
  9. Promptly respond to telephone inquiries with a positive demeanor and relay messages to guests as needed.
  10. Address and resolve guest complaints effectively, documenting resolutions and informing management of any significant issues.

Qualifications:

Education: High School diploma or equivalent required.

Experience: Relevant experience in hospitality or customer service preferred.

Skills: Strong communication and interpersonal skills, attention to detail, and ability to work in a fast-paced environment.

This role is essential in maintaining the high standards of service that Auro Hotels is known for, ensuring that every guest's experience is memorable and enjoyable.