Nighttime Guest Services Specialist

2 weeks ago

Hood River, United States Columbia Gorge Hotel Hood River, OR Full time
Job Description

Columbia Gorge Hotel & Spa is in search of a dedicated individual to fill the role of Front Desk Night Auditor. This position involves significant interaction with hotel guests and requires a keen eye for detail, exceptional listening skills, problem-solving capabilities, multitasking, and effective organizational skills. As a professional Front Desk Night Auditor, it is vital to maintain a positive and guest-oriented approach. This role is essential in ensuring that our guests enjoy a top-notch experience during their stay at our hotel.

This position is primarily scheduled overnight, with a focus on paperwork, detail analysis, and data entry, alongside guest interactions.


KEY RESPONSIBILITIES:
  • Assist guests with hotel bookings, check-ins, and billing inquiries.
  • Manage cash drawer operations accurately, ensuring compliance with company policies.
  • Address guest inquiries, complaints, and requests promptly and effectively.
  • Support revenue generation by securing reservations and utilizing hotel sales strategies.
  • Work independently to meet productivity standards while managing time efficiently.
  • Accurately compute, classify, and record financial data to maintain complete guest account records.
  • Perform routine calculations, postings, adjustments, and verifications to maintain financial accuracy.
  • Assist in the secure closing and reopening of hotel areas as per the schedule.
  • Prepare various reports and documentation for management review.
  • Support inventory management, including ordering and receiving supplies.
  • Ensure timely resolution of guest issues and concerns.
  • Facilitate luggage storage and delivery upon request.
  • Organize and analyze guest reservations for current and upcoming arrivals.
  • Review reservations for special requests and rectify any errors as necessary.
  • Answer hotel phone calls professionally, routing them appropriately and scheduling wake-up calls.
  • Prepare coffee for guests in the morning.
  • Continuously restock and replenish inventory as needed throughout the shift.
  • Complete daily checklists and organize paperwork efficiently.
  • Securely check-in guests, adhering to confidentiality and identification protocols.
  • Provide guests with information about hotel facilities, local attractions, and directions.
  • Assist with hotel events to ensure guest satisfaction.
  • Maintain proficiency in property security and safety procedures.
  • Complete all necessary paperwork for front desk operations, including registration cards and cash reports.
  • Keep the front office and lobby areas clean and organized.
  • Communicate essential information to other departments regarding guest services and operational needs.
  • Maintain confidentiality of sensitive information and protect company assets.
  • Engage frequently with hotel guests and staff, as well as vendors and suppliers.
  • Receive and sign for packages delivered to the hotel.
  • Complete any additional tasks as requested by management.

SCHEDULE REQUIREMENTS:

The ideal candidate must possess flexible availability to accommodate varying shifts, including night audits and extended evening hours, as well as weekends and holidays.


EDUCATION / TRAINING / SKILLS MINIMUM REQUIREMENTS:
  • High School Diploma or Equivalent.

Communication Skills: Ability to convey information clearly and positively, both in writing and verbally.

Technical Skills: Proficient in typing and using office software, hotel operating systems, and point-of-sale systems.

Team Collaboration: Ability to work harmoniously with colleagues and across departments.

Punctuality: Consistently present and on time for scheduled shifts.

Problem-Solving Skills: Effectively identifies and resolves issues with reasonable solutions.

Customer Service Orientation: Responds promptly to customer needs and requests for assistance.

Diversity Awareness: Respects and values cultural differences, promoting an inclusive environment.

Cash Handling Skills: Accurately manages cash and card transactions using the point-of-sale system.

Professional Conduct: Adheres to company policies, including dress code and respectful communication.

Adaptability: Adjusts to frequent changes and unexpected events with ease.

Dependability: Follows instructions and completes tasks on time, notifying management of any issues.

Initiative: Proactively seeks help and offers assistance when needed.

Organizational Skills: Prioritizes tasks effectively and utilizes time efficiently.

Quality Focus: Demonstrates accuracy and thoroughness in work, applying feedback for improvement.

Safety Awareness: Observes safety procedures and reports potential hazards.

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