Guest Services Representative/Night Auditor

2 weeks ago

Rochester, New York, United States Thind Management Full time

Position Overview

Thind Management is a family-operated hospitality firm dedicated to delivering outstanding service and memorable experiences for our guests. Our commitment to excellence is reflected in our training programs and professional development opportunities for our team members. We embody the ethos of 'We'll Take It from Here' in every aspect of our operations.

Role Summary

We are in search of an enthusiastic front desk representative/night auditor who possesses a friendly demeanor. This role is crucial in ensuring exceptional guest service and the seamless functioning of front desk operations. As the initial point of contact for guests, the front desk associate/night auditor plays a vital role in crafting a welcoming atmosphere. Responsibilities include managing guest check-ins and check-outs, overseeing reservations, addressing guest inquiries, and providing comprehensive information about hotel amenities.

Key Responsibilities

  • Warmly greet guests upon arrival with a friendly and sincere acknowledgment.
  • Adhere to the company dress code, maintaining a professional appearance at all times.
  • Facilitate customer service by confirming reservation details, checking guests into their assigned rooms, issuing room keys, and ensuring accurate payment and billing information is collected.
  • Offer information regarding hotel facilities, services, activities, local attractions, and other pertinent details.
  • Manage incoming reservations via phone, email, or online booking platforms.
  • Assist guests with new reservations, modifications to existing bookings, or cancellations.
  • Address guest inquiries, concerns, and special requests in a prompt and courteous manner.
  • Support guests with luggage, transportation arrangements, and other requests as needed.
  • Maintain precise guest records, including personal and payment information.
  • Update and manage the front desk logbook, shift reports, and other relevant documentation.
  • Handle cash transactions and ensure a balanced cash drawer.
  • Demonstrate the ability to learn and utilize online systems effectively.
  • Coordinate with housekeeping, maintenance, and other hotel departments to ensure guest satisfaction and resolve issues swiftly.
  • Communicate effectively with team members to ensure smooth operations.
  • Follow established hotel procedures for guest safety, including verifying identification and monitoring guest access.
  • Manage emergencies and report incidents to the appropriate authorities.
  • Ensure the front desk area is clean and presentable for guests.
Qualifications & Requirements
  • Exceptional communication and interpersonal skills are essential.
  • Strong problem-solving capabilities and the ability 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 is required; additional education in hospitality or a related field is advantageous.
Note: Specific job responsibilities and requirements may vary based on company policies and operational needs.

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