Overnight Guest Services Coordinator

1 week ago


Macomb, Illinois, United States Hospitality Specialists, Inc. Full time
Job Overview

Location
Hospitality Specialists, Inc.

Position Summary

The Night Auditor plays a crucial role in ensuring guest satisfaction by addressing their needs efficiently and courteously during their stay. This position involves completing all end-of-day processes, including posting charges to accounts, conducting night audit backups, and rolling the date.

Key Responsibilities:
  • Maintain flexibility regarding work schedules.
  • Arrive on time, dressed in a clean and appropriate uniform, including a name tag.
  • Execute all tasks in accordance with hotel policies, procedures, and standards.
  • Adhere to cash handling protocols consistently.
  • Stay informed about daily hotel operations, including updates and new procedures.
  • Understand room rates, packages, discounts, and promotions, and manage them effectively.
  • Be knowledgeable about guest room features, amenities, and hotel services.
  • Monitor guest service scores and engage in achieving the hotel’s service goals.
  • Operate hotel reservation software competently and efficiently.
  • Facilitate guest registration and room assignments, accommodating special requests.
  • Be familiar with brand-specific rewards and frequent traveler programs.
  • Answer phone calls promptly and courteously.
  • Understand safe deposit box policies and procedures.
  • Ensure cleanliness at the front desk and back office areas at all times.
  • Utilize downtime for cleaning tasks in public areas.
  • Assist guests with inquiries and resolve issues using established guidelines.
  • Support colleagues in their roles to enhance hotel operations.
  • Be aware of emergency procedures and act accordingly.
  • Provide guests with information about the local area and attractions.
  • Secure cash by locking the cashier bank when leaving the front desk.
  • Report any unusual occurrences or requests to management.
  • Greet guests promptly and offer assistance proactively.
  • Utilize daily checklists to ensure smooth operations.
  • Complete end-of-day activities, including posting charges and running backups.
  • Perform additional duties as assigned.
  • Possess a valid driver's license and proof of insurance.
Physical Requirements:

Frequent walking, constant standing, occasional climbing, and lifting/carrying up to 50+ lbs.

Notice:

The hospitality industry operates 24/7, and associates may be required to adjust their shifts as needed. All employees must comply with hotel rules and regulations for safe and efficient operations.

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