Night Audit and Guest Service Specialist

10 hours ago


Oxford, Maine, United States Oxford Casino Hotel Full time
Job Title: Hotel Front Desk Agent - Night Shift

Job Summary:

The Hotel Front Desk Agent will contribute to the success of Oxford Casino Hotel by providing exceptional customer service to all guests and team members. They will maintain a positive demeanor for all guests and team members, ensuring a seamless and enjoyable experience.

Key Responsibilities:

  • Adhere to all Standard Operating Procedures (SOPs) to ensure efficient and effective service delivery.
  • Check guests in and out of the hotel while providing excellent customer service and ensuring accurate processing of transactions.
  • Process transactions associated with guests' stays, including room assignments, meal plans, and other services.
  • Perform nightly audits to reconcile guest folios, identify errors, and resolve any discrepancies.
  • Sell items from the retail gift shop and promote sales revenues through up-selling and marketing promotions.
  • Maximize sales revenues by demonstrating strong commercial and business awareness, as well as sales capabilities.
  • Communicate effectively with housekeeping and other casino departments to meet guests' needs and ensure seamless service delivery.
  • Complete assigned checklists and projects, demonstrating a strong understanding of hotel operations.
  • Provide the highest quality of service and hospitality, ensuring a positive experience for all guests.
  • Use Visual One proficiently to manage guest reservations, check-ins, and check-outs.
  • Report to the Hotel Front Desk Manager and Supervisor, ensuring open communication and collaboration.
  • Ensure accuracy and attention to detail in all aspects of guest service, including reservation processing and check-in/check-out procedures.
  • Work effectively in a fast-paced environment, remaining positive and calm under pressure.
  • Maintain a professional relationship between guests and front desk team members, promoting a positive and respectful atmosphere.
  • Promote Oxford Casino Hotel at every opportunity, showcasing its amenities and services.
  • Maintain confidentiality and security of relevant information, adhering to company policies and procedures.
  • Answer guests' questions concerning the casino/hotel and local surrounding areas, providing accurate and helpful information.

Requirements:

  • High School Diploma or equivalent.
  • Minimum of one (1) year prior experience in guest service capacity.
  • Ability to multi-task and work effectively in a fast-paced environment.
  • Ability to remain calm and find solutions to challenges, ensuring a positive experience for guests.
  • Basic math and spelling skills to accurately handle cash and process sales transactions.
  • Ability to communicate effectively, both verbally and in writing, with guests and team members.
  • Prior hotel computer point of sale experience preferred.
  • This position requires hotel front desk experience, education, and job knowledge to meet current business needs.

Physical Demands and Work Environment:

The Hotel Front Desk Agent must be able to stand for long periods of time, stay positive and calm, and effectively ensure 100% guest satisfaction, especially during high-volume times. They must also be able to assist guests with moving luggage, accessing wheelchairs, and lifting up to 40lbs. Additionally, they must be able to frequently lift and carry office supplies, a minimum of 25lbs.



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