Albany
Job DescriptionJOB SUMMARY The Guest Representative is responsible for the preparation and disposition of all night audit checklist work and reports. He/She/They is also responsible for providing attentive, courteous and efficient service to all guests throughout their stay while conducting the front office functions while on the 10pm – 6am shift. He/She/They are expected to actively develop superior service skills in dealing with clients, guest, and co-workers. QUALIFICATION STANDARDS EDUCATION & EXPERIENCE • Experience in hotel or a related field required., • High school diploma or equivalent required., • Associate or bachelor degree preferred with an emphasis in Hotel Management, Hospitality Management and/or related fields., • Knowledge of basic accounting principles., • Must be proficient in computer business software applications such as MS Word and MS Excel., • Must be fluent in English., • Long hours sometimes required., • Must be able to weekends and holidays as needed., • Light work – Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects., • Must work well in stressful, high pressure situations., • Must have the ability to assimilate complex information and data from disparate sources and consider, adjust, or modify to meet the constraints of the particular need., • Must be effective in handling problems in the workplace, including anticipation, preventing, identifying and solving problems as necessary., • Must maintain composure and objectivity under pressure., • Must be able to evaluate and select among alternative courses of action quickly and accurately., • Must be able to work with and understand financial information and data and basic arithmetic functions., • Must be able to work in a self-managed environment. DUTIES AND RESPONSIBILITIES SERVICE ATTITUDE AND COMMUNICATION • Maintain high standards of personal appearance and grooming, which include compliance with Brand dress code and uniform requirements., • Maintain a professional and friendly demeanour at all times., • Establish and maintain good communications and teamwork with fellow employees and other departments within the hotel., • Must be always attentive, courteous and efficient in the dealings with clients, guests, managers and all other employees., • Demonstrate a genuine care and commitment to guest service., • Greet and welcome all guests approaching the front desk in accordance with Brand standards., • Develop a team player attitude for the good of the hotel.GUEST REPRESENTATIVE RESPONSIBILITY, • Responsible for the preparation and disposition of all night audit checklist work and reports as well as the front office function on the third shift (10pm – 6am)., • Provide attentive, courteous and efficient service to all guests prior to arrival and throughout their stay., • Handle check-ins and check-outs in a friendly, efficient and courteous manner., • Respond to all guests’ requests, problems, complaints and/or accidents in an attentive, courteous and efficient manner., • Answer all guest inquires (i.e. hotel services and amenities, the area, etc.)., • Follow all Brand credit policies., • Be aware of all rates, packages and special promotions., • Obtain all necessary information when taking room reservations and follow rate quoting guidelines., • Fully understand and be able to operate all relevant aspects of the front desk computer system., • Focus on his/her role in contributing to guest satisfaction surveys., • Demonstrate appropriate phone skills., • Use Brand selling guidelines as part of the inquiry call process., • Consistently perform above average in the mystery call process., • Complete shift responsibility checklist, • Keep front office area clean and organized., • Prepare coffee and breakfast set-up each morning prior to serving time., • Pass and maintain food handlers license as required by hotel., • Maintain proper record keeping according to Brand standards., • Initiate and complete the end of day process., • Complete the night audit checklist., • Balance daily reports and identify and correct any errors., • Maintain cashiering responsibilities as per front office procedures., • Run all necessary reports in a timely manner., • Ensure backup tape is run each night and put in specified spot to be sent to the corporate office., • Prepare for early morning checkouts., • Comply at all times with Brand compliance standards and regulations to encourage safe and efficient hotel operations., • Comply with all safety and security procedures as they relate to the building and guest corridors to ensure all areas are locked and secured., • Have a thorough working knowledge of security procedures., • Train any new Night Auditors as requested by management., • Keep working areas neat and organized., • Participate in all-employee meetings, events and other functions required by management., • Be familiar with all Brand policies and hotel rules, as well as hotel terminology., • Develop full understanding of hotel amenities and services., • Understand emergency procedures and be prepared to help when necessary., • Ensure correct and accurate cash handling while at the front desk. 0IGSoCtNdC