JOB 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. May be required to have a food handler's license.

PHYSICAL REQUIREMENTS

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. Ability to stand during entire shift.

MENTAL REQUIREMENTS

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 convey information and ideas clearly.

MENTAL REQUIREMENTS

(continued) 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. Fulfill all other Guest Representative functions and responsibilities.

NIGHT AUDIT RESPONSIBILITY

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. Distribute or tabulate any work as outlined by management.

GENERAL RESPONSIBILITY

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. Perform any other duties as requested by management. 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