DEPARTMENT: Front Office
JOB TITLES: Guest Services Representative/Front Desk Clerk/Night Audit
Position: Guest Services Representative/Front Desk Clerk
REPORTS TO: Front Office Supervisor (FOS)
Rooms Division Manager(RDM)
General Manager (GM)
Duties & Responsibilities:
Follow and enforce company policies and procedures.
The Guest Services Agent/Front Desk Clerk will be responsible for insuring 100% satisfaction from the moment a guest arrives at the hotel until they check out.
Maintain a high level of professional appearance and demeanor of yourself.
Checking guests into and out of the hotel, fulfilling their requests during their stay, answering telephone inquiries, making reservations, and other duties as assigned.
Guest Services Agents will greet guests, perform all check-in and check-out functions, disburse room keys and inform guests about hotel facilities/services, accommodate guest requests, answer telephones, post charges and handle cash and credit card transactions. GSA’s are responsible for the daily Front Desk operations during their shift. Initiate and monitor shift checklists for proper completion of tasks.
Maintain and balance the cash floats and other duties as assigned.
Respond to all guest needs and requests in a timely manner. Manage and resolve all guest complaints (and compliments) if possible in a professional and courteous manner. Resolving complaints and inquiries concerning service and facilities, however if the problem is too complex for the GSA or GSA Supervisor, it is to be passed onto the RDM or the GM to be resolved.
Maintain guest folios, house accounts, vouchers, gift certificates, etc…
Ensure that the front desk and back office is clean and well organized.
Communicate with public, hotel staff and management in a professional manner.
Attend to daily operational requirements of guest recognition program, amenity program, and standard shift procedures.
Provide effective communication to all departments of guests’ issues via the logbook as well as completion of an incident report.
Effectively coordinate relocation of guests when necessary.
Ensure attention is placed on lobby activity and maintain a sense of control and coordination, this is especially important during night audit.
Position: Night Auditor
Duties & Responsibilities:
Perform all duties stated above under The Guest Services Agent/Front Desk Clerk,
The Night auditor is responsible to ensure that all Banquet and Front Desk postings balance daily. Print all reports from Opera and Excel for the Front Office Supervisor/Manager, General Manager, and the Controller.
Ensure that Night security is performing their duties.
Meet once a month or when necessary with the Front Office Supervisor/FOM.