2nd Shift Guest Service Agent/Night Auditor

Position Scope:

To assist our guests efficiently, courteously and professionally in all front office related functions and to maintain the highest standards of guest service and hospitality at all times.

Qualification Standards:

Will require good communication and typing and computer skills. Will need to be organized, flexible and outgoing. Must be able to handle multiple tasking.

Responsibilities:

• Thorough knowledge and ability to perform the Guest Service Agent Description and Duties.
• Balances GSA Transactions for the given day. Must correct and/or adjust mis-posting or mistakes to allow the Transactions to balance.
• Balance Restaurant and Banquet Transaction for a given day. Must correct and/or adjust mispostings or mistakes to allow the Transactions to balance.
• Fill out and distribute appropriate reports and statements and forward copies to the appropriate members of management and to Commonwealth Hotels.
• Should have General Knowledge of the Systems that effect Front Office and F&B.
• Verify Wake Up Calls on Nightly basis.
• Ensure that express check outs and newspapers are delivered to appropriate guest.
• Be able to invoke contingency plans for Disasters and/or Unusual Occurrences.
• Notify appropriate management, security and local authorities when unusual or illegal behavior is going on within the hotel.

Key Result Areas:

• Building Sales

Closes Reservations

Perfect Sells

Closes Walkups

Upselling

Yield Management

• Knowing Your Job

Life Safety

PMS

Telephone

• Controlling Cost

Time Management

100% Satisfaction

• Satisfying Our Guest

GSRS Ratings

Guest Recognition

Knowledge of Hotel

Knowledge of Area

Eye Contact

Handles Guest Complaints

Meet/Exceed Guest Expectations

Telephone Etiquette

People Skills

• Having a Winning Attitude

Positive Attitude

Professionalism

Sense of Urgency

Conscientious

Caring

Team Player

Flexibility

Attendance

Appearance

Punctuality

Friendly towards Guest/Associates

Supportive:

• Keep up-to-date all current information regarding your department, as well as other departments
• Attend all Department and General Meetings
• Know all emergency and safety procedures for the hotel
• Never give out any guest or associate information
• Maintain the cleanliness of the front desk area, as well as, the whole hotel