Guest Services Attendant​/Night Auditor - 21 years old

Overview

Under general direction from the Guest Services Supervisor, the incumbent is responsible for accommodating guests by registering and assigning rooms, issuing room keys, transmitting and receiving messages, maintaining records of occupied rooms and guests' accounts, confirming reservations, presenting statements, and collecting payments from departing guests. Maintains confidentiality of all privileged information.

This list of duties and responsibilities is illustrative only of the tasks performed by this position and is not all-inclusive.

• Greet, register, and assign rooms to guests.
• Establish form of payment by guest for accommodation and other hotel services; verify customers  credit, as needed.
• Maintain records of room availability and guests  accounts, manually and using computer software systems.
• Compute bills, collect payments, and make change for guests, as applicable.
• Perform bookkeeping activities, such as balancing cash accounts.
• Issue room keys; provide necessary information and instructions to bellman.
• Review accounts and charges with guests during the checkout process.
• Post charges, such those for rooms, food, liquor, or telephone calls, to ledgers manually or by computer software systems.
• Transmit and receive messages using telephones or telephone switchboards.
• Contact housekeeping or maintenance staff when guests report problems.
• Make and confirm reservations.
• Answer inquiries pertaining to hotel services, registration of guests, shopping, dining, entertainment, and travel directions.
• Record guest comments or complaints, referring customers to management as necessary.
• Deposit guests  valuables in hotel safes or safe-deposit boxes.
• Date-stamp, sort, and deliver incoming mail and messages.
• Maintain communication with co-workers and maintain a positive and professional work environment.
• Contribute to a team effort and accomplish related results as required.
• Track room revenues, occupancy percentages and other front office operating statistics.
• Prepare a summary of cash, check and credit card vouchers.
• Verify all account postings and balances made during the day.
• Monitor the status of coupon, discount, and other promotional programs.
• Fulfill the duties of check-in and checkout procedures.
• Post room charges and taxes to guest accounts.
• Process guest charge vouchers and credit card vouchers.
• Post guest charge purchase transactions not posted by the Front Desk Agents.
• Transfer charges and deposits to master accounts.
• Obtain bank before shift and ensure it balances.
• Book guest reservations and/or coordinate with reservation call center.
• Register guests into the hotel in a prompt and courteous manner using up-selling techniques to maximize room rates; prepare for group check-ins, checkouts, and VIP arrivals. Greet, register, and assign rooms to guests.
• Handle confidential information, including guest records, with a high degree of integrity.
• Answer and route calls as appropriate; take guest messages with accuracy.
• Assist with sales and marketing efforts as directed by the Director of Hospitality.
• Offer and properly handle requests for wake-up calls.
• Record pertinent guest information in the shift pass on log.
• Ensure common area/lobby is clean.
• Promote hotel services, facilities and outlets and become informed and knowledgeable of upcoming events/functions in the hotel and casino.
• Answer guests’ questions about the property and amenities and refer and direct guests to area attractions and outlets. Arrange for appropriate transportation of guests to and from the hotel when necessary.
• Use creative reasoning to overcome guest objections and concerns and to ensure 100% satisfaction.
• Summarize results of operations for management.
• Maintain 4 diamond standards, including linens, towels, carpet, tile, walls, glass and furnishings.
• Performs other duties as required.

None.

Hotel storage areas, email access and all sensitive areas when accompanied with authorization.

All related Guest Service forms and related forms with the authorization of Hotel Management.

High School Diploma or equivalent, unless waived by Human Resources Management. Excellent communication skills and a professional presentation required. Ability to work well under pressure in a fast-paced environment. Must be computer literate and possess a friendly demeanor. Previous hospitality experience in a hotel, casino or guest service environment preferred. Must be able to successfully pass a pre-employment drug/alcohol screen, background investigation, obtain and maintain gaming license.

• Knowledge of principles and practices of customer service in a hotel environment.
• Knowledge of computer utilization in business operations.
• Knowledge of surrounding areas and points of interest.
• Skill in being well organized.
• Skill in operating various word-processing, spreadsheets, and database software programs in a Windows environment, specifically Word,…