Guest Service Agent/night Auditor

6 months ago

Dartmouth, Canada Holiday Inn Express HalifaxDartmouth Full time

**This position is a total of approximately 40 hours per week including 2-3 shifts during the day/evening (7am-3:30pm or 3pm-11:30pm) and 2-3 shifts overnight (11PM-7AM). Weekends/Holidays are required as we are a 24/7 business.**

**Schedule example: Sunday/Monday 1100PM-700AM - Tuesday/Wednesday OFF - Thursday/Friday/Saturday 300PM-1100PM.**

The moment a guest steps into one of our hotels, they walk into a genuinely memorable experience. As the guest service agent/night auditor, you’ll not only be the person they rely on to handle transactions, offer local insights and anticipate every detail of a friction-free experience. You’ll also create the warm atmosphere that makes our guests feel at home in any location, while working overnight to ensure a smooth transaction into the following daily processes.

**YOUR DAY-TO-DAY**
- ______________________________________
- Be the warm welcome that kicks off a memorable guest experience
- Acknowledge Rewards Club members and returning guests, in person or on the phone
- Take and manage guest bookings, up-selling opportunities and telling them about ways to improve their stay
- Handle cash and credit transactions
- Start every stay right by swiftly checking guests in and out - take IDs, hand out room keys, and control and release safety deposit boxes
- Stay one step ahead of guests’ needs - record and act on their preferences, and handle their messages, requests, questions and concerns
- Be a trusted contact for all guests. Help them with anything from bill issues to local knowledge, and loop in management when necessary
- Stay safe all the time. Following our safety procedures, you’ll report all incidents and wear any protective gear needed
- Take pride in your appearance and place as a brand ambassador
- Always know what events and activities are on the day’s schedule
- Jump into other ad-hoc duties when your colleagues need your help

**NIGHT AUDIT SPECIFICS**:

- ______________________________________
- Expedite audit balancing duties quickly and effectively to ensure mínimal interruption to regular Front Desk activities.
- Ensure all guest services are delivered courteously, efficiently and effectively, including check-in, checkout, telephone, personal inquiries and special requests.
- Address guest concerns in a positive manner and take prompt, corrective action as necessary.
- Communicate any concerns and special requests that have arisen through your shift.
- Perform Night Audit Sequence
- Balance Room Revenue to be posted by verifying all Market and Segment codes, effecting corrections as necessary.
- Perform daily maintenance operations with back-up media and execute shutdown sequences.
- Verify balances of all cash floats
- Balance all daily miscellaneous vouchers and sort by revenue type.
- Balance and close all credit card POS transactions.
- Print Guest folios and prepare Rapid Check-Out folders.
- File Night Audit reports and registration cards from current day’s checkouts.
- Prepare and distribute management reports, include month-end materials.

*

**WHAT WE NEED FROM YOU**
- ______________________________________
- Communication skills - guests will need to come to you with concerns as well as compliments, so you’ll be easy to talk to
- Your problem-solving skills will turn issues into opportunities so every guest leaves with great memories
- Fluency in the local language - extra language skills would be great, but not essential
- Literate and tech-savvy - you’ll need a good grasp of reading, writing, basic math's and computers
- Flexibility - nights, weekend and holiday shifts are all part of the job
- You’ll have a high school diploma or qualification. A college or university degree would be a bonus, but not essential
- Experience - ideally, you’ll have spent at least one year in a front desk or guest service position
- Strength - sometimes you’ll need to lift, push and pull big objects up to 50lbs (23 kg). This can involve bending and kneeling

**Job Types**: Full-time, Permanent

Pay: $16.00-$17.20 per hour

**Benefits**:

- Dental care
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Vision care

Schedule:

- 8 hour shift
- Day shift
- Holidays
- Night shift
- Weekends as needed

Work Location: In person

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