Guest Service Representative/night Audit Back Up

1 week ago


Brantford, Canada Best Western Brantford Hotel & Conference Centre Full time

Position: Guest Service Representative/Night Auditor back up

Reports To: Front Desk Manager

Job Summary: Represents the hotel to the guest throughout all stages of the guest’s stay by working with all hotel personnel to ensure every guest experiences superior customer care. Responsibilities include registering guests, assigning rooms, accommodating special requests, and ensuring the guests have a pleasant stay and smooth checkout. Balancing and tracking all transactions made throughout the day in each department, inputting data into excel spreadsheet, sending reports to management following audit procedures.

Job Requirements:
Ø Provide superior customer care and adhere to the ICARE culture

Ø Have strong communication skills

Ø Be the face of the hotel, greeting and welcoming all guests (10ft rule)

Ø Operate hotel switch board (answering within 3rings) transfer calls, provide information as necessary

Ø Register guests & assign rooms.

Ø Check-out guests and provide accurate billing information

Ø Be knowledgeable and follow all procedures for our Best Western Rewards program

Ø Ensure all guest requests are met and/or exceeded

Ø Thoroughly understand and adhere to billing policies and procedures

Ø Be familiar with room types, locations and different rates

Ø Manage and resolve all guest complaints in a timely, professional and courteous manner.

Ø Use professional etiquette at all times

Ø Be aware of daily activities/events both within hotel and in and around Brantford and area

Ø Uses selling techniques to sell rooms and to promote other services of the hotel.

Ø Maintain customer / employee privacy policy at all times

Ø Report any accidents, safety concerns or guest complaints to the appropriate departments as soon as possible

Ø Assist with ensuring lobby, back office, front office and surrounding areas are clean and well maintained

Ø Follow dress code policies, ensuring professional appearance and attitude is always followed

Ø Comfortable working with a team or alone

Ø Able to work in a fast paced environment well multitasking

Ø Perform other duties as requested by Management

In addition to above Night Auditor duties include:
Ø Check front office accounting records for accuracy and compiles information for the hotel’s financial records.

Ø Tracks room revenues, occupancy percentages, and other front office operating statistics.

Ø Prepares summary of cash, check, and credit card activities, reflecting the hotel’s financial performance for the day.

Ø Posts room charges and room taxes to guest accounts.

Ø Verifies all account postings and balances.

Ø Summarizes results of operations and prepares reports for management.

Qualifications:
Ø High school diploma or equivalent.

Ø Previous hotel-related experience preferred.

Ø Ability to communicate with public, hotel staff, and management in a professional manner.

Ø Knowledge of surrounding areas and local events.

Ø Skilled in the use of front office equipment.

Ø Knowledge of proper telephone etiquette.

Ability to work a flexible schedule, including weekends and holiday

**Salary**: $16.00-$18.00 per hour

**Benefits**:

- Dental care
- Extended health care
- RRSP match
- Vision care

Flexible Language Requirement:

- French not required

Schedule:

- 8 hour shift

Supplemental pay types:

- Bonus pay

Ability to commute/relocate:

- Brantford, ON: reliably commute or plan to relocate before starting work (required)

**Experience**:

- Customer service: 1 year (preferred)

Work Location: One location



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