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Night Auditor

1 month ago

Edmonton, Canada Holiday Inn Express & Suites Edmonton South Full time

**JOB DESCRIPTION: NIGHT AUDITOR/GUEST SERVICE REPRESENTATIVE**

You will be responsible for insuring 100% satisfaction from the moment a guest arrives at the hotel until they check out. Greet guests, perform all check-in and check-out functions, disburse room keys and inform guests about hotel amenities, facilities and services. Accommodate guest requests, answer telephones, making reservations post charges and handle cash and credit card transactions. **A strong customer satisfaction disposition is mandatory.**
- Contribute to achieving the loyalty of our guests by exceeding their expectations and providing warm personal service
- Handle guest complaints and comments in a professional manner and provide the follow up required to co-workers and Managers.
- Respond to all guest needs and requests in a timely manner.
- To be aware and informed of rate/sell levels and seasons contracted rates, packages and promotions.
- Assign rooms, in a courteous and efficient manner, to all guests, in accordance with operations standards.
- Handle room keys for in house guests, ensuring that the Company's security procedures are being followed.
- Departure duties including friendly and efficient checkout of guest as well as expressing desire for return business.
- Ensure that the front desk and back office is clean and well organized.
- Handle all hotel guests in an expedited and professional manner.
- Files all reports accordingly to the appropriate departments.
- Follow checklist accordingly and perform complete accounting work as outlined by the hotel procedures.
- Maintain responsibility and accountability for the hotel property and the safety of guests, and have authority for the hotel operations while on duty.
- Ensure that the hotel lobby, public washrooms, business center and fitness center are clean at the beginning & end and during your shift. Ensure the swimming and spa are closed and the lights are turned off on timely manner.
- Ensuring the safety and well being of our guests and colleagues by maintaining knowledge of crisis and emergency procedures; as well as Fire Panel /Evacuation procedures.
- Follow hotel all policies and procedures as guidelines and complete the daily check lists and all assigned work.
- Notify the Management of any unusual incident as instructed or otherwise deemed necessary regarding operation and/or safety & security of the hotel and guest.
- Please note your responsibility is not limited to this description as additional tasks can be added by the Management to their discretion.

Work Location: In person