Night Auditor/guest Service Agent

4 weeks ago

Edmonton, Canada Ramada by Wyndham Edmonton South Full time

Please read thoroughly. Expected shifts: Thursday 3pm-11pm, Friday 3pm-11pm, Saturday 3pm-11pm, AND, Sunday 11pm-7am, Monday 11pm-7am. Tuesday off and Wednesday off.

Is hospitality your career? Can you handle evening and overnight shifts?

The **Ramada by Wyndham Edmonton South** is currently recruiting for a dynamic individual to fill our full-time Evening Front Desk and Night Auditor position.

Reporting to the Front Office Manager, the Night Auditor is responsible for ensuring the highest standards of hospitality are demonstrated at all times when assisting guests within the hotel.

**Responsibilities**:

- Follows all established and future front office standard operating procedures.
- Provides value added service to customers to meet or exceed customer expectations.
- Handles difficult guest inquiries effectively, demonstrating effective recovery of the guest and problem resolution.
- Maximizes guest service by exhibiting strong knowledge of the hotel's facilities and services.
- Effectively makes and alters reservations within the hotel systems.
- Promptly checks in or checks out guests, with attention to detail and accuracy.
- Reports, turns in, and/or logs all lost and found items according to established procedures.
- Utilizes up-selling techniques to maximize profitability.
- Provides courteous service to customers by adhering to Wyndham standards.
- Communicates clearly and courteously at all times.
- Demonstrates proficiency in the use of switchboard equipment and the property management system.
- Qualifies and transfers incoming calls promptly to the appropriate extension.
- Responds to customer questions regarding hotel, in-house facilities, and local events.
- Takes accurate and complete messages.
- Ensures customer needs are met and followed up on in a timely fashion.
- Follows established hotel security and safety policies as required.
- Reports all concerns related to maintenance, health and safety, security or suspicious circumstances (including smells/sights and sound) immediately.
- Identifies and forwards incoming faxes, customer mail, packages, and messages promptly.
- Maintains regular attendance as required by scheduling which will vary according to the needs of the hotel.
- Ensures organization and cleanliness of the front desk area.
- Follows cash handling procedures with accuracy.
- Completes night audit procedures. Prints all reports necessary for the end of day.
- Verifies every room in house, with attention to each detail for accuracy.
- Verifies and balances daily charges for all departments to guest folios, master accounts and house accounts. Makes corrections as required.
- Authorizes credit cards and conduct express checkouts.
- Balances guest ledger postings.
- Checks for duplicate reservations and ensures all wake up calls are logged.
- Provides exceptional guest service at all times.
- Ensures customer concerns are addressed in a timely and professional manner.
- Other projects/duties as assigned by your supervisor.

**Requirements**:

- 1-2 years years front desk and/or night audit experience within the hospitality industry.
- Experience with Opera, POS, and switchboard an asset.
- Excellent communication skills and maintains strict confidentiality.
- Balances team and individual responsibilities and contributes to a positive team spirit.
- Must have attention to detail and look for ways to improve work and promote quality.
- Follows policies and procedures and completes tasks correctly and on time.
- Gives and welcomes feedback and maintains confidentiality.
- Must be able to work well under pressure while maintaining a positive attitude and keeping a calm demeanor.
- Treats people with respect; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
- Accepts responsibility for own actions and follows through on commitments.
- Able to work well independently with little or no supervision.
- Is consistently at work and on time and ensures work responsibilities are covered when absent.
- Excellent command of the English language (reading, writing, oral).
- Must be legally entitled to work in Canada.

**Salary**: $16.00-$17.00 per hour

Flexible Language Requirement:

- French not required

Schedule:

- 8 hour shift
- Evening shift
- Holidays
- Night shift

**Experience**:

- Hotel Front Desk: 1 year (preferred)

Work Location: One location

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