Night Auditor/guest Service Agent

6 months ago

Brockville, Canada Hampton Inn By Hilton Brockville, ON Full time

You will be responsible for insuring 100% satisfaction from the moment guest arrives at the hotel until they check out. Greet guests, perform all tasks as required, and accommodate all requests and needs. Lead by example, strong team leader and self-starter, with the ability to work independently as required. **A strong guest satisfaction disposition is mandatory.**

As a Night Auditor/Guest Services Agent with Hampton Inn by Hilton Brockville, you are required to supervise all hotel operations to ensure consistently, delivered standards and procedures as well as ensuring delivery of exceptional customer service to guests.

**Hours**: Shift are 10:30pm to 7am, 7am to 3pm and 3pm to 11pm.

Varies based on hotel occupancy (Weekends are Mandatory).

**Competencies**:
Problem solving: Identify and resolve problems in a timely manner.

Customer Service: Respond promptly to guest needs: Respond to requests for service and assistance.

Teamwork: Contributes to building a positive team spirit and brand culture of Hamptonality.

Organizational support: Follow policies and procedures including but not limited to, dress code policies.

Diversity: Show respect and sensitivity for culture differences.

Adaptability: Able to deal with frequent change, delays, or unexpected events.

Attendance/Punctuality: In consistently at work on time.

Dependability: Follow instructions, respond to management direction, complete task on time or notify appropriate person with an alternate plan.

Planning/Organizing: Prioritize and plan work activities, use of efficiencies.

Professionalism: Treat others with respect and consideration regardless of their status or position.

Safety and Security: Observe safety and security procedures; report potentially unsafe conditions, use equipment and materials properly.

Quality: Meet productivity standards, complete work in timely manner.

Initiative: Ask for and offer help when needed.

**Accountabilities**:
Deliver exceptional service to all our guests.

Completion of your daily tasks as required.

Maintain accurate and efficient front office operations.

Meet and exceed guest expectations by ensuring the department provides exceptional service and teamwork.

Contributing to competitive status and profitability of the hotel by monitoring trends and recommending appropriate actions to be taken.

Ensure the back office door is always closed and agent at the front desk.

Responsible for proper administration of key control for master keys, ensuring that the Company's security procedures are being followed.

Minimizing out of orders rooms and maximizing profitable revenues for the hotel. Any OOO rooms requires preapproval from Regional Operations Manager.

Adhere to Hampton Inn by Hilton brand standards and company policies.

Adhere to company’s core values and mission statement.

**Responsibilities**:
Maintain a positive attitude and good communication, maintain excellent grooming standards. Must be always in full uniform.

Maintain hotel policies, procedures, and confidentialities as guide lined as well as code of conduct.

Contributes to achieving the loyalty of our guests by exceeding their expectations and providing warm personal service, resolve guest concerns, handle emergencies and other challenges that may occur during the assigned shift. Implement resolutions by using discretion and judgment.

Complete the registration process with accuracy by inputting and retrieving information from the computer system and confirming pertinent information. Make appropriate selection of rooms based on guest needs, codes electronic keys and ensures appropriate payment details are held on the guest account. Directs the guest to the room and offers any other available services.

Promote and administer Hilton marketing programs such as Hilton Honors for arriving guests. Ensure guest knows location of room.

Ensure rooms and services are correctly accounted for within the guest statement and assist guests with check out payments and charges. Accept and record vouchers, and all other forms of payment.

Demonstrate knowledge of hotel room categories, room rates, packages, promotions, and other general product knowledge necessary to perform daily duties.

Greet guests immediately with a friendly and sincere welcome using a positive and clear speaking voice, listen and understand guest requests, responds with appropriate action, and provides accurate information on hotel services.

Use up-selling techniques to promote hotel services and facilities

Comply with hotel security, fire regulations and all health and safety legislation

Always demonstrate a high level of customer service

Achieves positive outcomes from guest queries in a timely and efficient manner

Handle guest complaints and comments in a professional manner and provide the follow up required to co-workers and managers.

Collaborate with sales and revenue management teams by providing corporate leads, customer feedbacks and report on success and o

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