Night Auditor

**Job Description - Housekeeping**:
**Job title**:

- Evening Housekeeper/Housekeeper**Location**:

- 1 International Drive, Pembroke, Ontario, Canada, K8A 6W5**Terms**:

- Permanent**Salary/rate**:

- $16.55 to $16.73- Welcome to our team at the front desk of the Best Western Pembroke Inn
As a front desk member, you will find that we represent “the face of the hotel” for our guests. We are the first face they see when they arrive, the first voice they hear when they make a reservation and the last face they see on departure. This gives us a unique opportunity to influence our guests experience in a positive way.
Greeting a guest with a friendly smile and a warm salutation when they arrive immediately gives them a positive impression. Maintaining a friendly tone during the check in and explaining all of our amenities creates a connection that makes the guest comfortable during their stay. If they run into any issues during their time with us, they are more likely to contact the desk and give us the opportunity to fix the problem positively. Showing a genuine caring attitude is important.
Front desk duties include, but are not limited to the following:
Demonstrate a warm and professional attitude when interacting with all guests and co-workers.
Arrive for your shift ready to work, and in your full uniform including name tag. Uniforms are the employee’s responsibility to purchase after the 3month probationary period.
Interact with guests confidently while handling reservations, check ins, guest issues and check out.
Verify and balance daily charges for all departments to customer folios, master make corrections as needed to ensure required documentation is obtained.
Run computer through nightly processing sequence to reset for next day’s use in balancing for applicable functions.
Audit all income postings and charges.
Process city ledger work to accounting.
Run accounts receivable reports; providing next day reports to the Front Office, Executive Office and other departments as required.
Be effective in communicating with all other departments within the hotel.
Keep the front desk clean and tidy, as this is the first thing our guests see when they walk in.
Ask questions when you are unsure how to do something. If a guest asks you a question you are not sure the answer to, let the guests know you are unsure and you will get back to them.
Follow our company’s policies and procedures at all times.
Upsell guest rooms and promote hotel services.
Guest Privacy is paramount in our hotel; we ask that you take care when dealing with any guest information, so it cannot be shared with other guests. Be mindful where you are leaving in house list and arrivals lists.

Assist with guests needs as they arise.
Pass along all guest inquiries to the correct departments: meeting and events, groups and sports fitness and restaurant.
Follow the front desk procedures to ensure shift duties are being completed, and all task are being performed correctly and consistently.
Handle all guest complaints with professionalism and empathy. Pass along all guest complaints to management.
Encourage guests to tour our local area attractions. The OVTA’s information binder is at the front desk.
Always show a united front with all other departments.
Continue to promote the loyalty of our brand by offering guests a Best Western Rewards card.
Ensure the gift shop and lobby areas are neat and tidy at all times.
Smile

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