Guest Services Representative

**S**cope**:
Accurately balances all hotel income and expenses for 24 hour operating period.

**Primary Responsibilities**:
Ø Balances and audits for accuracy room revenue, food and beverage revenue and telephone revenue; assists in the preparation of all reports relevant to daily revenues.

Ø Balances and audits for accuracy all room and tax charges, cashier’s reports and guest and house accounts.

Ø Completes and transmits daily management and accounting reports and supporting documents; prepares customer tracking report, market segmentation report, food and beverage revenue report necessary to ensure the accurate accounting of hotel revenues and expenses.

Ø Communicates with other hotel departments as necessary to resolve accounting discrepancies and to request or provide information.

Ø Performs all Guest Service Representative functions as required; booking room reservations; answering hotel phone calls and notifying guests of messages; facilitates proper security of department keys.

Ø Responds quickly to guest requests in a friendly manner. Follows up to ensure guest satisfaction.

Ø Provides a professional image at all times through appearance and dress.

Ø Follows company policies and procedures.

Ø May fulfill Manager on Duty shifts

***Note: Other duties as assigned by supervisor or management**:
**Health and Safety**:
Ø Follow safe work procedures as outlined in Departmental Policy and Procedures manuals, including the use of personal protective equipment.

Ø Know and comply with all Occupational Health & Safety regulations, as per the Occupational Health and Safety Act and Ministry of Labour.

Ø Report all injuries or illnesses to a supervisor or manager immediately.

Ø Participate in Joint Health and Safety Committee by bringing health and safety concerns or issues to the attention of the committee.

**Relationships**:
**Internal**:Accounting: To resolve reconciliation issues.

All Departments: For financial reconciliation/ clarification

**External**: Hotel Guests: To provide services.

**Qualifications**:
**Education/ Experience**:High School diploma or equivalent. A minimum of one year food and beverage and/ or hospitality related work experience required. Accounting related work experience will also be given consideration. Special consideration will be given to those who exhibit exemplary performance.

**Certification and/or License Requirement**:None
**Skills**:
**Interpersonal skills.

Computer aptitude.

Math/ accounting skills.

**Working Conditions**:
Will be required to work nights, weekends and holidays.

Will be required to work in fast paced, stressful environment.

May be asked to work overtime.
**Physical/ Cognitive Activities**:
**Night Audit**

This description of physical and mental activities is not intended to describe essential job functions. Rather, its purpose is to give the job applicant a feel for the physical and mental activities of the job to the end that an applicant with a disability can determine whether he or she will be able to do this job either with or without accommodations.

The major responsibility in this position is to accurately balance all daily hotel income and expenses, therefore a significant portion of the workday is spent speaking, listening and analyzing, usually while sitting at a desk.

The vast majority of time is spent compiling, analyzing or reviewing daily management and accounting reports or using a key board to input data, typically while sitting down. A small portion of time is spent moving around the hotel in order to collect data or speak with staff or guests.

Communication skills are necessary for interacting with other hotel departments, staff or guests.

Lifting, pulling or carrying items weighing approximately 15 pounds can occur a portion of the time if handling or filing the day end reports.

Reading and writing abilities are used often in reviewing and compiling the daily auditing reports.

The person in this position spends some time utilizing problem solving and reasoning abilities.

Mathematical skills, including basic math, basic accounting, percentages and variances are used a large portion of the time.

**Organizational Structure**:
**- **Reports to**:Guest Services Manager, Guest Services Supervisor
**- **Job title also known as: Night Audit