Guest Service Agent/night Auditor

**This position is a total of approximately 40 hours per week including 2-3 shifts during the evening (3pm-11:30pm) and 2-3 shifts overnight (11PM-7AM). Weekends/Holidays are required as we are a 24/7 business.**

**Schedule example: Sunday/Monday 1100PM-700AM - Tuesday/Wednesday OFF - Thursday/Friday/Saturday 300PM-1100PM**

The moment a guest steps into one of our hotels, they walk into a genuinely memorable experience. As the overnight guest service agent, you’ll not only be the person they rely on to handle transactions, offer local insights and anticipate every detail of a friction-free experience. You’ll also create the warm atmosphere that makes our guests feel at home in any location, while working overnight to ensure a smooth transaction into the following daily processes.

**YOUR DAY-TO-DAY**

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• Be the warm welcome that kicks off a memorable guest experience
• Acknowledge Rewards Club members and returning guests, in person or on the phone
• Take and manage guest bookings, up-selling opportunities and telling them about ways to improve their stay
• Handle cash and credit transactions
• Start every stay right by swiftly checking guests in and out - take IDs, hand out room keys, and control and release safety deposit boxes
• Stay one step ahead of guests’ needs - record and act on their preferences, and handle their messages, requests, questions and concerns
• Be a trusted contact for all guests. Help them with anything from bill issues to local knowledge, and loop in management when necessary
• Stay safe all the time. Following our safety procedures, you’ll report all incidents and wear any protective gear needed
• Take pride in your appearance and place as a brand ambassador
• Always know what events and activities are on the day’s schedule
• Jump into other ad-hoc duties when your colleagues need your help

**night audit specifics**

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• Expedite audit balancing duties quickly and effectively to ensure mínimal interruption to regular Front Desk activities.
• Ensure all guest services are delivered courteously, efficiently and effectively, including check-in, checkout, telephone, personal inquiries and special requests.
• Address guest concerns in a positive manner and take prompt, corrective action as necessary.
• Communicate any concerns and special requests that have arisen through your shift.
• Perform Night Audit Sequence
• Balance Room Revenue to be posted by verifying all Market and Segment codes, effecting corrections as necessary.
• Perform daily maintenance operations with back-up media and execute shutdown sequences.
• Verify balances of all cash floats
• Balance all daily miscellaneous vouchers and sort by revenue type.
• Balance and close all credit card POS transactions.
• Print Guest folios and prepare Rapid Check-Out folders.
• File Night Audit reports and registration cards from current day’s checkouts.
• Prepare and distribute management reports, include month-end materials.

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**WHAT WE NEED FROM YOU**

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• Communication skills - guests will need to come to you with concerns as well as compliments, so you’ll be easy to talk to
• Your problem-solving skills will turn issues into opportunities so every guest leaves with great memories
• Fluency in the local language - extra language skills would be great, but not essential
• Literate and tech-savvy - you’ll need a good grasp of reading, writing, basic math's and computers
• Flexibility - nights, weekend and holiday shifts are all part of the job
• You’ll have a high school diploma or qualification. A college or university degree would be a bonus, but not essential
• Experience - ideally, you’ll have spent at least one year in a front desk or guest service position
• Strength - sometimes you’ll need to lift, push and pull big objects up to 50lbs (23 kg). This can involve bending and kneeling

**Job Types**: Full-time, Permanent

**Salary**: From $14.75 per hour

**Benefits**

• Dental care
• Extended health care
• Life insurance
• On-site parking

Schedule

• 8 hour shift
• Day shift
• Holidays
• Night shift
• Weekend availability

Shift availability

• Overnight Shift (required)

Work Location: One location