Guest Service Rep

**SUMMARY**:
We are looking for an energetic and exceptionally friendly individual to join our team as a PT Guest Service Rep and Night Auditor (2 - 4 shifts per week / 2 which would be audit shifts)

**RESPONSIBILITIES**:
**NIGHT AUDITOR**
- Corrects errors and discrepancies on any guest accounts and resolves guest issues to the guest’s satisfaction.
- Balance credit card, cash, room charges, telephone, laundry and all other postings as required.
- Runs the night audit final after ensuring all revenues are in balance.
- Effectively answers internal/external guest calls in a timely manner.
- Describes and sells accommodation and facilities; up-selling where possible.
- Quotes rates and enters detailed and accurate reservations for individuals and group blocks.
- Checks VIP and elite member arrivals and prepares accordingly.
- Check in/out of guests and any follow up calls required.
- Respond and resolve guest complaints regarding reservations or room assignments.
- Work closely with GSM and Bookkeeping Supervisor on any audit discrepancies.
- Check room availability at other hotels when the hotel is fully booked.
- Relays effectively any guest maintenance concerns, housekeeping concerns, or F&B concerns to the appropriate departments, and follows up to ensure that these concerns are dealt within a timely manner.

**GUESTS SERVICES REPRESENTATIVE**
- Create, Modify, or Cancel guest reservations, and check guests both in and out of the hotel.
- Process credit cards, debit cards, and cash; ensure all final account balances are settled accurately.
- Respond quickly to online Marriott Cases created by guests, associates, and Marriott head offices.
- Effectively answer internal/external guest calls in a timely manner, and follow up on all requests promptly.
- Describe and sell accommodations and facilities; up-selling whenever possible.
- Complete Pre-Arrival planning to help exceed the guest’s expectations and provide them with a great experience.
- Provide guests with follow up calls after check in to ensure they have everything they need and are happy.
- Address guest complaints promptly regarding any issues with their stay. Notify managers if follow up is required.
- Work closely with GSM and GSA’s to deliver great experiences for our guests.
- Relays effectively any guest maintenance concerns, housekeeping concerns, or F&B concerns to the appropriate departments, and follows up to ensure that these concerns are dealt within a timely manner.
- Additional duties as required by management

**QUALIFICATIONS**:

- Exceptional Microsoft Excel and Word knowledge.
- Exceptional energy and professionalism.
- Ability to adapt in a fast paced constantly changing environment within a dynamic work schedule.
- Ability to take initiative within guidelines.
- Attention to detail, order and cleanliness.
- Ability to multi task.
- Possesses effective communication skills and exceptional phone manners.
- Ability to work with and understand financial information and basic arithmetic functions.
- Can type quickly and accurately.
- Is open and accepting of a flexible schedule, such as weekends and holidays as required.
- Knowledge of a hotel Property Management System.
- Previous Front Office experience is an asset.

**Job Types**: Part-time, Permanent
Part-time hours: 24-40 per week

**Salary**: $16.22-$17.25 per hour

**Benefits**:

- Dental care
- Extended health care
- On-site parking
- Vision care

Schedule:

- 8 hour shift
- Day shift
- Holidays
- Monday to Friday
- Night shift
- Weekend availability

Work Location: One location