Guest Services Agent

5 days ago

St Catharines, Canada Best Western Full time

**Job Title**: Hybrid Guest Services Agent & Night Auditor

**Location**: Best Western

**Department**: Front Office

**Reports To**: Front Office Manager / General Manager

**Employment Type**: 3-month contract

**Schedule**: A mix of AM/PM and overnight shifts]

**Job Summary**:
The **Hybrid Guest Services Agent & Night Auditor** plays a dual role in ensuring a seamless guest experience both during the day and overnight. During guest service shifts, the role focuses on check-in/check-out procedures, concierge services, and ensuring guest satisfaction.

During night audit shifts, the position is responsible for balancing the hotel’s daily financial transactions, preparing management reports, and maintaining safety and security standards throughout the night.

**Key Responsibilities**:
**Guest Services Agent Duties**:

- Greet guests in a professional, friendly, and courteous manner.
- Perform all front desk operations, including check-ins, check-outs, reservations, and room assignments.
- Handle guest inquiries, complaints, and special requests with efficiency and empathy.
- Promote hotel services and amenities, offering local area recommendations when appropriate.
- Ensure accurate handling of payments, cash, credit cards, and billing.
- Maintain cleanliness and organization of the front desk and lobby area.
- Communicate effectively with all departments, including housekeeping and maintenance.

**Night Auditor Duties**:

- Conduct nightly audits of hotel financials and reconcile daily transactions.
- Post charges to guest accounts and close the business day in the property management system.
- Run reports for management, accounting, and operations.
- Respond to guest needs overnight, including late check-ins and wake-up calls.
- Monitor hotel premises to ensure guest safety and report any unusual activity.
- Prepare breakfast area setup (if applicable) or assist in morning operations.
- Perform end-of-day procedures and ensure smooth transition to morning staff.

**Qualifications**:

- Previous experience in a hotel front desk or night audit role preferred.
- Strong customer service and communication skills.
- Comfortable working independently and multitasking.
- Proficient in using hotel management software Visual Matrix, Caviar
- Basic accounting knowledge or cash-handling experience an asset.
- Ability to work flexible hours, including evenings, weekends, and holidays.
- High school diploma or equivalent required; hospitality training is an asset.

**Working Conditions**:

- Standing for extended periods during shifts.
- May involve light lifting (e.g., luggage, breakfast supplies).
- Fast-paced environment during check-in/check-out times.
- Quiet, independent work during night audit shifts.

**Why Join Us?**

At Best Western, we pride ourselves on delivering superior guest experiences and fostering a supportive work culture. Join our team and enjoy opportunities for career growth, training, and employee recognition programs.

**To Apply**:

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