Night Auditor

工作内容

KEY RESPONSIBLITIES

• Listen to guest inquiries and provide appropriate responses
• Pre-register designated guests and prepare key packets
• Understand and execute all standards ensuring accurate settlement of folios, routing of charges and adjustments
• Maintain guest history files on all guests
• Accommodate room changes
• Document all guest requests, complaints or problems immediately and notify designated department/personnel for resolving the situation. Follow up to ensure completion and guest satisfaction
• Resolve discrepancies on the room status report with Housekeeping
• Generate, print and distribute daily and weekly reports
• Attend appropriate training courses, when required
• Demonstrate a knowledge of hotel room categories, room rates, packages, promotions and other general product knowledge necessary to perform daily duties
• Maximize room occupancy and use up-selling techniques to promote hotel services and facilities
• Independently work with different Front Desk systems.
• Be familiar with the departmental and hotel targets regarding guest satisfaction,
• Preparation and processing of group arrivals and departures.
• Work closely together with Team Members from all different departments to ensure guest expectations are met.
• Run daily reports (number of arrivals, departures), identify any special requests, and check reports for accuracy
• Be knowledgeable about the hotel, its facilities and its surroundings
• Maintain the professional appearance of the Front Desk with a focus on hospitality and Guest service
• Know the emergency equipment, emergency phones, emergency alarms and procedures in the hotel and know what to do in case of emergency.

Skills

• Front Office experience in the hotel, leisure, and/or retail sector
• Strong commercial/business awareness and demonstration of sales capabilities
• Calm, organized work ethic with the ability to prioritize and meet deadlines
• A passion for delivering exceptional levels of Guest service
• Proficiency in English (verbal and written), second language an asset
• Previous customer related experience preferred
• Previous PMS experience an asset
• Computer literate in Microsoft Window applications an asset
• Must possess a professional presentation
• Excellent grooming standards
• Strong interpersonal and problem solving abilities
• Highly responsible & reliable
• Ability to work well under pressure in a fast paced environment
• Ability to work cohesively with fellow colleagues as part of a team
• Ability to focus attention on guest needs, remaining calm and courteous at all times
• Must be able to work in a fast paced environment and resolve guest issues on the spot.
• Must have excellent interpersonal and communication skills.
• Must be available for scheduling based on business demands to include weekends and holidays

Physical Aspects of Position (include but are not limited to): Frequent standing and walking throughout shift Occasional kneeling, pushing, pulling, lifting Occasional ascending or descending ladders, stairs and ramps

Job Types: Full-time, Permanent

Salary: From $16.00 per hour

Schedule:

• 8 hour shift
• Holidays
• Monday to Friday
• Night shift
• Weekend availability

Experience:

• customer service: 1 year (preferred)