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The Front Desk Night Audit Guest Service Representative (GSR) is responsible for maintaining positive guest interactions while consistently and courteously responding to their needs, requests, necessary service transactions and tasks. This position is critical to ensure that the quality of service for our guests in accordance with Best Western standards and, while working with members of the hotel team, maintaining accounting and financial accountability as well as safety and security of the hotel.
Position Responsibilities
*Welcome guests with friendly greeting and smile and perform all guest related services. (i.e. wake up/courtesy calls; handle concerns/complaints/requests; provide coffee/newspaper and location information; keep lobby clean and orderly)
*Handle reservation requests; check guests in/out; handle guest accounting and cashier functions
*Make, change and monitor reservations; review and report rate availability using the front desk computer system; update and monitor room status, promote future sales
*Complete reporting for daily occupancy/revenue, weekly operations
*Communicate with Management and other GSRs, as needed, about problems, requests and/or concerns regarding guests or rooms
*Work with housekeeping to communicate checkouts, stay-overs, sleepers, skips, rooms cleaned and rooms in need of maintenance
*Night Audit shift requires daily reconciliation of transactions and preparing audit package for Management approval
*Other duties as assigned
Must Have
*Basic office skills (i.e. math, cash handling, computer skills, timekeeping, etc.)
*Must have basic understanding and comfort with Excel spreadsheets.
*Must maintain professional appearance in Best Western provided uniform with consistently friendly attitude towards guests and staff
*Basic English communication (verbal and written) skills required
**Must be available to work nights, weekends and/or holidays
Essential Skills
- Reading text
- Document use
- Numeracy
- Oral communication
- Working with others
- Problem solving
- Decision making
- Critical thinking
- Job task planning and organizing
- Finding information
- Computer use
- Continuous learning
Transportation/Travel Information
- Own transportation
Credentials (certificates, licences, memberships, courses, etc.)
- Not required
Specific Skills
- Take, cancel and change room reservations
- Register arriving guests and assign rooms
- Provide information on hotel facilities and services
- Process group arrivals and departures
- Process guests' departures, calculate charges and receive payments
- Process telephone calls
- Process wake-up calls
- Perform light housekeeping and cleaning
- Maintain occupancy statistics
- Investigate and resolve complaints and claims
- Balance cash and complete balance sheets, cash reports and related forms
- Arrange services required for guests with special needs
- Work with minimal supervision
- Customer service oriented
- Provide general information about points of interest in the area
- Provide information about services available in the community
- Follow emergency and safety procedures
Work Setting
- Hotel
- Hospitality industry
Security and Safety
- Bondable
Type of Bookkeeping and Accounting
- Basic bookkeeping
Business Equipment and Computer Applications
- Word processing software
- Spreadsheet software
- Multi-line switchboard
- Database software
- Computerized reservation system
- General office equipment
- Internet browser
- Basic computer skills (will train)
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