Guest Services Agent, Night Audit Relief - Holiday Inn Express

Guest Services Agent/ Night Auditor SUMMARY: To assist guests efficiently, courteously, and professionally in all Guest Service-related functions and to maintain high standards of service and hospitality.

Process daily audit of the hotel’s financial data. RESPONSIBILITIES: • Provide the highest quality of service to the customer at all times. Promptly and effectively deal with guest complaints and requests. • Check guests in and out efficiently and in a friendly manner. • Post guest charges and compute guest bill, collect payment and make change for hotel guests following all cash handling procedures as required by M&R Hospitality Management. • Handle guest mail and messages per established procedures.

Be very knowledgeable of Rewards program and promotions. • Develop a thorough knowledge of hotel staff, room locations, room rates, amenities, and selling strategies. • Take reservation requests efficiently. • Answer switchboard in accordance with standards of proper telephone etiquette. • Block rooms and handle special requests. • Monitor room availability. • Handle safe deposits by guests per established procedures. • Keep lobby, back office and desk area clean and presentable. • Have a thorough knowledge of emergency and security procedures. • Offer and properly handle requests for wake-up calls. • Know how to clean guest rooms to standards. • Open and close shift; make cash drops. • Ensure all credit cards, cash, and change fund are balanced throughout each shift. • Inform management of any guest or systems related complaints or problems. • Communicate with incoming staff and management by logging pertinent information in the pass on log. • Keep maintenance informed of all maintenance needs. • Pass on guest lost and found inquiries to management or supervisors. • Assist in marketing effort by completing Company Tracking nightly. • Verify each Front Desk shift’s transactions. Process credit card transactions. • Post tax charges to all guest folios • Finalize transactions completed during the day. • Create and/or print required reports. • File or transmit reports as directed. • Prepare folios for departing guests. • Post telephone charges, valet charges, and other miscellaneous charges to guest accounts. • Administer guest payment policies. • Responsible for shift cash transactions. • Responsible for maintaining hotel key security system. Administer guest safe deposit boxes. • Responsible for knowing hotel emergency procedures. • Coordinate with other departments to fulfill guest special requests. • Communicate facilities and services to guests at check-in. • Answer guest questions regarding local area facilities. • Must wear proper uniform at all times in accordance with the Standards of Appearance. Have a thorough knowledge of emergency procedures. • Practice safety standards at all times. • Be able to move luggage or packages weighing up to 40 lbs. • Each associate will be required to follow the rules as found in the M&R Employee Handbook • Perform other duties as assigned by management, of which employee is capable of performing I