Now Offering a Summer Bonus of $1000
The Night Auditor / Guest Service Representative (GSR) works at the front desk of the
hotel and provides service to hotel guests and clients. The GSR greets and checks in
arriving guests and checks out departing guests. The GSR provides excellent customer
service to all guests, makes reservations for guests arriving on the same day or future
dates, answers incoming phone calls, and responds to any guest inquiries or requests. The
agent will also perform any brand required tasks within the properties front desk system
to process the hotels nightly audit.
Duties and Responsibilities:
Block incoming reservations based on guest requests and the availability of rooms
to meet those requests.
Block arriving reservations of all groups if deemed necessary, pre-register the
rooms in the property computer system, place keys in envelopes and note the
room number on the envelopes.
Register all incoming guests, making sure that all pertinent information is
obtained, registration card is completed, and the method of payment is
Accept and record credit card and photo ID information on guest accounts in the
hotel computer system.
Maintain the cleanliness of the back office and front desk area.
Anticipate guest needs, respond promptly, and acknowledge all guests in a timely
and courteous fashion.
Always maintain positive guest relations.
Address and resolve guest complaints in a timely manner to ensure guest
Document all guest requests and concerns and communicate information to the
responsible personnel for proper handling in a timely manner.
Prepare a shift drop verifying the totals determined match the totals in the
property management system.
Maintain the confidentiality and security of proprietary company information,
correspondence, reports, and files.
Handle and document all Lost and Found items as directed by management’s
policies and procedures.
Perform other duties as assigned by management.
Required Skills and Experience:
Previous hospitality industry experience preferred but not required
Highly energetic, go-getter, motivated individual
Willing to take initiative and work with little direction.
Excellent interpersonal and communication skills with strong customer/client
Strong problem-solving skills
Ability to work in a fast-paced, high pressure environment
Ability to shift and manage multiple priorities
Results driven focus and ability to work through to completion in a timely manner
Adaptable to change
High level of flexibility regarding overtime during busy periods as directed by
Physical: Must be able to stand for periods of time; ability to lift to 25 lbs.; ability
to lift, push and pull moderate weight frequently
The above statements are intended to describe the general nature and level of work being
performed by people assigned to this job. They are not intended to be an exhaustive list
of all responsibilities, duties and skills required of the job.