Guest Experience Auditor

Position: Guest Experience Auditor

Reports To: Assistant General Manager/General Manager

Provide excellent service to guests throughout their stay. Make reservations, check guests in/out, answer all incoming calls, respond to any guests’ requests, and solve issues quickly. Share information about hotel amenities and make recommendations about surrounding area.

• Has a minimum one (1) years of customer facing experience.

• Effective verbal and written communication skills in English.

• Willing to work weekends and holidays based on business needs.

• Stay guest focused and nurture an excellent guest experience.

• Answer telephone, make reservations, check guests in, check guests out.

• Act as hotel concierge for guests.

• Act as communication hub for hotel and guest liaison with other departments.

• Knowledge of the local area to provide recommendations to guests.

• Understand and follow all safety procedures.

• Understand and follow all Guest Services operating procedures.

• Balance the business day’s ledgers, revenues, and payments.

• Report daily statistics to management.

• Act as Manager on Duty when working alone.

Specific Responsibilities

• Provide exceptional customer service to all guests.

• Be proficient in all Front Office equipment such as Property Management System, Key Machine, Credit Card Terminal, and Point of Sale System.

• Understand and follow hotel’s Guest Services accounting procedures for folio charges, payments, cash handling, adjustments, tax exempt and house accounts,

• Understand and follow hotel’s Guest Services operating procedures for safety, security, and operating procedures,

• Be proficient in Franchise loyalty program to be able to promote, explain and acknowledge members status,

• Use appropriate greeting and etiquette when answering telephone,

• Review, acknowledge and accommodate guests’ requests where applicable and available,

• Process new reservations, edits and cancelations within company policies and franchise guidelines.

• Check guests in and out per company policies and procedures.

• Inform guests of hotel amenities and policies at check in.

• Follow and enforce key control policy for guests and associates.

• Handle guest requests, concerns or complaints professionally and in a timely matter.

• Provide concierge services including proving driving or walking directions as well as recommend local preferred restaurants for dinning.

• Communicated with management daily on current available rates.

• Monitor hotel inventory of guest rooms and communicate with appropriate departments and management regarding out of order rooms, room discrepancies or negative balances.

• Follow additional operating and accounting procedures for group arrivals.

• Maintain appropriate inventories of supplies throughout shift for efficient service.

• Maintain a proper clean and sanitized workspace.

• Maintain a proper clean and sanitized guest space.

• Place maintenance work orders and repairs into electronic maintenance system.

• Maintain and review daily shift log for Guest Services and hotel departments.

• Maintain courteous and professional communication with other hotel departments, keep all appropriate departments updated with necessary information.

• Preform property walk(s) to ensure the security and safety all guest.

• Properly and accurately conduct the audit and accounting functions in a timely manner.

• Inform management of any unique situations, or unusual developments.

• Fully understand and be able to perform all duties of Guest Service Agents

• Perform other duties as needed and requested by management.

Optimum Attributes:

• Willing to take responsibility and accountability for the team.

• Strong attention to detail & ability to multitask.

• Epitomize professionalism.

• Determined and motivated to meet and exceed expectations.

• Reliable, responsible, and dependable

• Highly developed verbal and written communication skills

• Motivating team player

• Active & attentive listener

• Open with praise; discreet with criticism.

• Emphatic and tolerant

• Consistent and influential

• Rational, prudent, and practical