Guest Service Representative - Night Auditor

Provide excellent guest service in an efficient, courteous professional manner; follow LBA standards of friendly hospitality while adhering to guidelines and procedures. Execute selling strategies to enhance the hotel revenue. Responsible for the total front office operations: Acts as Manager on Duty, responds immediately to guest requests, represents the hotel in the late evening and early morning hours, maintains thorough communication with management staff.

PRE REQUISITES
Guest Service Representatives have access to guestrooms and property, character traits of honesty and trustworthiness are essential to this position. Therefore, associates must pass the appropriate security clearance, per company policy.

• High school diploma or equivalent of same, degree helpful but not required.
• Experience in accounting, sales, telesales, service or guest relations type of industry is helpful but not mandatory.

SUMMARY OF ESSENTIAL JOB FUNCTIONS
Must be able to perform major life activities: Standing, lifting, bending, learning, reading, concentrating, thinking, and communicating.

For this position specifically:

• Must be able to stand for eight hours, bend, stretch, reach.
• Must be able to push or pull 60 pounds and lift and/or carry 30 pounds.
• Must display professionalism, honesty and trustworthiness at all times.
• Must be able to see and hear.
• Must be able to speak and read English, the ability to communicate in another language may be helpful.

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES
Knowledge in:

• Reservations procedures including cancellations and walking guest
• Entire property, staff, services, hours of operation, type of rooms, locations, rates, discounts.
• Daily hotel operations, check daily events, bulletin boards and be up to date on changes, new procedures and events.
• Manager on Duty functions.
• Frequent Stay Program
• Phone etiquette and answering procedures, be able to answer inquiries of shopping, dining, entertainment and travel directions.
• Safety and security measures
• Cash and credit card handling, balancing charges

Skills:

• Computer literate to thoroughly operate property management system: post charges, compute bills, collect payment and make change.

Abilities:

• Communicate with guests, co-workers receiving and transmitting mail, phone and written messages and relay pertinent information using communication log books.
• Multi task, remain associate and guest service centric.
• Able to work unsupervised and be productive at all times, even overnight.
• Assist with guest issues with professionalism, maintaining hospitable attitude.

SPECIFIC RESPONSIBILITIES

• Maintain certification from a responsible vendor training if alcohol is served.
• Be flexible in regard to work schedule.
• Other duties as assigned, including assisting in other departments such as laundry, housekeeping or food and beverage.
• Be aware of potential sales leads and contacts thorough guest interaction. Report information to the appropriate individual.
• Ensure all cash, check and miscellaneous departments are in balance at shifts end.
• Help maintain a clean and professional lobby, dining area; dusting vacuuming, cleaning tables, etc.
• Keep housekeeping and other departments informed of any special requests, late check-outs, and special needs areas.
• Greet and register guests, provide room assignments, maintain guest privacy, and accommodate special request when possible.
• Check all credit cards for validity before the end of the shift.
• Practice safety standards at all times and be alert to hazardous conditions. Report or correct any hazardous conditions immediately.
• Assist in other areas: F & B, cleanliness of property wherever assistance is needed for guest satisfaction.
• Have a thorough working knowledge of emergency procedures.
• Learn and utilize PMS.
• Promote and sell services/amenities of the hotel.
• Report any unusual occurrences or request to the manager.
• Promote repeat business by offering to take future reservations and providing recommendations for alternate same brand-type products.
• Maintain stock/cleanliness of the Market area if applicable.

WORKING CONDITIONS/SPECIAL REQUIREMENTS
Standing, walking for long periods of time while maintaining a friendly professional image. Where applicable, follow approved laundry procedures, ensure understanding of operation of washers and dryers. Assist with folding linen according to proper standards.

POSITIONS FOR POSSIBLE ADVANCEMENT
The next step for this position is in a training capacity. The ability to teach skills and competencies will enhance leadership skills in preparations for further promotion. Once that is achieved, the individual may be promoted to an AGM or GSM position.

Disclaimer
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time as needed.
Brand: Hilton Garden Inn
Address: 1220 Stadium Drive Macon, GA - 31204
Property Description: GMG-Stadium Drive-Macon, GA
Property Number: 4085