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Holiday Inn Express Sault Ste. Marie

 

Night Audit/ Guest Service Agent

Part-time, Night Audit $17.85/hr - GSA $16.58/hr

POSITION TITLE: NIGHT AUDIT/GUEST SERVICE AGENT

REPORTS TO: GUEST SERVICES MANAGER

POSITION OVERVIEW:

Night Auditor: is responsible for posting and balancing charges and settlements for accommodations; maintaining files; and resetting the systems for the next day's operations.

DUTIES & RESPONSIBILITIES:

  • Rooms division Audit

  • Security Procedures Followed

  • Emergency Procedures followed

  • Communicate with all fellow co-workers

  • Completion of Daily reports, revenue, discrepancy etc

  • House count ready for Housekeeper

  • Overages and shortages monitored

  • Providing of necessary computer reports

  • Credit Card input monitored and balanced with daily totals from hotel PMS

  • VIP'S, Walkovers, Special Requests monitored

  • Rebates and Complimentary requests monitored

  • Check out with Balance monitored

  • Completion and consistency and accuracy of cashing

  • Taking and delivering messages accurately

  • Proper record keeping of wake-up calls

  • Correspondence file, codes

  • Guest history to be done daily

  • Register guests onto the computer, verify reservation, address and credit information, and assign rooms, making every effort to accommodate special requests

  • Knowledge of the OPERA PMS Reservation System

  • Ability to up-sell

  • Utilization of Flexibility in regard to Rates when necessary to occupancy

  • Clean and organize work area

Guest Service Agent: You are ultimately responsible for seeing that each guest has a comfortable stay, and that his or her needs are met. You will assist each of our guests in a friendly, efficient, professional manner in all Guest Services related functions and maintain a high standard of service and hospitality at all times.

  • Greet and welcome guests upon arrival

  • Register guests onto the computer, verify reservation, address and credit information, and assign rooms, making every effort to accommodate special requests, VIPS, Walk-ins,

  • Comply with all hotel loyalty programs

  • Check guests in and out

  • Give directions to guests as needed

  • Handle reservation inquiries, guest complaints and concerns

  • Process client payments according to procedure

  • Ability to up-sell

  • Maintain a house bank and make a deposit and accurate report of receipts daily.

  • Provide accurate currency exchange for guests.

  • Answer all telephone calls and transfer calls accordingly internally as well as to guests

  • Taking messages accurately

  • Wake-up calls recorded and completed to guest specifications

  • Report any unusual occurrences or requests to your Supervisors and Manager

  • Maintain the order and cleanliness of the Front Desk and back office

  • Work in liaison with other departments to accommodate any guest related requests as well as to ensure the safety of staff and guests

  • To maintain "float" in a cash drawer, complete a daily cash deposit slip and deposit all monies into the hotel safe according to the hotel's policies

  • Comply with all rate and revenue protocols

  • Perform any other tasks as required

The above areas of responsibility are not all-inclusive and may be amended from time to time.

KEY PERFORMANCE INDICATORS:

  • Adherence to brand standards

  • Ability to create strong customer relations with the guests

  • Ability to prioritize work while promptly acknowledging guests at initial check-in

  • Knowledge of hotel floor plan, services and amenities, room types, selling features

  • Ongoingly boost team morale and encourage positive work ethic

  • Knowledge of room rates, sizes, and accessibility layouts

  • Knowledge of how to apply group rates

QUALIFICATIONS:

  • Previous Front Desk experience preferred

  • Must be computer literate

  • Able to speak French is an asset

  • Must possess strong organizational and time management skills

  • Must possess an outstanding level of customer service, be punctual, and well-organized

  • Must have excellent attention to details

  • Must be a team player and have excellent communication skills

  • Must be able to stand for long periods of time

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Ability to perform duties while standing and/ or walking for the majority of the shift.

  • Ability to lift weights up to 30 lbs, push and pull heavy equipment such as cleaning carts, cots and equipment.

  • Ability to stoop, bend, stretch, and lift while performing duties.

  • Specific vision abilities required by this job include close vision and distance vision.

WORKING CONDITIONS:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing this job, the employee is exposed to weather conditions prevalent at the time. The noise level in the work environment is moderate. Employee may experience periods of pressure during busy periods.


TO APPLY:

Please send your resume to:
Alison Raposo | Human Resources Coordinator
araposo@diamondhotels.ca