Guest Service Agent / Night Auditor (3rd shift / Front Desk)

Job Description

The Guest Services Agent/Night Audit will work both 2nd and 3rd shift as need to ensure coverage as Guest Service Agent and Night Audit as specified by the work schedule. The GSA/NA is responsible for providing attentive, courteous and efficient service to all guests during check-in, throughout their stay, and at checkout, while maximizing room revenue and occupancy. Reconcile hotel transactions; organizing and compiling management reports on a timely basis and ensuring the accuracy of guest billings. He/she is also responsible for effectively communicating concerns and/or related issues to Accounting.

The Sheraton Arlington Hotel is an EOE, Drug Free Workplace and E-Verify Participant.

Education & Experience:

• High School diploma or equivalent required.
• Experience in a hotel or a related field preferred.
• College course work in related field helpful.
• Computer experience required.
• Customer Services experience preferred.

Physical requirements:

• Flexible and long hours sometimes required.
• Light work – Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
• Ability to stand during entire shift.

General Requirements

• Maintain a warm and friendly demeanor at all times.
• Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.
• Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
• Must be able to multitask and prioritize departmental functions to meet deadlines.
• Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.
• Attend all hotel required meetings and trainings.
• Maintain regular attendance in compliance with Sheraton Arlington Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel.
• Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform and nametag.
• Comply with Sheraton Arlington Hotel Standards and regulations to encourage safe and efficient hotel operations.
• Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
• Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.
• Must be able to understand and apply complex information, data, etc. from various sources to meet appropriate objectives.
• Must be able to cross-train in other hotel related areas.
• Must be able to maintain confidentiality of information.
• Must be able to show initiative, including anticipating guest or operational needs.
• Perform other duties as requested by management.

DUTIES & FUNCTIONS

Fundamental Requirements

• Greet and welcome all guests approaching the Front Desk in accordance with Sheraton Arlington Hotel standards.
• Maintain proper operation of the PBX console and ensure that all hotel standards are met (if applicable).
• Answer guest inquires about hotel services, facilities and hours of operation in a timely manner.
• Ensure logging and delivery of packages, mail and messages to guests and meeting rooms.
• Review Front Office log and Trace File daily.
• Answer inquires from guests regarding restaurants, transportation, entertainment, etc.
• Follow all cash handling and credit policies.
• Be aware of all rates, packages and special promotions as listed in the Red Book.
• Be familiar with all in-house groups.
• Be aware of closed out and restricted dates.
• Obtain all necessary information when taking room reservations and follow the rate-quoting scenario.
• Be familiar with hospitality terminology.
• Have knowledge of emergency procedures and assist as needed.
• Handle check-ins and checkouts in a friendly, efficient and courteous manner.
• Use proper two-way radio etiquette at all times when communicating with other employees.
• Fully comprehend and be able to operate all relevant aspects of the Front Desk computer system.
• Be able to perform and complete all tasks and duties on the shift checklist in a timely and efficient manner.
• Be able to complete a bucket check, room rate verification report, and housekeeping report.
• Balance and prepare individual paperwork for closing of shift according to hotel standards.
• Maintain and market promotions and guest programs.
• Maintain a clean work area.
• Assist guests with safe deposit boxes.
• Must be able to work with and understand financial information and data, and basic arithmetic functions.
• Must be able to prioritize job functions in order to meet deadlines.
• Audit and reconcile all Front Desk and Food & Beverage Cashier’s work.
• Audit, reconcile, consolidate, and transmit all credit cards on a timely basis.

Job Type: Full-time

Experience:

• Hotel Customer Service: 1 year (Required)

Education:

• High school or equivalent (Required)