Night Audit- Guest Experience Expert

POSITION SUMMARY

Our jobsarent just about giving guests a smooth check-in and check-out. Instead we want to build and experience that is memorable and unique. Our Guest Experience Experts take the initiative to deliver a wide range of services that guide guests through their entire stay. They are empowered to move about their space and do what needs to be done. Whether processing operational needs addressing guest requests completing reports or sharing the highlights of the local area the Guest Experience Expert makes transactions feel like part of the experience.

No matter what position you are in there are a few things that are critical to success creating a safe work place following company policies and procedures maintaining confidentiality protecting company assets upholding quality standards and ensuring your uniform personal appearance and communications are professional. Guest Experience Experts will be on their feet and moving around (stand sit or walk for an extended time) and taking a hands-on approach to work (move lift carry push pull and place objects weighing less than or equal to 10 pounds without assistance). Doing all these things well (and other reasonable job duties as requested) is critical for Guest Experience Experts to get it right for our guests and our business each and every time.

CRITICAL TASKS

Safety and Security

Follow property specific procedures for handling emergency situations (e.g. evacuations medical emergencies natural disasters).
Maintain awareness of undesirable persons on property premises.
Report work related accidents or other injuries immediately upon occurrence to manager/supervisor.
Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.

Guest Relations

Actively listen and respond positively to guest questions concerns and requests using brand or property specific process (e.g. LEARN PLEASED Guest Response LEAP MYSTIQUE) to resolve issues delight and build trust.
Address guests service needs in a professional positive and timely manner.
Anticipate guests service needs including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
Assist other employees to ensure proper coverage and prompt guest service.
Engage guests in conversation regarding their stay property services and area attractions/offerings including social media where appropriate.
Provide assistance to individuals with disabilities including assisting visually hearing or physically-impaired individuals within guidelines (e.g. escorting them when requested using words to explain actions writing directions on paper moving objects out of the way or offering access to Braille or TDD phones).
Thank guests with genuine appreciation and provide a fond farewell.
Welcome and acknowledge each and every guest with a smile eye contact and a friendly verbal greeting using the guests name when possible.
Stay up-to-date on the local area so that you are prepared to provide specific recommendations for guests.
Communicate recommendations in a way that builds excitement and interest among guests and associates.
Perform other reasonable duties as requested.

Working with Others

Support all co-workers and treat them with dignity and respect.
Develop and maintain positive and productive working relationships with other employees and departments.
Handle sensitive issues with employees and/or guests with tact respect diplomacy and confidentiality.

Quality Assurance/Quality Improvement

Comply with quality assurance expectations and standards.

Physical Tasks

Enter and locate work-related information using computers and/or point of sale systems.
Move lift carry push pull and place objects weighing less than or equal to 10 pounds without assistance.
Read and visually verify information in a variety of formats (e.g. small print).
Stand sit or walk for an extended period of time or for an entire work shift.

Check-in/Check-out

Keep track of changes in room status (e.g. early check-out late check-out room transfer unexpected stay over) for Housekeeping.
Organize and coordinate check-in/pre-registration procedures for arriving groups.
Process all check-outs including express check-outs resolving any late and disputed charges settling account retrieving room key and requesting comments on guests stay.
Process all guest check-ins by confirming reservations in computer system (e.g. Fidelio PMS FOSSE OPERA) verifying guest identity requesting form of payment assigning room and issuing room key in accordance with property policies and procedures.
Secure valid form of payment (e.g. credit card cash) prior to issuing room key.
Sell a room/accommodation to guests without reservations based on availability.
Verify and adjust billing for guests.

Communications

Provide assistance to coworkers ensuring they understand their tasks.
Speak to guests and co-workers using clear appropriate and professional language.
Instruct guests on how to access the internet (e.g. dial-up broadband wireless).
Answer telephones using appropriate etiquette including answering the phone within 3 rings answering with a smile in ones voice using the callers name transferring calls to appropriate person/department requesting permission before placing the caller on hold taking and relaying messages and allowing the caller to end the call.

Reports/Record keeping

Run daily reports (number of arrivals departures) identify any special requests and check reports for accuracy .
Run credit card authorization report and check for discrepancies.
Review shift logs/daily memo books and document pertinent information in logbooks.
Print contingency lists to have a record of all guests in case of emergency.

Guest Services

Arrange transportation (e.g. taxi cab shuttle bus) for guests/residents/visitors and record advance transportation request as needed.
Contact appropriate individual or department (e.g. Bellperson Front Desk Housekeeping Engineering Security/Loss Prevention) as necessary to resolve guest call request or problem.
Follow up with guests to ensure their requests or problems have been met to their satisfaction.
Manage access to technological devices within public spaces (e.g. television remote control computer Internet games etc.) and provide basic troubleshooting assistance or refer to appropriate individual or department (e.g. Engineering Security/Loss Prevention) as necessary.
Contact appropriate individual or department (e.g. Bellperson Front Desk Housekeeping Engineering Security/Loss Prevention) as necessary to resolve guest call request or problem.

Cash Handling

Process all payment types such as room charges cash checks debit or credit.
Process adjustment vouchers paid-outs correction vouchers and miscellaneous charges.
Count bank at end of shift and secure bank.
Balance and drop receipts according to Accounting specifications.
Obtain manual authorizations and follow all Accounting procedures when computer system is down.
Count bank at the beginning of shift to ensure that amounts are correct and that there is adequate change.

PREFERRED QUALIFICATIONS

Education: High school diploma or G.E.D. equivalent.

Related Work Experience: No related work experience.

Supervisory Experience: No supervisory experience.

License or Certification: None