Guest Services Agent- Night Audit

General Summary:
To increase customer satisfaction by providing efficient and courteous Front Desk service in accordance with the standards of Tentac Enterprises.  Night Audit employees are required to work shifts from 10:00 p.m. to 6:00 a.m. and 11:00 p.m. to 7:00 a.m.

Essential Functions:

• Provide quality service to the customer by responding to their requests promptly, efficiently, and courteously during check-in, check-out, and throughout the stay
• Answer incoming phone calls, process reservation/cancellation/modification requests, and transfer calls to appropriate departments
• Answer hotel phone calls and notify guests of messages
• Handle guest accounts and maintain a cash drawer
• Communicate with supervisors, co-workers and clients in a courteous manner at all times
• Follow all specified procedures to audit the shift closing of all front office staff, including personally closing shift three and completing an audit summary for each shift.
• Produce accurate and timely reports and correctly handle all cash transactions
• Follow all specified procedures to maintain and post a daily balance of all house accounts, including running preliminary reconciliations, detailed transactions, and final reports to accounting and profit centers.
• Balance and audit for accuracy room revenue, food and beverage revenue, cashier’s reports, and guest and house accounts and telephone revenue; assisting the preparation of all reports relevant to daily revenues
• Transmit credit card batches
• Complete and transmit daily management and accounting reports and supporting documents
• Act as hotel system liaison during night hours

Supporting Functions:

In addition to the performance of the essential functions, this position may be required to perform a combination of the following supportive functions.

• Assist in booking room reservations
• Perform all Guest Service Representative functions
• Maintains a favorable working relationship with all other company employees
• Provide shuttle service to and from area locations
• Other duties as assigned by the Supervisor

Specific Job Knowledge, Skills, and Ability:

• Working knowledge of all services and facilities of the hotel
• Ability to assist hotel guests in an effective manner
• Ability to fully follow supervisor’s directions
• Ability to remember and recite company promotions and information

Qualification Standards

Communication: Strong communication skills, including the ability to deal effectively with vastly diverse groups of people and guests.

Education: 
Required: High School Diploma
Preferred: College Diploma

Experience: Preferred: Front desk experience or other experience in the hospitality field.

Licenses or Certificates: No Requirements

Grooming: All employees must maintain a neat, clean, and well-groomed appearance per company standards. 

Physical Requirements

• Sitting in a normal seated position for extended periods of time
• Reaching by extending hand(s) or arm(s) in any direction
• Ability to carry items weighing up to 30 pounds without assistance
• Finger dexterity is required to manipulate objects with fingers rather than with the whole hand(s) or arm(s), for example, using a keyboard
• Ability to move about
• Ability to see within normal parameters
• Ability to hear within normal range
• Must be able to work nighttime hours, including 10:00 p.m. to 7:00 a.m.

This description is a general statement of required major duties and responsibilities performed regularly and continuously. It does not exclude other duties as assigned.