Position Title: Night Manager/ Guest Service Representative
Strategic Business Unit: Hospitality
Labor Category: Hourly, Non-Exempt
SCOPE OF WORK
The Night Manager/Guest Service Representative (GSR) works at the front desk of the hotel, provides service to hotel guests and clients, and performs any brand required tasks within the properties front desk system to process the hotel’s nightly audit.
RESPONSIBILITIES
Greets and checks in arriving guests and checks out departing guests.
Provides excellent customer service to all guests, makes reservations for guests arriving on the same day or future dates, answers incoming phone calls, and responds to any guest inquiries or requests.
Blocks incoming reservations based on guest requests and the availability of rooms to meet those requests.
Blocks arriving reservations of all groups if deemed necessary, pre-registers the rooms in the property computer system, places keys in envelopes and notes the room number on the envelopes.
Registers all incoming guests, making sure that all pertinent information is obtained, registration card is completed, and the method of payment is established.
Accepts and records credit card and photo ID information on guest accounts in the hotel computer system.
Anticipates guest needs, respond promptly, and acknowledge all guests in a timely and courteous fashion.
Always maintain positive guest relations.
Address and resolve guest complaints in a timely manner to ensure guest satisfaction.
Document all guest requests and concerns and communicate information to the responsible personnel for proper handling in a timely manner.
Prepare a shift drop verifying the totals determined match the totals in the property management system.
Maintain the confidentiality and security of proprietary company information, correspondence, reports, and files.
Handle and document all Lost and Found items as directed by management’s policies and procedures.
Perform nightly audit according to brand and A&R hospitality standards.
Send required reports to corporate staff each evening.
Assist in the setting up of the hotel’s breakfast.
Assists as needed in other departments and areas including the Guest Breakfast, Housekeeping, Laundry, and property designated events.
Maintains the cleanliness of the back office and front desk area.
Follow and adhere to all standards and regulations set forth brands, A&R and as directed by management.
Be a Brand Ambassador of A&R’s Culture, Mission, and Values.
Ensures all guests are treated in an efficient and courteous manner and that all Company standards are applied.
Other duties as assigned.
QUALIFICATIONS
Previous hospitality industry experience preferred but not required.
High level of flexibility regarding overtime during busy periods as directed by management.
Proficiency, at an intermediate level, with computers and computer programs, including Microsoft Office.
Highly energetic, go-getter, motivated individual
Willing to take initiative and work with little direction.
Excellent interpersonal and communication skills with strong customer/client focus essential.
Strong problem-solving skills.
Ability to work in a fast-paced, high-pressure environment.
Ability to shift and manage multiple priorities.
Results driven focus and ability to work through to completion in a timely manner.
Adaptable to change.
A passion for delivering exceptional levels of guest service.
Ability to perform job functions with attention to detail, speed, and accuracy.
Ability to move throughout the hotel (standing, walking, kneeling, and bending) for extended periods of time.
Professional and ethical.
Excellent customer service skills.
Quick learner and hard worker.
Must be a team player and be able to work independently.
WORKING CONDITIONS
Must be able to use body members to work, move or carry objects or materials.
Must be able to stand for periods of time.
Ability to lift to 25 lbs.
Ability to make repeated and continued movements of the shoulders, elbows, and hands (below waist and overhead movements).
Must be able to lift, push, and pull a moderate weight frequently.
A&R Group provides equal employment opportunities to all employees and applicants for employment without regard to race, color, ancestry, national origin, gender, sexual orientation, marital status, religion, age, disability, gender identity, results of genetic testing, or service in the military. Equal employment opportunity applies to all terms and conditions of employment, including hiring, placement, promotion, termination, layoff, recall, transfer, leave of absence, compensation, and training.
To ensure equal employment opportunities to qualified individuals with a disability, A&R Group will make reasonable accommodations for the known disability of an otherwise qualified individual, unless undue hardship on the operation of the business would result. Employees who may require a reasonable accommodation should contact the Human Resources Department to begin the ADA interactive process.