Ambience Hospitality is a hotel and property management company. Our clients and owners hire our professional services to operate hotels and other properties on their behalf. As an associate of the property you are an employee under the management of Ambience Hospitality. The following job description covers the basic
elements of the job listed, according to the expectations and requirements of Ambience Hospitality. This job description is not intended to be an exhaustive or all-inclusive list of expectations. Please see your General Manager for specific duties and expectations relevant to the property.
General Overview
Hotel Guest Service Agent (or Representative) greets and welcomes guests to the hotel and makes them feel comfortable in their environment. The Guest Service Agent (GSA) must maintain a friendly and helpful attitude to guests, customers, clients and visitors. The GSA must professionally provide services to accommodate guests by registering and assigning rooms to guests, issuing room keycards, transmitting and receiving messages, keeping records of occupied rooms and guests’ accounts, making and confirming reservations, and presenting statements to and collecting payments from departing guests.
Tasks
Greet, register, and assign rooms to guests
Contact housekeeping or maintenance when guests report problems
Issue room keys
Make and confirm reservations
Verify customers’ credit, and establish how the customer will pay for accommodations
Keep records of room availability and guests’ accounts, manually or using computer
Post charges, such as those for rooms, food, telephone calls, accurately to ledgers manually or by using computer
Review accounts and charges with guests to ensure accuracy during the checkout process
Record guest comments or complaints, referring customers to managers as necessary
Compute bills, collect payments, and make change for guests
Transmit and receive messages, using telephone or switchboard
Answer inquiries pertaining to hotel services, guest registration, and travel directions
Advise housekeeping when rooms have been vacated and are ready for cleaning
Perform bookkeeping activities such as balancing accounts and conducting nightly audits
Clean and maintain lobby and common areas, such as restocking supplies and emptying trash receptacles
Prepare for basic food service, such as setting up breakfast, or coffee and tea supplies
Sort and rack incoming mail and messages
Deposit guests’ valuables in hotel safes or safety-deposit boxes
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