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About the Role

The Guest Service Representative/Night Auditor is responsible for creating a welcoming environment, managing guest check-ins and check-outs, handling payments, and coordinating with various hotel departments to ensure smooth operations and excellent guest service.

Responsibilities

• Create a welcoming environment for guests.
• Register guests and assign rooms, accommodating special requests.
• Complete pre-registration and blocking of rooms for reservations/guest arrival.
• Understand and adhere to proper credit, check-cashing, and cash-handling policies and procedures.
• Understand room status and room status tracking.
• Know room locations, types of rooms available, and room rates.
• Use suggestive selling techniques to sell rooms and promote hotel services.
• Coordinate room status updates with housekeeping.
• Understand reservations, take reservations, and cancellation procedures.
• Process guest check-outs and settle accounts.
• Post and file all charges to guest, master, and city ledger accounts.
• Work closely with all hotel departments to improve service delivery and efficiency.
• Use proper telephone etiquette.
• Coordinate guestroom maintenance work with engineering and maintenance.
• Report any unusual occurrences or requests to the manager or supervisor.
• Register guests into their guest rooms as per reservations & check out guests and settles accounts; collect and verify payments – cash, debit, and credit and maintain a float.
• Post guest charges, compute guest bills, collect payments and make changes for hotel guests following all cash handling procedures.
• Posting balances to all guest rooms and closing out the day's transactions; running accounts receivable reports; providing next-day reports to the Front Office, Executive Office, and other departments.
• Verify and balance daily charges for all departments to customer folios, master accounts, and house accounts; make corrections as needed.
• Run computer through nightly processing sequence to reset for next day's use in balancing for applicable functions.
• Audit all income postings and charges.
• Record and balance staff and house charges.
• Prepare and transmit credit card deposits.
• Process city ledger work to accounting.
• Know all safety and emergency procedures, and is aware of accident prevention policies.
• Ensure the work environment is tidy and well organized at all times (lobby).
• Adhere to all health and safety guidelines and standards.

Requirements

• Excellent communication skills in English.
• Must be able to speak, read, write, and understand the primary language(s) used in the workplace.
• Excellent organizational, interpersonal, and administrative skills.
• Proficient or familiar with computerized systems.
• Demonstrated knowledge of guest service and a genuine desire to exceed guest expectations.
• Present a high degree of professional work ethic and image.
• High school graduate or equivalent.
• Availability to work day, evening, and night shifts any day of the week including weekends and holidays.

Skills

• Guest service
• Communication skills
• Organizational skills
• Interpersonal skills
• Administrative skills
• Computerized systems proficiency
• Cash handling
• Telephone etiquette
• Suggestive selling

Location

• Canada

Work Type

• Full-time
• Day shifts
• Evening shifts
• Night shifts

Education Level

• High school graduate or equivalent

About the Company

• InnVest Hotels manages a portfolio of 100 hotels across 18 internationally recognized brands, making us Canada’s largest independent hotel owner.
• Our management team also oversees day-to-day operations at nearly 90 additional hotels, making InnVest the largest independent operator in the country.
• Our properties span from Vancouver, BC to Corner Brook, NL, and range from roadside inns to luxury urban hotels, offering a diverse and dynamic hospitality experience.
• At InnVest, our mission is simple: deliver outstanding guest experiences and strong returns on quality hospitality investments.
• A career with us provides unique growth opportunities and invaluable exposure to Canada’s largest independently owned and operated hotel portfolio.
• To Learn more about InnVest visit https://innvesthotels.com/

Equal Opportunity

• People with disabilities are encouraged to apply, and accommodations are available upon request throughout the hiring process.
• InnVest is an Equal Opportunity Employer.
• All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.