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About the Role

The Night Auditor/Guest Services Agent is responsible for assisting in the operation of the front desk and guest services, ensuring 100% guest satisfaction from arrival to departure.

Responsibilities

• Balance and audit room revenue, room and tax charges, cashier reports, guest and house accounts, and food and beverage revenue.
• Prepare and transmit daily management and accounting reports, including customer tracking and market segmentation reports.
• Assist guests with hotel arrival and departure, providing positive experiences.
• Complete the registration process by inputting and retrieving information from a computer system.
• Maintain confidentiality of guest and hotel information.
• Ensure security of guest room access through attention to detail.
• Manage guest requests, inquiries, and complaints promptly and effectively.
• Handle cash and credit card transactions, processing guest accounts accurately during checkout.
• Maintain knowledge of all hotel features, services, hours of operation, room types, rates, packages, and promotions.
• Follow hotel safety policies and procedures, using safety equipment as needed.
• Report all accidents and injuries in a timely manner.
• Ensure the work area is clean and free of obstructions.
• Perform other job-related duties as assigned.

Requirements

• Ability to access and accurately input information using a moderately complex computer system.
• Able to handle cash and credit transactions.
• General knowledge of local area attractions and transportation.
• Ensure efficient guest registration, checkout, guest service, and telephone service, while ensuring all brand standards are being applied.
• Ability to effectively deal with internal and external customers with tact and diplomacy to defuse anger, collect accurate information and resolve conflicts.
• Ability to observe and detect signs of emergency situations.
• Ability to establish and maintain effective working relationships with associates, customers and patrons.
• Command of the English language both written and verbal.
• Ability to multi-task, and prioritizes with excellent follow up skills and customer service.
• Regular attendance in conformance with the standards is essential.
• Comply with attendance rules and be available to work on a regular basis.
• Able to work a flexible schedule, varied shifts, including weekdays, evenings, weekends, and holidays.
• Maintain high standards of personal appearance and grooming, including wearing the proper uniform and nametag.
• Employees may be required to work varying schedules to reflect business needs, including holidays and weekends.
• Attendance at all scheduled training sessions and meetings is required.

Skills

• Computer system operation
• Cash and credit card handling
• Customer service
• Conflict resolution
• Observation skills
• English language proficiency (written and verbal)
• Multi-tasking
• Prioritization
• Follow-up skills

Location

• Queensbury

Work Type

• Full-time
• Shift work

Experience Level

• Entry-level (training provided)

Salary/Compensations

• $18.50 per hour

Benefits

• Hilton Hotels discount
• Company-wide incentives

About the Company

• Home2 Suites by Hilton Queensbury is a hospitality establishment.