Job Description
Job Title: Guest Services Agent-Night Audit
Entity: DoubleTree by Hilton Bloomington, Illinois
Department: Guest Services
Reports To: Front Office Manager/Assistant General Manager
Effective Date: February 15th, 2024
General Summary:
To increase customer satisfaction by providing efficient and courteous Front Desk service in accordance with the standards of our company.
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 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 cash drawer
Communicate with supervisors and 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, detail 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 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:
Any combination of education and experience equivalent provides the required knowledge, skills, and abilities.
Computer Skills: Basic Computer Skills
Experience:
Preferred: Front desk experience or other experience in the hospitality field.
Licenses or Certificates:
Valid Driver’s License and Acceptable MVR
Grooming:
All employees must maintain a neat, clean and well-groomed appearance.
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 with out assistance
Finger dexterity 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 night time hours including 10:00 p.
m.
to 7:00 a.
m.
This description is a general statement of required major duties and responsibilities performed on a regular and continuous basis.
It does not exclude other duties as assigned.
It is the policy of Tentac Enterprises to comply with all federal and state laws concerning the employment of individuals with disabilities and to act in accordance with regulations and guidance issued by the Equal Employment Opportunity Commission (EEOC)
Tentac Enterprises provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
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