Guest Services Representative/Night Audit-Hotel Erwin, Venice CA

Full Time

Venice, CA, US

Salary Range: $23.69 To $25.32 Hourly

Hotel Equities, a multi-award-winning hotel development and hospitality management company, is currently searching for a remarkable Front Desk Agent/Relief Night Auditor for Hotel Erwin in Venice Beach, California

Job Purpose:

Responds in a professional and courteous manner to arriving, departing and in-house guests by providing accurate and timely information and services. Responds to telephone and in-person inquiries regarding reservations, hotel information and guest concerns. Warm, knowledgeable service and helpful guidance reassure guests they’ve made the right choice to stay with us.

• Greet and welcome guests upon arrival. Register guests into the computer, verifying reservation, address, and credit information. Promote “preferred” guest program and provide recognition and benefits to all current members.

• Accept payment for guests’ accounts both at the time of registration and at checkout. Maintain a house bank and make a deposit and accurate report of receipts daily. Cash checks and exchange currency for guests

• Issue key to and control entrance of safety deposit boxes. Post miscellaneous charges as requested.

• Promptly respond to and resolve guest complaints

• Answer telephone promptly and properly being polite, courteous, and friendly

• Be friendly, thorough, accurate and efficient in taking reservations

• Be friendly, thorough, accurate and efficient in performing Check-ins

• Be friendly, thorough, accurate and efficient in performing Check-outs

(If applicable) Operate or assist with shuttle or transportation Service in a timely and courteous manner

• Assist guests with luggage upon their arrival to and departure from the hotel

• Use the guests’ names

• Be knowledgeable and helpful about the local area, the hotel and hotel services

• Handle messages, wake-up calls, mail, and faxes properly

• Assist guests’ with laundry/dry cleaning needs

• Know of incoming VIPs

• Follow all applicable Company Standard Operating Procedures.

• Perform other assignments as directed by the General Manger.

• Be an enthusiastic, helpful and positive member of the team

• Be professional, responsible and mature in conduct and behavior

• Be understanding of, encouraging to and friendly with all co-workers

• Be self-motivated and use time wisely

• Maintain open line of communications with each department

• Communicate pertinent information

• Respond positively to new ideas

• Openly accept critical/developmental feedback

• Maintain effective communication through the use of meetings, log books and bulletins

• Be available to help other departments in emergency situations

• Adhere to all work rules, procedures and policies established by the company including, but not

• limited to those contained in the associate handbook.

• Safety and Security Skills

• Properly handle and account for keys

• Be knowledgeable of policies regarding emergency procedures and security concerns

• Aggressively seek and react to opportunities to sell rooms, including re-rents, and last rooms available

• Have complete knowledge of hotel rooms, function space, restaurant (if applicable), other outlets, and services; have in depth knowledge of and regularly re-stock and sell pantry items

• Increases revenues by offering customers upgraded rooms and promoting hotel amenities and outlets

• Have full understanding of franchise honors program

• Ensure all customers establish credit upon check-in. Improves timeliness of cash flow by adhering to all established credit and inventory control procedures:

• Verifies all information on reservations check-in; name, address, method of payment, etc.

• Retrieves proper name and address verification and proper approval codes for cash and credit card paying customers

• Identifies and records special billing instructions and notifies accounting

• Completes shift closing accurately by getting appropriate approval signatures and authorization codes

• Adheres to hotel policies regarding the use of cash banks

• Stays current with developments in the hotel by reviewing the communication log book each shift; updates log book for next shift

• Report potential sales contacts to the sales department protection of guests’ room numbers.

Qualifications and Requirements:

High School diploma /Secondary qualification or equivalent.

Experience with Marriott, Hilton, IHG, Wyndham or Hyatt processes and standards.

This job requires the ability to perform the following:

• Must be able to speak, read, write and understand the primary language(s) used in the workplace.

• Must be able to read and write to facilitate the communication process.

• Requires good communication skills, both verbal and written.

• Must possess basic computational ability.

• Must possess basic computer skills.

• Extensive knowledge of the hotel, its services and facilities; General knowledge of the city where hotel is located and its attractions.

• Most work tasks are performed indoors. Temperature is moderate and controlled by hotel

environmental systems.

• Must be able to stand and exert well-paced mobility for up to 4 hours in length. Length of time of these tasks may vary from day to day and task to task.

• Must be able to exert well-paced ability to reach other departments of the hotel on a timely basis.

• Must be able to lift up to 15 lbs occasionally.

• Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing,

  listening and hearing ability and visual acuity.

• Talking and hearing occur continuously in the process of communicating with guests, supervisors and subordinates

• Vision occurs continuously with the most common visual functions being those of near vision and depth perception.

• Ability to spend extended lengths of time viewing a computer screen.

• Requires manual dexterity to use and operate all necessary equipment.

• Must have finger dexterity to be able to operate office equipment

Other:

• Being passionate about people and service.

• Strong communication skills are essential when interacting with guests and employees.

• Reading and writing abilities are used often when completing paperwork, logging issues/complaints/requests/ information updates, etc.

• Basic math skills are used frequently when handling cash or credit.

• Problem-solving, reasoning, motivating, and training abilities are often used.

• Have the ability to work a flexible schedule including nights, weekends and/or holidays

Amazing Benefits At A Glance:

• Salary Range: $23.69 - $25.32 per hour

• Team Driven and Values Based Culture

• Medical/Dental/Vision

• PTO & Holiday Pay

• Same-day pay available

• Employee Assistance Program

• Career Growth Opportunities/ Manager Training Program

• Reduced Room Rates throughout the portfolio

• Third Party Perks (Movie Tickets, Attractions, Other)

• 401(k)

• Employee discount

• Flexible spending account

• Life insurance

• Parental leave

• Referral program