Auditor - Overnights
Workstream
El Auditor Nocturno sirve como el enlace principal con los huéspedes durante el turno de noche y es responsable de realizar escenarios de cierre de día para el hotel, cumpliendo con los estándares de marca y políticas de la empresa. Debe poder trabajar de forma independiente y con poca supervisión. Lo siguiente refleja los deberes esenciales del trabajo, pero no limita funciones adicionales que puedan ser asignadas. Los deberes de este trabajo pueden ser modificados en discrecionalidad de la gerencia.
Los deberes esenciales incluyen:
Registrar a los huéspedes de manera eficiente y amigable. Asegura que al huésped se le asigne el tipo de habitación solicitada y que se cobre la tarifa correcta y emite las llaves del huésped
Retira a los huéspedes al final de la estancia. Determina la satisfacción de los huéspedes, recoge las llaves, registra los cargos por pago atrasado y presenta la factura a los huéspedes. Liquida la factura con precisión
Gestiona las reservas telefónicas de los huéspedes entrantes
Responde a las consultas relacionadas con los servicios del hotel; ofrece sugerencias de entretenimiento/restaurantes e indicaciones de viaje
Maneja todas las quejas o problemas de los huéspedes para superar las expectativas de los huéspedes
Maneja todas las solicitudes de servicio al huésped, realiza cambios
Sirve como operador telefónico del hotel y dirige todas las llamadas a las extensiones adecuadas y toma y entrega mensajes telefónicos
Realiza caminatas de seguridad
Mantiene registros de disponibilidad de habitaciones y cuentas de los huéspedes. Opera el software de recepción
Mantiene un cajón de efectivo/facturación equilibrado
Dar la bienvenida a los huéspedes y responder a las solicitudes de manera rápida y profesional
Verifique las condiciones de funcionamiento del equipo e informe al supervisor de todos los equipos inseguros o que funcionen mal
Sabe cómo usar el equipo de oficina
Conoce todos los procedimientos de seguridad y emergencia
Mantiene el conocimiento de todas las tarifas
Configuración de llamadas de despertador
Impresión y entrega de avisos a los huéspedes
Almacena ropa de cama y suministros en la recepción para el día siguiente
Genera informes de auditoría automatizados para su revisión por parte de la gerencia
Se comunica con los turnos anteriores y siguientes
Garantiza el cumplimiento de los requisitos de conservación de energía y seguridad en el trabajo
Mantener de forma proactiva las áreas y los equipos asignados
Garantizar la finalización eficiente de las tareas diarias de manera oportuna
Reportar todos los problemas de seguridad a la gerencia
Asistir y participar en todas las capacitaciones obligatorias
Flexibilidad con horarios y asignaciones
Mantener un rendimiento eficaz bajo presión
Puede realizar tareas similares a las solicitadas por el supervisor
Requisitos:
Buenas habilidades de servicio al cliente
Capacidad para trabajar de forma independiente y con otros
Buenas habilidades de comunicación
Atención al detalle
Capacidad para realizar múltiples tareas
Muestra buena iniciativa
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