Guest Service Representative / Night Audit

Principle duties and responsibilities (Essential Functions) include:  

• Greet guests warmly and professionally to ensure overall guest satisfaction. 

• Ability to deliver quality customer service, respond, and anticipate customer needs.   

• Register guests, verify registration, issue room keys, and provide information on hotel services and room location.   

• Manage the operations of the front desk, ensuring minimal time is for check in and checkout. 

• Accept payments, post miscellaneous charges, and ensure prompt delivery of final bills to guests. 

• Issue, control, and release guest safe-deposit boxes. 

• Maintain the security of cash, credit card transactions, and guest information.                                 

• Maintain knowledge of hotel policies including room rates, discounts, special offerings, and community events. 

• Assist occasionally with Night Audit, PBX and Concierge duties as needed.

• Maintain knowledge of upcoming events, local area, and hotel offerings. 

• May routinely book guest reservations for individuals and/or groups that are requested either by phone or from within the hotel, process cancellations, revisions, and information updates on changes.   

• Up-sell rooms where possible to maximize revenue.  

• Direct guests to appropriate hotel staff for assistance with questions and special requests regarding food, laundry, concierge services, or housekeeping.   

• Treat requests with professionalism, tact, and a courteous and professional manner. 

• Display a daily professional, courteous and positive attitude towards guests and fellow employees. 

• Ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets.  

• Support team to reach common goals.   

• Perform other job duties as requested by supervisors as other job duties maybe assigned as needed. 

• Understanding of Sonesta’s company and safety policies and maintain compliance with OSHA and the health department requirements.  

• Ability to perform work without direct supervision and handle multiple projects simultaneously.  Ability to deliver high quality customer service and responds to customer needs.   

• Valid Driver’s License preferred. 

• Professional verbal communication skills. 

• Reading and writing abilities to understand departmental correspondences and complete all required departmental documents. 

• Excellent interpersonal and customer service skills, including dealing with difficult guests. 

• Excellent organizational skills and attention to detail. 

• Previous front facing guest service experience preferred. 

• Experience with Microsoft Office, related computer software programs, and Opera systems preferred. 

• Ensure overall guest satisfaction.