Job Details
** Guest Service Agent/Night Auditor**
**Job Category****:** Front Office **Requisition Number****:** GUEST005617 Showing 1 location **Job Details**
**Description**
The Night Auditor is responsible for providing guests with excellent customer service from the reservation through their departure, balancing all department accounts and posting any remaining charges. In addition to reconciling room and tax audits and posting room and tax to all occupied rooms, and balancing POS and PMS systems and closing the day.
**Language Skills:**
* Excellent verbal and written communication skills, including ability to effectively communicate with internal and external customers
* Ability to effectively communicate and comprehend in English both verbally and in written formats, and including the ability to effectively communicate with internal and external customers
**Computer Skills/Experience:**
* Computer proficiency (MS Office Word, Excel, PowerPoint and Outlook)
* OnQ experience preferred
**Essential Skills:**
* Must be able to work under pressure and meet deadlines, while maintaining a positive attitude and providing exemplary customer service
* Ability to work independently and to carry out assignments to completion within parameters of instructions given, prescribed routines, and standard accepted practices
* Ability to attend, retain, and put to use, information provided in required hotel training, both in person and online
* Ability to use at a minimum the following equipment; computer (PMS System), 10-key, copy machine, multi-line telephone, fax machine, key encoder and fire panel
**Essential Duties and Responsibilities:**
* Creates guest satisfaction by exceeding guest expectations
* Owns the Welcome for all customer contact
* Gives personal attention, takes personal responsibility and uses teamwork when providing guest service
* Uses Active Listening Skills when resolving guest problems
* Recognizes when the guest is not satisfied, and takes ownership of the problem until it is resolved. Utilized resources such as noted in the Make It Right guidelines to aid in resolution
* Greets arriving guests and facilitates the hotel registration and check-in process in accordance with the established operating policies and procedures (100%)
* Greets departing guests and facilitates the hotel check-out process in accordance with the established operating policies and procedures (100%)
* Handles credit card, cash, foreign currency exchange, travelers check and guests on High Balance in accordance with established operating policies and procedures (100%)
* Upsells guest room accommodations and makes reservations (20%)
* Promotes Hilton Honors and enrolls new members (20%)
* Assists guests with USPS and other courier services (15%)
* Coordinates guest messages, mail and other deliveries (15%)
* Responds to customer inquiries in-person and via telephone, texting applications and email, and ensures that the guest needs are fulfilled (100%)
* Provides general and detailed information regarding hotel services, products and amenities to include guest safety and security (100%)
* Provides general and detailed information regarding surrounding area and destination services, products and amenities (100%)
* Able to anticipate and responds to guest concerns in accordance with the established operating policies and procedures and the service recovery guidelines (50%)
* Performs special duties and tasks assigned to assist other departments and/or assigned by Manager (25%)
* Maintains compliance with all company and brand policies and procedures (100%)
**Physical Job Requirements:**
* Ability to stand and walk for long periods of time while working in the Lobby (100%)
* Ability to bend (25%), reach (25%), twist (25%) and lift up to 30lbs (15%) various items while working in the office
* Push up to 30lbs (15%), Pull up to 30lbs (15%), Carrying up to 30lbs (15%), kneeling (15%)
* Ability to safely and successfully perform the essential job functions consistent with ADA, FMLA and other federal, state, and local standards, including meeting qualitative and/or quantitative productivity standards.
* Must be able to lift and carry up to 30lbs
* Finger dexterity to use computer keyboard to take online courses as needed and to look up information for customers (100%)
**Work Environment****:**
* Indoors-non air conditioned area (100%)
* Hearing: critical Need to hear guest, management and team members request and concerns
* Vision: critical Able to see the PMS, answer telephones and see guest approach registration desk
* Speech: Critical Need to communicate with guest, management and team members effectively in person and over the phone
* Literacy: Critical Need to take and confirm reservations, inquires and ensure all guest needs are met
**Equipment Operation:**
* PMS (Computer workstation) (100%)
* Key Encoder (100%)
**Minimum Requirements:**
* At least 1 year guest service agent experience, preferably with a branded hotel.
* Flexible scheduling availability, including weekends, holidays and overnight
* Associates Degree preferred.
* Customer Service experience required, preferably within hotel industry.
* Bilingual in Mandarin, Korean, Japanese or Spanish preferred.
* Relevant military experience in a comparable capacity.
*Hilton Waikiki Beach Hotel is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. If you need accommodation for any part of the application process because of a medical condition or disability, please call 808-###-#### or email Cindy Fujioka at ...@hiltonwaikikihotel.com to let us know the nature of your request.*
**Skills**
**Required**
**Time-Management** *Intermediate* **Customer Service** *Intermediate* **Preferred**
**Detail Oriented** *Intermediate* **Decision Making** *Intermediate* **Problem Solving** *Intermediate* **Spanish** *Intermediate* **Japanese** *Intermediate* **Mandarin** *Intermediate* **Korean** *Intermediate* **Education**
**Required**
High School or better.
**Preferred**
Associates or better.
**Experience**
**Required**
**1 year:** Hotel guest service agent
**Preferred**
**1 year:** Branded hotel
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractors legal duty to furnish information. 41 CFR 60-1.35(c)