Guest Service Agent/Night Audit

InnVest Hotels; Cobourg; Hybrid; CAD 25,000 - 27,000; Full time

Job summary

InnVest Hotels in Cobourg, Ontario is seeking a Guest Service Representative/Night Auditor to create a welcoming environment, register guests, assign rooms, and manage pre-registration and check-ins.

You will balance charges, post payments, coordinate with housekeeping and other departments, and ensure accuracy of daily transactions while maintaining high service standards throughout shifts including weekends.

Qualifications

• Excellent communication skills in English.
• Must be able to speak, read, write, and understand the primary language used in the workplace.
• Excellent organizational, interpersonal, and administrative skills.
• Availability to work day, evening, and night shifts any day of the week including weekends and holidays.

Responsibilities

• Register guests and assign rooms, accommodating special requests whenever possible.
• Complete pre-registration and blocking of rooms for reservations/guest arrival.
• Post and file all charges to guest, master, and city ledger accounts.
• Work closely with all hotel departments to improve service delivery and efficiency.
• Coordinate guestroom maintenance work with the engineering and maintenance division.
• Process guest check-outs and collect payments.

Skills

Excellent communication

Organizational skills

Interpersonal skills

Computerized systems

Guest service

Professional work ethic

Education

High school graduate or equivalent

Job description

• Pay or shift range: $18.34 CAD to $19.34 CAD
  The estimated range is the budgeted amount for this position. Final offers are based on various factors, including skill set, experience, location, qualifications and other job-related reasons.

Description

ACTIVITIES:

The duties and responsibilities for the Guest Service Representative/Night Auditor include, but are not limited to the following:

• Create a welcoming environment for guests.
• Register guests and assign rooms, accommodating special requests whenever possible.
• Complete pre-registration and blocking of rooms for reservations/guest arrival.
• Thoroughly understand and adhere to proper credit, check-cashing, and cash-handling policies and procedures.
• Understand room status and room status tracking.
• Know room locations, types of rooms available, and room rates.
• Uses suggestive selling techniques to sell rooms and to promote other services of the hotel.
• Coordinate room status updates with the housekeeping department by notifying housekeeping of all check-outs, late check-outs, early check-ins, special requests, and part-day rooms.
• Possess a working knowledge of the reservations, takes reservations for guests both in house and call in, understanding of the cancellation procedures.
• Process guest check-outs.
• Post and file all charges to guest, master, and city ledger accounts.
• Work closely with all hotel departments to improve service delivery and efficiency.
• Coordinate guestroom maintenance work with the engineering and maintenance division.
• Report any unusual occurrences or requests to the manager or supervisor.
• Register guests into their guest rooms as per reservations & check out guests and settles accounts; collect and verify payments - cash, debit, and credit and maintain a float.
• Post guest charges, compute guest bills, collect payments and make changes for hotel guests following all cash handling procedures as required by Hotel.
• posting balances to all guest rooms and closing out the day's transactions; running accounts receivable reports; providing next-day reports to the Front Office, Executive Office, and other departments as required.
• Verify and balance daily charges for all departments to customer folios, master accounts, and house accounts; make corrections as needed to ensure required documentation is obtained.
• Run computer through nightly processing sequence to reset for next day's use in balancing for applicable functions.
• Audit all income postings and charges.
• Record and balance staff and house charges.
• Prepare and transmit credit card deposits.
• Process city ledger work to accounting.
• Know all safety and emergency procedures, and is aware of accident prevention policies.
• Ensure the work environment is tidy and well organized at all times (lobby).
• Adhere to all health and safety guidelines and standards.

COMPETENCIES WE ARE SEEKING:

• Excellent communication skills in English
• Must be able to speak, read, write, and understand the primary language(s) used in the workplace
• Excellent organizational, interpersonal, and administrative skills
• Proficient or familiar with computerized systems
• Demonstrated knowledge of guest service and a genuine desire to exceed guest expectations
• Present a high degree of professional work ethic and image
• High school graduate or equivalent
• Availability to work day, evening, and night shifts any day of the week including weekends and holidays

Pay range for our various positions takes into account multiple factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; education and certifications, work location and other business and organizational needs.

THE COMPANY:

InnVest Hotels manages a portfolio of 100 hotels across 18 internationally recognized brands, making us Canada's largest independent hotel owner. Our management team also oversees day-to-day operations at nearly 90 additional hotels, making InnVest the largest independent operator in the country. Our properties span from Vancouver, BC to Corner Brook, NL, and range from roadside inns to luxury urban hotels, offering a diverse and dynamic hospitality experience.

At InnVest, our mission is simple: deliver outstanding guest experiences and strong returns on quality hospitality investments. A career with us provides unique growth opportunities and invaluable exposure to Canada's largest independently owned and operated hotel portfolio.