Full Time Hotel Night Auditor / Guest Experience Agent

Historic Hotel Bethlehem; Bethlehem (Northampton County); On-site; USD 32,000 - 40,000; Full time

Benefits offered by this job

Medical, Dental & Vision Insurance

Generous paid time off

Bonus incentive programs

401k with matching funds

Hotel provided life insurance

Hotel discounts through HistoricHotels

Job summary

Historic Hotel Bethlehem is seeking dedicated hospitality professionals for front office duties, including night audit and guest service agent shifts. You will manage arrivals, departures and guest experiences with warmth, accuracy and efficiency.

The role emphasizes excellent guest service, communication and teamwork while supporting hotel policies and local information for guests. Weekend and holiday availability is expected.

Qualifications

• Must have strong customer service orientation.
• Good listening skills and patience.
• Ability to interact professionally and courteously with guests.
• Excellent phone skills.
• Experience with hotel software is preferred.

Responsibilities

• Provide first-rate guest experience at front desk.
• Manage arrivals, departures and guest satisfaction for the hotel.
• Handle reservations, balances and postings accurately.
• Answer guest questions and provide local information.
• Coordinate with Sales for key accounts and groups.
• Maintain daily logs and cash/credit balance accuracy.

Skills

Customer service

Listening skills

People skills

Phone skills

Hotel software

Education

High school diploma

Tools

Hotel software

Job description

Award Winning Hotel

• #1 Best Historic Hotel in America- USA Today 2021, 2022, & 2023
• #1 Best Historic Hotel- Historic Hotels of America
• Voted best hotel in the Lehigh Valley- Trip Advisor
• Awarded as Top Workplace- Morning Call

Why Work for Us

Historic Hotel Bethlehem offers their employees the opportunity to work alongside a team of dedicated individuals who are devoted to embracing the hotel’s culture and legacy. We strive to develop a team with pride and passion in each role to take care of guests and each other.

Competitive Benefits Including

• Medical, Dental and Vision Insurance with hotel paying a large portion
• Generous paid time off
• Bonus incentive programs
• 401k with matching funds
• Hotel provided life insurance
• Hotel discounts through Historic Hotels of America

POSITION SUMMARY:

Performs front office and night audit duties for the entire Hotel within the standards set forth by Historic Hotel Bethlehem. Two shifts as Night Auditor and three shifts as Guest Service Agent. Takes ownership of the guest experience by maintaining a positive and proactive rapport. Manages the arrival, departure and overall experience for hotel guests.

SKILLS REQUIRED TO PERFORM ESSENTIAL DUTIES:

• Strong customer service orientation
• Strong listening skills and patience
• Ability to deal well with people in a professional and courteous manner
• Excellent phone skills
• Experience with hotel software preferred

REQUIREMENTS

• Provide a first-rate guest experience
• Provide information to guests about hotel policies, services and amenities
• Respond to requests from guests for assistance and information about the local area
• Selling and up-selling rooms to “walk-in” customers
• Communicate with the sales department to ensure knowledge of key accounts and groups
• Entering/changing reservation information on the computer system
• Posting charges to guest accounts
• Processing payments from guestsClosing, balancing and making necessary corrections to guest accounts
• Counting and balancing cash, credit cards and direct bill accounts
• Investigation or analyzing out-of-balance situations and making adjustment or corrections as needed
• Completing various computer audit reports
• Performing all the duties as outlined in the training manual
• Listening for or anticipating and responding to guest complaints
• Operating hotel switchboard or PBX. Use established greeting when answering the phone or meeting guests in person. Speak with attitude of warmth and friendliness. Find a way to say “yes” to their needs if you are reasonably able to do so. Look for ways to be helpful and courteous.
• Maintaining daily logs
• Balancing shift work and cash drawers
• Complete duties assigned by supervisors
• You are part of the property’s security team and are responsible to report any potential safety or security hazards to management immediately. Know all emergency procedures to follow and how to respond in the event of different types of emergencies.
• Ability to work weekends and holidays a must

QUALIFICATIONS:

Must be 18 years of age or older. Must have a high school diploma or equivalent. Must be able to communicate effectively and verbally in English. Excellent hospitality skills. Self-motivated with excellent organizational skills and attention to detail. Ability to work a flexible schedule including extended hours, weekends and holidays.

PHYSICAL REQUIREMENTS:

Also, applicants must have the ability to use abdominal and back muscles and be able to stand for the duration of the shift. Must also have the ability to make fast, simple, repeated movements of the fingers, hands, and wrists, and to reach and stretch, bend, kneel and squat.

There will be a pre-employment drug screen and a nationwide criminal background check.

COVID-19 Safety Precautions

Historic Hotel Bethlehem has invested in the Reme Halo Air Purification System throughout the entire Hotel in order to add an extra layer of protection for associates and guests.

HOTEL ACCOLADES:

• #1 Best Historic Hotel in America- USA Today 2021, 2022 & 2023
• #1 Best Historic Hotel- Historic Hotels of America
• Voted best hotel in the Lehigh Valley- Trip Advisor
• Awarded as Top Workplace- Morning Call