Guest Service Representative - Night Auditor

LBA Hospitality; Houston (TX); On-site; USD 28,000 - 35,000; Full time

Job summary

A leading company in the hospitality sector is seeking a Guest Service Representative in Houston, Texas. The role involves managing front office operations, providing excellent customer service, and promoting hotel services. Ideal candidates will possess strong communication skills, a high school diploma, and a commitment to guest satisfaction. Opportunities for advancement into leadership roles are available.

Qualifications

• Experience in guest relations or service is helpful.
• Ability to communicate effectively in English; additional languages are a plus.
• Knowledge of hotel operations and safety protocols.

Responsibilities

• Greet and register guests, manage room assignments, and handle special requests.
• Promote hotel services and ensure guest satisfaction.
• Balance cash and transactions at shift end.

Skills

Customer Service

Multitasking

Communication

Professionalism

Education

High school diploma or equivalent

Tools

Property Management Systems

Job description

Provide excellent guest service in an efficient, courteous, and professional manner, following LBA standards of friendly hospitality while adhering to guidelines and procedures. Execute selling strategies to enhance hotel revenue. Responsible for total front office operations: act as Manager on Duty, respond promptly to guest requests, represent the hotel during late evening and early morning hours, and maintain communication with management staff.

Pre-requisites:

Guest Service Representatives must have access to guestrooms and property. Honesty and trustworthiness are essential traits; associates must pass security clearance per company policy.

• Experience in accounting, sales, telesales, service, or guest relations is helpful but not mandatory.
• High school diploma or equivalent; a degree is helpful but not required.

Summary of Essential Job Functions:

Must perform major life activities such as standing, lifting, bending, learning, reading, concentrating, thinking, and communicating.

Specific requirements include:

• Push or pull 60 pounds; lift or carry 30 pounds.
• Stand for up to eight hours; bend, stretch, reach.
• Visual and auditory acuity.
• Speak and read English; additional languages are a plus.
• Display professionalism, honesty, and trustworthiness at all times.

Required Knowledge, Skills, and Abilities:

Knowledge in:

• Manager on Duty functions.
• Cash and credit card handling and balancing charges.
• Safety and security protocols.
• Hotel operations, including property details, services, rates, discounts, and programs like Frequent Stay.
• Reservations procedures, including cancellations and guest walkings.
• Phone etiquette and inquiry handling for shopping, dining, entertainment, and directions.
• Daily hotel event updates and procedural changes.

Skills:

• Proficiency with property management systems to post charges, compute bills, and process payments.

Abilities:

• Multitask efficiently while maintaining guest service focus.
• Communicate effectively with guests and co-workers via various messages and logs.
• Handle guest issues professionally and hospitably.
• Work independently and productively, including overnight shifts.

Specific Responsibilities:

• Greet and register guests, assign rooms, maintain privacy, and accommodate special requests.
• Promote and sell hotel services and amenities.
• Encourage repeat business through reservations and recommendations.
• Identify sales leads during guest interactions and report accordingly.
• Inform relevant departments of special requests and needs.
• Verify credit card validity at shift end.
• Utilize PMS effectively.
• Balance cash, checks, and other transactions at shift end.
• Assist in F&B, housekeeping, and other areas to ensure guest satisfaction.
• Maintain cleanliness and professionalism in lobby and dining areas.
• Know emergency procedures thoroughly.
• Follow safety standards and report hazards immediately.
• Report unusual occurrences to management.
• Maintain stock and cleanliness of the Market area if applicable.
• Obtain and maintain vendor certifications if serving alcohol.
• Be flexible with work schedules.
• Perform other duties as assigned, including assisting other departments.

Working Conditions/Special Requirements:

Stand and walk for extended periods while maintaining a professional appearance. Follow laundry procedures, operate washers and dryers, and assist with linen folding as needed.

Positions for Possible Advancement:

Progression involves training and leadership skill development, potentially leading to roles such as AGM or GSM.

Disclaimer:

The above description outlines general responsibilities and is not exhaustive. Personnel may perform additional duties as required.