Guest Service Agent/Night Auditor

Courtyard New York Manhattan/Central Park

What you will be doing

• Check-in and check-out guests and respond to inquires and problems in an efficient, courteous and professional manner to achieve maximum customer satisfaction while complying with all SOPs and LSOPs.  
• Handle guest registration and room assignments, accommodating special requests whenever possible.
• Pre-register, block reservations and take same day reservations and when necessary future reservations following hotel rate structures, upsell, discounts, and sell strategies.
• Handle guest check-ins/check-outs in accordance with hotel credit/cash handling policies in an efficient and friendly manner.
• Resolve customer complaints; assist customers in all inquires in connection with hotel services, in-house events, directions, local attractions, check cashing, safety boxes, etc.
• Cancel room reservations according to procedure.
• Treat customers in a professional and courteous manner according to procedures. Make the guest experience a positive and happy one, one they will always remember.
• Inventory guest room keys according to policy and request re-keying as necessary.
• Assist with responsibilities and duties in the absence or heavy volume in the areas of Bell Person- able to lift 40 pounds.
• Verify registration cards against computer to ensure accuracy of name, type of payment, rate, and market segment.

Requirements

• High School education or equivalent experience.
• Experience required by position is from three months to one full year of employment in a related position or heavy volume customer service roll.
• A working knowledge of the Front Desk aspect of CROSSROAD’S services, policies or operations and a general knowledge of the hotel. Working knowledge is generally learned on-the-job a plus.
• All applicants must have a flexible schedule without restrictions, able to work weekends, holiday and am/pm shifts, including overnight shift for Night Auditor function.
• 8 hour shift; Scheduled days and times may vary based on need.

This position requires a Pre-Hire Assessment as part of the application process. For best results we recommend you complete the assessment in one seating without any interruptions or distractions and therefore advise that you begin the application process when you can dedicate 20-30 minutes of uninterrupted time to apply for this opening.

Interstate Hotels & Resorts is an EEO/AA/Minorities/Female/Disabled/Veterans Employer. and to navigate to the “EEO is the Law” poster and supplement.