Guest Service Agent/night Auditor

Position **Purpose**

To welcome guests to the hotel, answer guest questions and resolve guest problems. To perform acheck-in, andcheck-out duties for guests in a professional environment at all times. Always GSA displays a professional, positive and friendly image of the hotel as he/she plays a crucial role in Guest Satisfaction.

**ESSENTIAL FUNCTIONS**
- Ensure prompt, efficient and courteous reception of guests
- Ensure Standards are followed at all times related to check-in & check out.
- Record and administer arrivals and departures.
- Full awareness of current daily status of hotel.
- Thoroughly conversant with all room types, decor and outlook.
- Communication and recording of complaints.
- Be aware of daily functions, events, VIP and group arrivals.
- Ensure guest’s immediate requirements are catered for awareness of regular guest names & requirements.
- Issue safe deposit boxes and allow guest access in accordance with procedures to carry out any other duties as required.
- Assist in training new staff members, coach them and monitor their per formance.
- Ensure the desk is covered at all times, allocating meal breaks sensibly.
- Be aware of daily VIP, BW Guest and group arrivals, facilitate pre check in.
- To carry out any other duties as required and assinged by Front Office Supervisor or by the Night Manager
- Actively participate in Front Office Up selling and increase Hotel Revenue.
- Run High Balance report daily, act on it and report any challenges to FOS or FOM.
- Ensure that guest’s passport are not held at the reception as guarantee for payment.
- Maintains the cleanliness and nearness of the front desk area & lobby.
- Ensure all city ledger bills are attached with complete back for payment and forward to accounts.
- Ensure smooth hand over to the next shift.

**SUPPORTIVE FUNCTIONS**
- Ensure full liaison with other members of the team.
- Strong communication with other departments, especially Housekeeping, Reservations and Accounts.
- Strong relationship with guests and internal customers.
- Key relationship with Front Offcice team.
- To ensure that no information regarding guest names, details or room numbers is given to unauthorized persons.
- Ensure unidentified persons are not allowed access to guest rooms. Report any accidents. (guest or staff)
- To be fully aware of the Health & Safety Policy.
- To be aware of fire and bomb procedures.
- Take care in work to avoid accidents.
- To wear correct uniform at all times and maintain standards of appearance, personal hygiene. behavior and discipline.
- Report suspicious characters or suspicious packages.
- Ensure all guest in house and new check ins are adequate security of payments.
- Alert to fraud.

**Night Auditor Functions**
- Responsible for the accurate and timely preparation of the daily recapitulation of all revenue.
- To check the completeness of all daily revenue by matching the document against the system.
- To make a comparisson between POS and Wishnet together with the cashiers summary report for revenue and payment.
- Responsible for making sure that Guest Ledger is always in balance.
- To investigate and adept any accounting and processing error made by FO or FB cashier.
- To prepare daily revenue report and cashier summary.
- To prepare other reports generated by hotel system for hotel management morning briefing.
- To monitor guest floor limit and report and any access to Financial Controller.
- Report any discrepancies found as result of the audit to Income Auditor.
- To assist other staff who is in need of aasistance.
- To assist his / her Supervisor when the need arises.
- To check all invoices and folios for relevant support documents such as LPO, outlet vouchers, etc and guest signatories.
- To reconcile all credit card transactions and updates credit card machines.
- Check all paid out rebates for approved signatures, support and remarks.
- To undertake & complete any additional assigned jobs in any area of accounting department.

Application Question(s):

- Do you have a Valid QID?
- Can you provide NOC for Sponsorship Transfer?