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The Guest Service Ambassador/ Night Auditor is responsible for the preparation and disposition of all Night Audit work. The Night Auditor may be responsible for all Front Office functions on the third shift.
The Night Auditor is responsible for greeting all guests in lobby, maintaining the flow of lobby traffic, offering general concierge services for guests; providing backup to Universal Agents/Inhouse Marketing Agents to register guests in and out of the resort and to PBX as needed; while enhancing the overall guest experience with exceptional service.
This position will be working evening and overnight shifts.
Greet guests, be a first point of contact for all lobby traffic and maintain lobby flow to reduce wait times.
Completing check-out procedures, computes bills, collecting payment and making changes for guests as required during their stay, following the standard operating procedures.
Answer telephones/PBX and direct calls utilizing proper etiquette.
Receive guest requests and/or complaints and ensure that appropriate actions have been taken.
Communicate with other departments as needed, via telephone and two-way radio in order to resolve guest request and/or complaints.
Delivering general concierge services for all onsite guests by providing several ways of contact in order to address questions, concerns, and request in a promptly and satisfactory manner.
Provide guest with information on local hot spots and activities.
Register guests and issue rooms keys in accordance with SOP.
Preparing paperwork and arrival information on a daily basis to note guest scheduled to arrive to the location, along with preparing welcome gifts to be distributed to each family upon check-in.
Minimum Requirements and Qualifications:
High School diploma or equivalent
Knowledge of front desk operations a plus
Reservation software training
Demonstrate ability to work under pressure, good interpersonal skills, and good written and oral communication skills
Minimum of one year of successful customer service experience in a hospitality/hotel environment.
Vacation ownership experience preferred.
-Must be able to work a flexible schedule; nights , weekends, holidays; as needed.
We are an equal opportunity employer, and all applicants will be considered for employment without attention to their membership in any protected class.
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