Night Auditor/Guest Services Representative

Position Responsibilities: * Maintain strict guest relations standards and follow company policy on company standards and standards of appearance and dress.
Promote the following Wyndham Formulas for Success.
Each staff member will: Guests Approaching/Passing by * Stop what you are doing * Greet them with a smile first, before they greet you! Telephone Guidelines * Answer in less than 4 rings * Use the correct greeting, with a “smile” in your voice * Convey a willingness-to-serve attitude Anticipate Guests’ Needs * Look for guests needs * Offer assistance _before_ they ask Questions You Know * Give them more than they ask for Questions You don’t know * Never say “I don’t Know!” * Always say “I will find out!” * Then follow through Directions * Keep it simple * Use landmarks * Type up frequent requests Simple Requests * Yes! My pleasure! Certainly! Right away! * Then follow through Challenging Requests * Be creative—try to make it happen * If something isn’t possible---offer an alternative Mistakes, Problems, Complaints * Focus on solving problems * Listen carefully and completely * Apologize * Suggest a solution * Take action * Fill all reasonable guest requests.
Ensure front desk handles guests’ requests in a courteous, professional and efficient manner.
Expert handling of telephone calls is stressed in this position.
* Maintain proficiency and knowledge of related guest activities, operations, rates, policies and procedures.
* Work on special projects as assigned.
Attend all staff meetings.
* Maintain strict confidence regarding company related matters.
Follow company policies and procedures in the control and handling of hotel assets and monies under the control of the Front Office.
Report any discrepancies or control breakdowns to the Front Desk Manager immediately.
Comply with all company and departmental policies and procedures.
* Act, when assigned, as Manager on Duty.
Job Types: Full-time, Part-time Pay: From $11.
00 per hour Expected hours: No less than 24 per week Benefits: * Employee discount * Paid time off Schedule: * 8 hour shift * Holidays * Overnight shift * Weekends only Work setting: * In-person Experience: * Hotel experience: 1 year (Preferred) Work Location: In person