Arizona Grand Resort
Summary of Position:
The Guest Service Agent/Night Audit is responsible for providing friendly, efficient and hospitable service at the front desk including check-in and check-out service as well as run the night audit process through the PMS system of the resort.
Essential Functions
:
Complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information to a guest's reservation and making changes as necessary. Complete the nightly audit of the resort through the SMS system Verify and swipe credit cards for authorization using electronic acceptance methods and verifying a photo ID at check-in. Handle cash, make change and balance an assigned house bank. Accept and record vouchers, traveler checks, and other forms of payment. Post charges to guest suites and house accounts using the computer. Greet guests immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listening attentively to understand requests Promptly answer the telephone using positive and clear English communication. Input messages into the computer. Retrieve messages, mail and facsimiles for guests as requested. Close guest accounts at the time of check out ensuring the guest's stay was enjoyable, resolving issues as necessary Providing safety deposit boxes, upon request File registration cards Incorporate the Mystery Shopper Standards into every interaction Other tasks as assigned by Front Desk management and/or the General Manager Qualifications:
Education:
High School diploma or equivalent preferred Experience:
Minimum one year of hotel experience required Certificates or Licenses:
N/A Knowledge, Skills, and Abilities:
Able to effectively deal with challenging guests, some of whom may require considerable levels of tact and diplomacy to diffuse anger and resolve issues Considerable knowledge of the city and surrounding areas, including ability to provide clear, accurate directions Basic mathematical skills, ability to use a computer and calculator. Able to memorize and perform AAA four diamond standards Personal Characteristics:
Behaves ethically, Communicates effectively: Speaks and listens in a clear, thorough, and timely manner, effectively reading and writing, using the English language, Professional Appearance: Exhibits an appearance appropriate for a four diamond resort. Specific grooming standards are available for review in Human Resources.
The Arizona Grand Resort & Spa's leaders and team members believe each guest should be treated with respect and professionalism. We create a genuine experience, enticing our guests to return again and again. In order to be successful at The Arizona Grand Resort & Spa, team members must share both our Purpose (Making Space for Genuine Hospitality) and Pillars (Hands On & Heartfelt, Sincere & Focused, Collaborative & Curious, and Conscientious). This includes possessing and demonstrating a high level of courtesy and respect for both internal and external guests. Our fun, friendly and enthusiastic team members treat every guest as if they were our only guest. A true customer focus is essential to success with our property.
The Guest Service Agent/Night Audit is responsible for providing friendly, efficient and hospitable service at the front desk including check-in and check-out service as well as run the night audit process through the PMS system of the resort.
Essential Functions
:
Complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information to a guest's reservation and making changes as necessary. Complete the nightly audit of the resort through the SMS system Verify and swipe credit cards for authorization using electronic acceptance methods and verifying a photo ID at check-in. Handle cash, make change and balance an assigned house bank. Accept and record vouchers, traveler checks, and other forms of payment. Post charges to guest suites and house accounts using the computer. Greet guests immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listening attentively to understand requests Promptly answer the telephone using positive and clear English communication. Input messages into the computer. Retrieve messages, mail and facsimiles for guests as requested. Close guest accounts at the time of check out ensuring the guest's stay was enjoyable, resolving issues as necessary Providing safety deposit boxes, upon request File registration cards Incorporate the Mystery Shopper Standards into every interaction Other tasks as assigned by Front Desk management and/or the General Manager Qualifications:
Education:
High School diploma or equivalent preferred Experience:
Minimum one year of hotel experience required Certificates or Licenses:
N/A Knowledge, Skills, and Abilities:
Able to effectively deal with challenging guests, some of whom may require considerable levels of tact and diplomacy to diffuse anger and resolve issues Considerable knowledge of the city and surrounding areas, including ability to provide clear, accurate directions Basic mathematical skills, ability to use a computer and calculator. Able to memorize and perform AAA four diamond standards Personal Characteristics:
Behaves ethically, Communicates effectively: Speaks and listens in a clear, thorough, and timely manner, effectively reading and writing, using the English language, Professional Appearance: Exhibits an appearance appropriate for a four diamond resort. Specific grooming standards are available for review in Human Resources.
The Arizona Grand Resort & Spa's leaders and team members believe each guest should be treated with respect and professionalism. We create a genuine experience, enticing our guests to return again and again. In order to be successful at The Arizona Grand Resort & Spa, team members must share both our Purpose (Making Space for Genuine Hospitality) and Pillars (Hands On & Heartfelt, Sincere & Focused, Collaborative & Curious, and Conscientious). This includes possessing and demonstrating a high level of courtesy and respect for both internal and external guests. Our fun, friendly and enthusiastic team members treat every guest as if they were our only guest. A true customer focus is essential to success with our property.