Guest Services Representative / Night Auditor

A role in Guest Services is a great way to get started with LHR. In this role you'll be working face to face with our guests to establish a positive rapport and provide excellent guest services from the first greeting through check-out. It is essential that we make guests feel welcome, that their needs are met and that any questions/problems are resolved efficiently and appropriately.

This position is vital to our operations and serves as the foundation for providing the best hospitality LHR can offer at each of its locations.

What's in it for you? Competitive pay based on experience!

We offer membership to our travel club as a benefit to every employee after their first few months. This includes:

• Access to deeply discounted stays at our resorts
• Access to discounted stays at partner resorts and hotels
• Discounts on other travel-related expenses like airfare, car rental and more.

Part-time employees can also look forward to a benefits package that includes access to Teledoc, Employee Assistance Program, and potential eligibility to enter into our 401(k) plan!  LHR is an EOE.

POSITION SUMMARIES

1. As a Guest Services Representative (GSR), you will establish a positive rapport with guests and provide excellent guest services from the first greeting through check-out. This position helps to ensure that guests feel welcome, that their needs are met, and that their questions/problems are resolved quickly and appropriately.
2. As a Night Auditor (NA), you will serve as the front desk agent on the night shift and reconcile all daily transactions in order to prepare daily financial reports. This dual role of providing accurate account reconciliations and excellent guest services helps support resort operations.

GSR ESSENTIAL FUNCTIONS

• Greets guests warmly and efficiently facilitates their check-in and check-out process.
• Ensures that welcome and departure calls are being placed in accordance with company standards.
• Anticipates guests’ needs and resolves their questions/problems or refers them to the appropriate person for resolution.
• Consistently answers all phone calls, voicemails, and emails in a positive and efficient manner.
• Completes the shift checklists accurately and submits them to the General Manager (GM) or places them in the GM mailbox by the end of their shift.
• Communicates often with housekeeping, kitchen, and maintenance staff on the status of all rooms and guests needs.
• Reviews the communication log daily for pass-along information from previous shifts to ensure seamless service for maximum guest satisfaction.
• Counts and verifies that the cash drawer is at the correct denomination and immediately reports any discrepancies to the GM.
• Maintains a neat, clean, and organized environment.
• Prepare specialty coffee’s following specified recipes.

The GSR may also:

• Perform concierge duties.
• Assist with bellman duties as needed.

NA ESSENTIAL FUNCTIONS

• Welcomes & registers guests in an friendly, professional, and efficient manner
• Provides detailed information about resort facilities & operating hours.
• Answers telephone calls and resolves guest inquiries in a friendly and professional manner.
• Rents rooms in accordance with Front Desk sales strategies.
• Performs check in/out and cash handling activities in accordance with standard operating procedures.
• Enters detailed information regarding resort transactions for accounting purposes
• Performs accuracy verification of daily revenue activities and occupancy status
• Completes all audit functions accurately and in a timely manner
• Attends all required resort and department meetings and trainings.
• Perform other guest services duties as needed to provide excellent service
• Prepare specialty coffee’s following specified recipes.

POSITION QUALIFICATIONS/REQUIREMENTS
Education/Credentials

• This position requires a high school diploma or GED.

Experience

• This position requires at least one year of front desk experience in a hospitality organization.
• Customer Service experience is preferred, but not required.
• Previous night audit experience is preferred.

Latour’s Core Competencies
Accountability: Ability to accept responsibility and account for his/her actions.
Adaptability: Ability to adapt to change in the workplace.
Customer-Oriented: Ability to take care of the customers’ needs while following company procedures.
Enthusiastic: Ability to bring energy to the performance of a task.
Ethical: Ability to demonstrate conduct conforming to a set of values and accepted standards.
Honesty/Integrity: Ability to be truthful and be seen as credible in the workplace.
Interpersonal: Ability to get along well with a variety of personalities and individuals.
Responsible: Ability to be held accountable or answerable for one’s conduct.
Safety Awareness: Ability to identify and correct conditions that affect employee safety.
Tolerance: Ability to work successfully with a variety of people without making judgments.            

Knowledge & Skills
Accuracy:  Ability to perform work accurately and thoroughly.
Autonomy:  Ability to work independently with minimal supervision.
Detail-Oriented:  Ability to pay attention to the minute details of a project or task.
Friendliness: Ability to exhibit an enthusiastic demeanor towards all guests.
Initiative:  Ability to make decisions or take actions to solve a problem or reach a goal.
Oral Communication: Ability to communicate effectively in a positive manner with others using the spoken English word to both internal and external guests.
Organization: Posses the trait of being organized and methodically performs each task.
Self-Motivation:  Ability to be internally inspired to perform a task to the best of one’s ability using his or her own drive or initiative.
Technical Aptitude: Basic mathematical skills and ability to make accurate mathematical calculations using a 10-key. Basic technology skills with working knowledge of Microsoft Office Suite software.


Other Requirements

• Must have the ability to communicate effectively in English both orally and in writing.
• Must be able to multi-task while answering phone calls and completing work on a computer.
• Other duties as assigned.
• Ideal candidates will be available for all shifts.

PHYSICAL REQUIREMENTS

WORK ENVIRONMENT

1. The Guest Services Representative works in a typical front office setting, with many distractions. This position may be scheduled for any shift, including weekends and holidays.
2. The Night Auditor works in an office environment, with many distractions and frequent interruptions and is often the only employee on duty. This position works primarily evening and overnight hours and will require work on weekends and holidays.