Part-Time Guest Service Agent/Night Audit at Cortona Inn & Suites (35224)

At Cortona Inn & Suites, we believe our guests select Cortona Inn & Suites because of our caring and attentive associates who are focused on providing efficient service and meaningful experiences. This position reports to the General Manager. 

Please Note: This opportunity is for a part-time, on-call Guest Service Agent and Nighy Audit Agent. Please note that night audit shifts offer higher compensation. The role demands flexibility, as shifts will be allocated when regular staff members are unavailable.
  
Position Summary:   
 
The Guest Service Agent at Cortona Inn & Suites plays a crucial role in delivering exceptional guest experiences and ensuring the smooth operation of the front desk. This position involves managing check-ins and check-outs, while maintaining the highest standards of customer service. Success in this role requires strong attention to detail, excellent organizational skills, and effective communication abilities. The Guest Service Agent collaborates with various departments to promptly address guest needs, ensuring their satisfaction. A successful Guest Service Agent not only excels in front desk procedures but also exhibits a positive attitude, strong interpersonal skills, and a commitment to fostering a cooperative team environment, ultimately enhancing the overall guest experience.
 
Essential Job Duties and Responsibilities (Other duties may be assigned): 
 
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.   

•    Greet and assist guests during check-in and check-out, ensuring a smooth and pleasant experience.
•    Address guest inquiries and resolve complaints promptly and courteously.
•    Keep guest billing and reservation information accurate and current.
•    Collaborate with housekeeping and maintenance to ensure rooms are ready and issues are addressed.
•    Handle daily front desk operations, including cash transactions and shift reports.
•    Be knowledgeable about hotel services, amenities, and local attractions to provide helpful information to guests.
•    Uphold and follow hotel policies and procedures to ensure compliance.
•    Create a welcoming and friendly environment for guests and team members.

Night Audit Duties:

• Verify and balance daily financial transactions.
• Generate and distribute daily financial reports.
• Process guest check-ins and check-outs during overnight hours.
• Address and resolve guest inquiries and complaints promptly.
• Ensure security protocols are followed for guest safety.
• Perform routine front desk duties like answering phones and making reservations.
• Prepare and set up breakfast area for the morning shift.
• Coordinate with housekeeping and maintenance for any overnight requests or issues.
• Review and reconcile discrepancies in daily revenue.

Other Essential Duties: (Continued)
•    Attends hotel and department meetings and other functions required by management
•    Communicates all pertinent information to all department heads
•    Must be available to work weekends and holidays
•    Arrives to work on time, ready to clock in, in a clean/pressed uniform and non-slip shoes. 
•    Must maintain high standards of personal appearance and grooming. 
•    Wears name tag at all times when at work
•    Must be attentive, courteous and efficient at all times when dealing with the guests and co-workers
•    Comply at all times with compliance standards and regulations to encourage safe and efficient hotel operations
•    Establish and maintain good communications and teamwork with all employees and other departments within the hotel in such a manner that promotes harmony throughout the workplace
•    Be familiar with all policies and hotel rules, and hotel terminology
•    Must be capable of self-supervision and have the ability to manage time accordingly in order to complete the required work
 

Qualifications Requirements:  
•    A minimum of 1 year of progressive experience in hotel front desk
•    Minimum age requirement of 18 years

Knowledge and Skills: 
•    Ability to manage multiple tasks simultaneously while maintaining high levels of customer service and efficiency
•    Ability to meet the needs of others in a dynamic and fast-paced setting
•    Strong verbal and written communication abilities to effectively interact with guests, team members, and management
•    Capable of quickly identifying issues and implementing effective solutions to maintain smooth front desk operations
•    Efficiently prioritize tasks and manage time to meet deadlines and handle high volumes of guest check-ins and check-outs
•    Meticulous in handling guest requests, processing transactions, and maintaining accurate records
•    Prepared to handle emergencies and unexpected situations calmly and effectively, ensuring the safety and satisfaction of guests

Reasoning Ability:   

Guest Service Agents must possess strong reasoning skills to effectively handle their responsibilities. They are required to exercise sound judgment in resolving guest inquiries and addressing issues promptly. Attentive listening is essential to ensure guests feel heard and their concerns are efficiently resolved.

In a dynamic, fast-paced environment, Guest Service Agents should proactively anticipate guest needs and operational challenges. Their reasoning skills enable them to make informed decisions, maintaining the hotel's high service standards and ensuring a seamless guest experience. This capability is crucial for managing guest interactions, ensuring satisfaction, and supporting the overall front desk operations.

Physical Demands: 
 
As a Guest Service Agent, you will engage in various physical activities requiring endurance and attention to detail. The job involves standing for long periods as you greet guests, check them in and out. You will need the physical capability to handle guest luggage and occasionally lift items weighing up to 50 lbs. Strong visual skills, including close and distance vision, are essential for managing front desk operations and ensuring guest satisfaction. Reasonable accommodation may be arranged to assist individuals with disabilities in performing these essential functions. 
  
Physical Demands Continued: 
•    Continuous standing
•    Frequent walking
•    Limited sitting
•    Normal neck motion
•    Maximum carrying weight up to 10–50 pounds (e.g., guest luggage)
•    Carrying distance up to 20 feet
•    Moderate reaching
•    Intermittent overhead lifting
•    Frequent waist to chest level lifting
•    Intermittent floor level lifting
•    Occasional climbing on stool
•    No crawling
•    Seldom balancing
•    Seldom crouching
•    Intermittent kneeling
•    Intermittent pushing and pulling maximum weight up to 150 pounds (e.g., luggage cart)
•    Frequent bending
•    Frequent twisting
•    Continuous and repetitive use of hands (e.g., typing, handling documents)
•    Continuous use of feet
•    Must be capable of climbing and descending stairs during the shift

Work Environment:   
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

The setting in the work environment is indoors and the noise level is usually moderate. 

Hotel Standards must be demonstrated at all times while on duty.

This job description is not an exhaustive list of all job functions that are required of an employee in this position. Therefore, other duties may be asked of an employee in this position from time to time. 

Salary : $18 - $19