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Position Title: Guest Service Agent – Night Audit
Reports To: Front Desk Supervisor
Department: Front Office - 010010
Shift: Varies
Role: The Night Audit Guest Service Agent ensures that guests are checked in and out efficiently, and that guests are satisfied/followed-up with. Audits hotel accounting records for accuracy, and organizes hotel’s financial records. Perform job responsibilities satisfactorily and according to department standards. Adheres to all Company, Safety and Department policies and procedures. Fosters teamwork and provides excellent guest service, anticipates guest needs to exceed guest expectations. Builds brand loyalty by living the JW Marriott Core Values.
Qualifications:
- Education: High School diploma or GED
- Experience:
- 1–2 years in a Night Audit role (preferably in a luxury or upscale hotel environment).
- Familiarity with Property Management Systems (PMS) like Opera, Amadeus, or similar.
- Skills:
- Strong verbal and written communication skills; multilingual ability is a plus.
- Ability to interact professionally with guests and team members.
- Skilled in handling calls courteously, professionally, and efficiently.
- Knowledge of accurate cash handling, credit card processing, and reconciliation.
- Ensuring accuracy in reservations, billing, and guest requests.
- Resolving guest concerns promptly and effectively.
- Adherence to luxury service standards.
- Basic computer proficiency and knowledge of booking platforms.
- Ability to work varied graveyard shifts, weekends, and holidays.
- Required:
- Must be able to read, write, and communicate effectively in English to perform essential job functions.
- Must be at least 21 years of age.
Required Work Cards needed:
- Valid Clark County Health Card
- Valid Las Vegas Alcohol Awareness Card (TAM Card)
- Valid Nevada Gaming License
Key Responsibilities: Responsibilities include, but are not limited, to the following:
- Audit guest accounts to ensure room rates and market codes are correct and congruent.
- Audit group accounts to ensure all postings to the master/guest accounts are in accordance with the sales contract.
- Post room and tax and other charges to guest accounts.
- Run any computer reports necessary to complete accounting documents.
- Input report figures and complete reports according to standards.
- Track room revenues, occupancy percentages, and other Front Office statistics.
- Prepare a summary of cash, checks, and credit card activities.
- Summarize results of operation for management.
- Check guests in and out as necessary.
- Carry out any reasonable requests by management
- Ability to operate switchboard console
- Ability to effectively use L.E.A.R.N. technique for dealing with the guest complaints
- Ability to communicate well on the phone
The above statements represent a general outline of principal job functions and should not be construed as a complete description of all aspects and requirements required for this job.
Essential Job Functions:
The physical demands described here reflect the essential functions of this position. In compliance with the Americans with Disabilities Act (ADA) and Nevada Revised Statutes (NRS) 613.330, reasonable accommodations will be provided to qualified individuals with disabilities.
Work is performed in a (type of location, i.e., office, kitchen, restaurant, casino, etc.) environment and in other locations throughout the property. Must be tolerant to varying conditions of noise level, temperature, illumination and air quality. The noise level in the work environment is usually moderate. When on the casino floor, the noise level increases too loud. Additionally, smoking is permitted in casino areas consistent with Nevada state regulations, which are followed by the employer.
- Interacts with management, applicants, fellow Associates and/or guests.
- Ability to verbally communicate effectively with guests and coworkers
- Requires prolonged sitting or standing and mobility.
- Requires bending and reaching.
- Requires transporting, pushing, pulling, and maneuvering items weighing up to 15 lbs.
- Requires lifting items weighing up to 50 lbs.
- Prolonged periods of standing and/or walking
- Requires eye/hand coordination.
- Requires use of standard office equipment.
- Requires basic math, with the ability to distinguish letters, numbers and symbols.
- Ability to and comply with Policies and Procedures, Job Description, daily memorandums, chemical labels (MSDS) and other instructions and possible exposure to cleaning chemicals
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