Hotel night auditor vs guest services agent

Differences between hotel night auditor and guest services agent duties and responsibilities

Hotel night auditor example responsibilities.

• Operate hotel switchboard, take calls and provide information and transfer calls and manage accurate accounting of all rooms.
• Process & reconcile wholesaler reservations.
• Check account information and charges with every reservations and finding solutions to any current reservations before night audit.
• Receive outstanding weekly performance evaluations in the areas of job knowledge, dependability, resourcefulness and overall professionalism.
• Operate PBX console and rout calls to appropriate personnel.
• Construct and efficiently maintain daily confidential business reports for Marriott.

Guest services agent example responsibilities.

• Train new associates to Hyatt standards and the most efficient way to accomplish the day's tasks.
• Assist customers with booking hotel rooms and handling on-site complaints about rooms, service or billing issues.
• Execute strong customer service by facilitating reservations, room amendments on an individual and corporate level, including agencies.
• Process special reservation requests in the LMS database.
• Maintain room booking lists and directly provide guests with the requested information concerning the facilities locations and surrounding area.
• Operate the PBX equipment by accepting incoming calls, assisting outgoing calls, scheduling wake-up calls and supporting room service departments.
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