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Front Desk/Night Audit Posted Mar 20
Pearl Hospitality/JW Marriott Houston Downtown , Houston, TX
 
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Guest Service Agent
Job Description
A Pearl Guest Service Agent reports directly to the Front Office Manager and is responsible for fostering the Pearl culture within the Front Office department for Pearl Hospitality. A Pearl Guest Service Agent must ignite the human spirit by creating unrivaled hospitality experiences fueled by fun, enthusiasm and compassion that challenge each person to unlock their own potential.
The Guest Service Agent is a key team member and essential for the successful operation and administration of the Front Office. The Guest Service Agent must focus on providing exceptional customer satisfaction by continually ensuring Pearl touch points of the hotel are properly executed at all times. All hotel operations must be executed at the highest level of professionalism and courtesy. The Guest Service Agent must drive results through effective completion of the shift checklist and following through on all requests. The Guest Service Agent must ensure that our associates and our customers are treated with the utmost respect at all times since they are the key to our success.
Responsibilities - (not limited to)
*Foster the Pearl culture
*Passion and commitment to the business at an ownership level
*Ensure compliance with brand standards as well as Pearl standards and procedures
*Maintain effective and open communication
*Foster teamwork
*Must possess high energy, professionalism and confidence every day and in every way
*Be a highly motivated and enthusiastic
*Participate in Pearl required daily and weekly meetings with enthusiasm and commitment to success
*Deliver the highest performance
*Ability to stand and move throughout front office and continuously perform job functions
*Ability to access and accurately input computer information
*Must be capable to successfully prioritize, delegate, organize and multi-task
*Must be compliant of brand standards and Pearl standards and procedures
*Ability to effectively deal with customers at times where it requires a high level of patience, empathy and compassion
*Utilize tact and diplomacy to defuse anger and collect accurate information to resolve conflicts
*Actively involved in Guest Services to inspire guest’s loyalty
*Ensure that the front desk and lobby area are clean and well maintained and back of house or back office
*Fully complete daily checklist
*Promptly answer phone and use a clear and concise voice when speaking
*Commitment to a positive guest experience
*Interact positively with customers and take action to resolve issues to maintain high guest satisfaction
*Greet customers immediately with a friendly and sincere welcome
*Respond with appropriate action to guest’s requests and provide accurate information
*Field guest complaints and fully research to find the most effective solutions and negotiate results
*Must be able to conduct daily business with integrity and be ethical at all times
*Must comply with security controls for cash and shift drops
*Review pass-on log and security log for issues which need action
*Must wear only approved uniforms including nametag at all times
*Must maintain a safe working environment through ongoing compliance of safety guidelines
*Treat guests, associates, vendors and co-workers with professionalism and respect at all times
*Ensure understanding and execution of emergency procedures
*Comply with attendance rules and be available to work on a regular basis
*Written and verbal communication skills
*Perform other tasks that are deemed necessary to the success of Pearl, the hotel and the associates
*Perform appropriate and thoughtful “Service WOWs” for our guest


Night Auditor
Job Description
A Pearl Night Auditor reports directly to the Front Office Manager and is responsible for fostering the Pearl culture within the Front Office department for Pearl Hospitality. A Pearl Night Auditor must ignite the human spirit by creating unrivaled hospitality experiences fueled by fun, enthusiasm and compassion that challenge each person to unlock their own potential.
The Night Auditor is a key team member and essential for the successful operation and administration of the Front Office. The Night Auditor must focus on providing exceptional customer satisfaction by continually ensuring Pearl touch points of the hotel are properly executed at all times. All hotel operations must be executed at the highest level of professionalism and courtesy. The Night Auditor must drive results through effective completion of the shift checklist and following through on all requests. The Night Auditor must ensure that our associates and our customers are treated with the utmost respect at all times since they are the key to our success.
Responsibilities - (not limited to)
*Foster the Pearl culture
*Passion and commitment to the business at an ownership level
*Ensure compliance with brand standards as well as Pearl standards and procedures
*Maintain effective and open communication
*Foster teamwork
*Must possess high energy, professionalism and confidence every day and in every way
*Be a highly motivated and enthusiastic
*Deliver the highest performance
*Ability to stand and move throughout front office and continuously perform job functions
*Ability to access and accurately input computer information
*Must be capable to successfully prioritize, delegate, organize and multi-task
*Must be compliant of brand standards and Pearl standards and procedures
*Ability to effectively deal with customers at times where it requires a high level of patience
*Utilize tact and diplomacy to defuse anger and collect accurate information to resolve conflicts
*Actively involved in Guest Services to inspire guest’s loyalty
*Ensure that the front desk, lobby and back of house areas are clean and well maintained
*Promptly answer phone and use a clear and concise voice when speaking
*Commitment to a positive guest experience
*Interact positively with customers and take action to resolve issues to maintain high guest satisfaction
*Greet customers immediately with a friendly and sincere welcome
*Respond with appropriate action to guest’s requests and provide accurate information
*Field guest complaints and fully research to find the most effective solutions and negotiate results
*Must be able to conduct daily business with integrity and be ethical at all times
*Must complete night auditor checklist fully
*Must comply with security controls for cash and shift drops
*Review pass-on log and security log for issues which need action
*Perform night audit operations to ensure the maintenance of financial controls
*Make corrections and adjustments and handle all computer issues that arise during night audit
*Balance all revenue and settlement accounts nightly
*Must wear only approved uniforms including nametag at all times
*Must maintain a safe working environment through ongoing compliance of safety guidelines
*Treat guests, associates, vendors and co-workers with professionalism and respect at all times
*Ensure understanding and execution of emergency procedures
*Comply with attendance rules and be available to work on a regular basis
*Written and verbal communication skills
*Perform other tasks that are deemed necessary to the success of Pearl, the hotel and the associates

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