About the Role
This role involves ensuring guest satisfaction and maintaining accurate financial records as part of the guest services team. You will follow up with guests regarding their satisfaction levels and handle guest-related issues. Your primary focus will be on managing billing accounts, securing and organizing files, and maintaining compliance with accounting policies and procedures. You will coordinate closely with various departments to ensure a positive guest experience from pre-arrival through the final bill.
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Key Responsibilities
- Follow up with guests regarding satisfaction with guest-related issues.
- Assist and check turnovers, figures, postings, billing, and documents for accuracy.
- Set-up proper billing accounts, such as share-with, room/tax/incidentals, tax-exempt, direct/special billing, and group bookings according to accounting policies.
- Organize, secure, and maintain all files, records, cash, and cash equivalents in accordance with policies and procedures.
- Record, store, access, and/or analyze computerized group rooming and financial information.
- Classify, code, and summarize numerical and financial data for compiling group rooming and financial records using journals, ledgers, and/or computers.
- Prepare, maintain, audit, and distribute statistical, financial, accounting, auditing, or payroll reports and tables.
- Complete reports as specified and prepare, review, reconcile, and issue bills, invoices, and account statements according to company procedures.
- Follow up and resolve past due accounts and vendor invoices until payment in full is received or resolved.
- Ensure compliance with standard operating procedures (SOPs) and local standard operating procedures (LSOPs).
- Work closely with various departments and outside entities to achieve successful groups.
- Assist management in training, motivating, and coaching employees, serving as a role model.
- Report accidents, injuries, and unsafe work conditions; complete safety training and certifications.
- Maintain professionalism in appearance and ensure confidentiality of proprietary information.
- Anticipate and address guests’ service needs, maintaining positive working relationships.
- Coordinate tasks and work with other departments; assign and ensure work tasks are completed on time and meet quality standards.
- Perform other reasonable job duties as requested.
Requirements
- Strong communication skills, both written and verbal.
- Ability to anticipate guests’ service needs and address them proactively.
- Capability to maintain a clean and professional appearance.
- Proficient in computers and financial data management.
- Ability to stand, sit, or walk for extended periods and coordinate tasks with other departments.
Benefits
- Opportunity to be part of a global community that values diversity and inclusion.
- Engage in a workplace where associates' unique backgrounds are valued and celebrated.
- Access to professional growth and development opportunities within a portfolio of brands under the company.
