Posted September 15, 2021

Night Audit Agent

Summary of Position:

The Guest Service Agent/Night Audit is responsible for providing friendly, efficient and hospitable service at the front desk including check-in and check-out service as well as run the night audit process through the PMS system of the resort.

Essential Functions:

  • Complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information to a guest’s reservation and making changes as necessary.
  • Complete the nightly audit of the resort through the SMS system
  • Verify and swipe credit cards for authorization using electronic acceptance methods and verifying a photo ID at check-in.
  • Handle cash, make change and balance an assigned house bank. 
  • Accept and record vouchers, traveler checks, and other forms of payment. 
  • Post charges to guest suites and house accounts using the computer.
  • Greet guests immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listening attentively to understand requests
  • Promptly answer the telephone using positive and clear English communication.  Input messages into the computer.  Retrieve messages, mail and facsimiles for guests as requested.
  • Close guest accounts at the time of check out ensuring the guest’s stay was enjoyable, resolving issues as necessary
  • Providing safety deposit boxes, upon request
  • File registration cards
  • Incorporate the Mystery Shopper Standards into every interaction
  • Other tasks as assigned by Front Desk management and/or the General Manager

Qualifications:

  • Education: High School diploma or equivalent preferred
  • Experience:Prior customer service experience preferred
  • Certificates or Licenses: N/A

Knowledge, Skills, and Abilities:

  • Able to effectively deal with challenging guests, some of whom may require considerable levels of tact and diplomacy to diffuse anger and resolve issues
  • Considerable knowledge of the city and surrounding areas, including ability to provide clear, accurate directions
  • Basic mathematical skills, ability to use a computer and calculator.
  • Able to memorize and perform AAA four diamond standards

Personal Characteristics:

  • Behaves ethically,
  • Communicates effectively: Speaks and listens in a clear, thorough, and timely manner, effectively reading and writing, using the English language,
  • Professional Appearance: Exhibits an appearance appropriate for a four diamond resort. Specific grooming standards are available for review in Human Resources.
Logo for Arizona Grand Resort & Spa

Arizona Grand Resort & Spa

8000 South Arizona Grand Parkway

Phoenix, AZ 85044

Telephone (602) 438-9000