Nature of the Job

Main Duties

Customer Services

• Delivers the brand promise and provides exceptional guest service at all times.
• Provides excellent service to internal customers.
• Handles all guest and employee complaints and inquiries in a courteous and efficient manner. Communicates immediately all guest complaints to EAST Host Supervisors or GE Manager.
• Maintains positive guest and colleague interactions with good working relationships.
• Empowers employees to provide excellent customer service. Establishes guidelines so employees understand expectations and parameters. Ensures employees receive on-going training to understand guest expectations.
• Reviews comment cards, guest satisfaction results and other data to identify areas of improvement.

Financial

• Ensures that all hotel, company, and local rules, policies and regulations relating to financial procedures are followed.

Operational

• Monitor master account from check-in through checkout, ensuring correctness of billing.
• Prepare and post city ledger adjustment as needed.
• Prepare and mail invoices and individual travel voucher accounts with proper documentation in the same day as they transferred to Accounts Receivable.
• Attend precon and postcon meetings.
• Whenever possible, schedule daily bill review with on-site group contacts.
• Prepare group codes and open masters for all unassigned groups on daily event order.
• Research and respond to all credit card inquiries and charge backs within time limits set by credit card companies, processing the necessary adjustments when required.
• Transmit travel agent disbursements on a weekly basis, ensuring the accuracy of the file prior to transmittal. Research and respond to all individual travel agent commission inquiries in a timely manner.
• Transmit credit and food and beverage batches to credit card companies for payment.
• Ensure proper transmittal of debit batches to credit card companies.
• Prepare adjustments to reflect receipt of payments from credit card companies upon notification from the bank.
• Prepare deposit list for cash and check receipts.
• Process weekly the account management software credit approval report.
• Enter credit approvals into account management software.
• Handle credit card charges for all ancillary billings (electrical, delivery, parking, etc.).
• Clear all “wash-through” accounts in a timely manner.
• Audit, apply, research and refund or take as income all advance deposits on individual reservations.
• Handle all credit balances on individual accounts.
• Maintain inter-hotel accounts, including billing, posting, and identifying payments.
• Process and collect certificate billings.
• Assist with accounting office issues.
• Provide administrative support.
• Other duties as required.

People Development

• Supports Swire Hotels’ cultural and people development implementations and characteristics.

Skills, Qualifications and Experience Requirements

• Ability to prepare and analyze data, figures, and transcriptions prepared on and generated by computer.
• Must be able to speak, read, write and understand the primary language(s) used in the workplace.
• Must be able to read and write to facilitate the communication process.
• Requires good communication skills, both verbal and written.
• Must possess basic computational ability.
• Must possess basic computer skills.
• Most work tasks are performed indoors. Temperature is moderate and controlled by hotel environmental systems.
• Must be able to sit at a desk for up to 8 hours per day. Walking and standing are occasionally required. Length of time of these tasks may vary from day to day and task to task.
• Must be able to lift up to 15 lbs. on a regular and continuing basis.
• Must be able to exert well-paced ability to reach other departments of the hotel on a timely basis.
• Requires grasping, writing, standing, sitting, walking, repetitive motions, listening and hearing ability and visual acuity.
• Talking and hearing occur continuously in the process of communicating with guests, supervisors, and other employees.
• Vision occurs continuously with the most common visual functions being those of near vision and depth perception.
• Ability to work primarily with fingers to pick, pinch, type and carry out substantial movements (motions) of the wrists and hands as well.
• Requires manual dexterity to use and operate all necessary equipment.
• Must have finger dexterity to be able to operate office equipment such as computers, printers, 10-key adding machine, electric typewriter, multi-line touch tone phone, filing cabinets, FAX machines, photocopiers, dolly, and other office equipment as needed.
• High school or equivalent education required. Bachelor’s Degree preferred in accounting.
• HMS/Agilisys experience.
• One to two years cash handling or accounting experience required.