Summary:

Works independently to audit, balance, and consolidate departmental ledger accounts and prepare various hotel operating reports. Provides excellent service to all hotel guests by checking guests in and out of the hotel, answering guest questions and resolving guest concerns in a positive manner.

Essential Functions:

• Verifies and balances entries and records of financial transactions reported by the front desk during day, using adding, bookkeeping, and calculating machines.
• Reconciliation of guest payments, running audit reports, calculating revenues, correcting errors, verification of cashier work, guest registration and check-out, and reservations work.
• Prepares hotel operating reports and balance all revenue totals of cash and credits against computer generated revenue report. Also responsible for delivering reports to proper departments.
• Resolves hanging balances left on guest accounts. Document and communicates any discrepancies and/or resolutions to management.
• Balance and audit for accuracy room revenue, food and beverage revenue, cashier’s reports, and guest and house accounts and telephone revenue; assisting the preparation of all reports relevant to daily revenues.
• Welcomes guests by initiating conversation with a friendly greeting and maintaining a positive and upbeat attitude throughout the guest interaction.
• Builds relationships with guests by smiling and making eye contact and answering all guest questions in a thorough manner.
• Explains and processes guest check-in and check-out procedures in an efficient and accurate manner.
• Promotes the property by offering information regarding current promotions, facilities, and property services.
• Assigns guests rooms in accordance with current policies and procedures.
• Manages cash flow in assigned bank and performs account postings.
• Upon completion of each guest interaction, checks for guest satisfaction, and if a problem exists, resolves the issue or personally transitions the guest to the person who can best resolve the problem.
• Expresses appreciation to the guests for their business and extends positive parting remarks.
• Remains neatly groomed and wears the appropriate uniform that is complete, clean, and in good condition (including nametag).
• During conversation with guests, ensures the guests’ name is used, pertinent dates and times pertaining to the guests’ stay are discussed, make casual conversation when appropriate and invite the guests back.
• Other duties as assigned.

Qualifications/Requirements:

• Three to six months previous experience in a night audit position preferred.
• Ability to read, analyze, and interpret guest room bills. Ability to respond to common inquires of complaints from guest, regulatory agencies, or members of the business community. Second language is a plus.
• Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, and decimals.
• Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to apply commonsense reasoning to a variety of situations.
• Previous experience working in a front desk, reception, or customer service position preferred
• Previous experience with LMS preferred
• Outstanding guest service skills that, upon interaction, leave guests feeling positive about the experience
• Ability and willingness to proactively initiate upbeat and polite conversations with guests or customers
• Ability to compassionately work with upset guests in an effort to resolve their concerns
• Understanding of non-verbal communication and how it can enhance a guest experience
• Ability and willingness to promote the property and property events and amenities
• Comfortable promoting hotel room product and explaining different types of rooms available to guests
• Polite and outgoing personality
• Ability to work efficiently and accurately with cash, on a computer, and a 10-key machine
• High school diploma or equivalent preferred

Required Work Cards

• N/A

Physical Requirements

• Lift, carry, push, pull or move objects weighing up to 10 pounds (less than 25% of the time)
• Walking (about 50% of the time)
• Standing (more than 75% of the time)
• Hearing, speech, vision and literacy (critical)

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. Duties to be performed with or without reasonable accommodations.