Position Summary:

The Night Auditor serves as night manager of the property from 11:00 PM to 7:00 AM. Responsible for the safety of guests, team members, and facilities; completing end of day reporting requirements and distribute reports to Department managers as appropriate; Proactively handle the requests and transactions of the guests; and proactively do whatever necessary, in accordance with Company policies and procedures, to ensure guest satisfaction..

Position Essential Duties & Responsibilities:

The following reflects the essential duties for this job but does not restrict the tasks that may be assigned. Management may assign or reassign duties and responsibilities of this job at any time. To perform this job successfully, an individual must be able to perform essential duties satisfactorily, with or without reasonable accommodations.

· Answer the property phone system with the correct property greeting; transfer calls and take messages when required.

· Efficiently check guests in and out of the property.

· Complete night audit.

· Post all valid charges to guest accounts in an accurate and timely manner.

· Update IVANI reservation rates to the daily ADR when hotel occupancy is above 95%.

· Administer guest safety deposit boxes.

· Clean the front and back office nightly.

· Complete all administrative documentation in an accurate and timely manner.

· Complete checklist tasks fully, and within shift.

· Manage difficult/noisy guests following company procedures; direct security to keep situations from getting out of hand.

· Maintain an inventory of special guest request items (i.e., cribs or sports equipment) as directed by FOM.

· Maintain the Guest Request/Complaint Log/Work orders and take ownership of all issues.

· Make, modify, and cancel guest reservations as required, noting any special requests.

· Prepare registration cards for next day, noting special requests.

· File current day’s departure registration cards.

· Proactively upsell and cross-sell where possible.

· Run contingency reports.

· Run availability report.

· Balance shift cash, check and credit transactions.

· Prepare check out folios for upcoming day’s departures.

· Prepare registration cards for upcoming day’s arrivals.

· Review guest ledger on a daily basis to take payment on in-house reservations with high balance.

· Sell items in the Suite Shop/Pantry according to posted prices.

· Restock Suite Shop/Pantry as necessary.

· Update cash activity log on a daily basis.

· Send no show recap when necessary to front office leadership team and AM guest service agent.

· Ensure upcoming day’s third-party reservation deposits are collected and reservations are properly routed.

· Complete all brand-required training.

Expectations of All Team Members:

· Know IHG brand standards.

· Keep updated on current Company memorandums and SOPs.

· Work with a sense of urgency.

· Check or use personal phones in team member only areas (break room), never in guest areas.

· Never charge/plug in personal phones in guest areas.

· Acknowledge guests in hotel areas utilizing the zone of hospitality rule.

· Be in proper uniform, including nametag, and follow the Personal Appearance Policy at all times.

· Follow Rest & Meal Period Policy guidelines.

· Follow proper key control procedure for issued keys.

· Remain aware of any and all potential security problems and report them to your supervisor, manager, and/or General Manager.

· Report any suspicious or unusual situations encountered while performing duties to your supervisor, manager and/or General Managers.

· Follow emergency procedures, safety data sheets, safety precautions, and safest work habits.

· Be knowledgeable about the hotel’s layout, facilities, and services so that you can answer questions from guests.

· Work a varied schedule including holidays, weekends, and nights as the business dictates.

· Clearly communicate to team members, management, guests, vendors, and Corporate Executives.

· Be passionate about service and guest satisfaction.

· Have an eye for detail.

• Smile and have a positive attitude while working – save complaints for the managers.
• Be responsible for your schedule – show up on time prepared and ready to work.
• Inform managers whenever problems arise, including problems with guests and fellow team members.
• Keep all food (including gum) and drink in the designated break area – never on the floor or in other guest areas.
• Take rest and meal periods in designated areas, your car, or off property, never in guest areas.
• Always treat guests respectfully.
• Actively look for ways to assist guests.
• Be a team player.
• Smile in guest areas, even when you’re having a bad day.
• Follow the chain of command and adhere to the Open-Door Policy.
• Attend pre-shift and all scheduled, mandatory team member meetings.
• Use appropriate language at all times.
• Only use the back door for deliveries and emergencies.
• Report any and all workplace injuries immediately.
• Follow Company policies and procedures at all times.
• Follow Standards of Conduct and Team Member Commitments.
• Complete any reasonable request by supervisor, manager, General Manager, or Corporate Executives.

Required Skills, Knowledge & Abilities:

· Excellent written and verbal communication skills.

· Experience in client relations with superior guest service skills.

· Detail oriented and results driven.

· Energetic and highly motivated.

· Excellent follow-up and organizational skills.

· Proficient in computers.

· Strong computer systems skills including; reservations and reporting systems.

· Good interpersonal skills.

· Be knowledgeable about the local area, including attractions and amenities, so that you can answer questions from guests.

· Sound judgment; must be able to handle loud, rude, or intoxicated guests. Can interact with law enforcement and remain calm.

Experience & Education:

· Accounting/administrative skills.

· Any combination of education and experience equivalent to graduation from high school or any other combination of education, training or experience that provides the required knowledge skills and abilities. High school diploma required.

· 1-year experience in a similar size operation required.

· Hotel experience preferred.

Physical Requirements:

· Ability to stand for extended periods of time (maximum five (5) hours at a time, eight (8) hours in total/day).

· Ability to work on a computer for extended periods of time (maximum five (5) hours at a time, eight (8) hours in total/day).

· Ability to speak and hear on a phone within a shared work space.

· Able to stay awake during overnight hours.

· Ability to lift up to fifty (50) pounds.

Other:

· Due to the cyclical nature of the hospitality industry, team members may be required to work varying schedules to reflect business needs of the hotel.

· Upon employment, all team members are required to fully comply with Alps Group Hospitality Partners rules and regulations for the safe and efficient operation of hotel facilities. Team members who violate hotel and Company rules and regulations will be subject to disciplinary action, up to and including termination of employment.

· We are an equal opportunity and affirmative action employer and make employment decisions without regard to age, race, religions, national origin, gender, disability, veteran status, genetic information, or other protected class. Our locations are drug-free. Background checks may be required before employment begins.

Job Type: Full-time

Pay: $18.00 - $19.00 per year

Benefits:

• 401(k)
• Dental insurance
• Employee discount
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• Day shift
• Evening shift
• Night shift

Work setting:

• In-person

Experience:

• Hotel experience: 1 year (Required)

Ability to Commute:

• Milpitas, CA 95035 (Required)

Ability to Relocate:

• Milpitas, CA 95035: Relocate before starting work (Preferred)

Work Location: In person