Description

JOB SUMMARY:

The Night Auditor balances all hotel and restaurant transactions daily and assists guests efficiently, courteously and professionally in all Front Desk-related functions providing excellent guest service. We are looking for a candidate who has excellent personal presentation and interpersonal skills. Good problem-solving ability and proficiency in Hotel property management systems.

DUTIES AND RESPONSIBILITIES:

• Answer telephone within three rings, provide answers to questions accordingly or transfer as needed.
• Provide the highest quality of service to the guest at all times and anticipate and exceed guest expectations.
• Maintain key security following procedures for programming key cards for length of stay only and distributing additional keys only to guests listed on reservation with proper ID.
• Report all incidents or occurrences of an unusual nature that could result in potential loss, damage, injury or other liability to individuals or company property.
• Ensure all aspects of hotel accounting for all areas of hotel operations are processed correctly and accurately recorded, protecting the hotel and owner against liability and fraud.
• Audit, balance, post and report on front desk cash and credit operations.
• Run the night audit final, after ensuring all revenue is in balance.
• Attend to guest needs at the front desk.
• Night Auditors are to complete all Front Desk/Guest Services Agent functions, in addition to accurately recording all revenue and statistics, completing daily and Housekeeping reports.
• Respond to all radio calls immediately.
• Responsible and accountable for issued bank. Count bank at beginning and end of shift.
• Report all cash over/shorts to management. Comply with hotel and department accounting procedures. Consistently follow all cash handling procedures
• Open and close shift correctly. Make cash drops in accordance with proper cash handling procedures.
• Ability to read, analyze, interpret and effectively explain items such as common reports, guest folios and emergency procedures.
• Audit guest accounts to ensure that room rate and coding is correct and consistent.
• Audit house and group accounts to ensure that postings to these accounts are in accordance with the sales contract.
• Ensure accuracy in audit process of posting room and tax to all active guest accounts.
• Run all computer reports to complete gross revenue report worksheets.
• Communicate and work as a team with other departments as needed
• Ensure all credit cards, cash, and change fund are balanced throughout each shift.
• Develop a thorough knowledge of hotel room locations, room rates, amenities, selling strategies, discounts and frequent guest program benefits.
• Refer guests to hotel outlets to maximize hotel revenue. Connect guest to local attractions and services.
• Communicate with incoming staff and management by recording information daily report.
• Inform management of any guest or system-related problems.
• Print the guest folios for express checkout and ensure that they are being placed under the guest’s door at the appropriate time.
• Organize the Front Desk area so that the A.M. Front Desk staff can properly prepare for their shift.
• Report problems regarding finances, the audit, guest relations and security promptly to the appropriate manager or General Manager.
• Reconcile daily gift shop revenue and print applicable reports.
• Restock gift shop as necessary.
• Forward Lost & Found inquiries to Housekeeping/Loss Prevention Department.
• Ensure security and confidentiality of all guest and hotel information and material.
• Maintain a clean and orderly work area in accordance with hotel standards.
• Attend work on time as scheduled and adhere to attendance policy.
• Wear uniform, including nametag at all times in accordance with the Standards of Appearance.
• Communicate properly and effectively with the guest, associates and managers. Effectively respond to guest complaints.
• Promote teamwork and associate engagement.
• Adhere to all work rules, procedures and policies established by the company. This includes but is not limited to those contained in the Associate Orientation Handbook and the red Emergency Response Procedures Manual. Have a thorough knowledge of emergency procedures.
• Train new front desk/guest services agents and night auditors
• Perform additional duties as required.

Qualifications

KNOWLEDGE, SKILLS & ABILITIES

• Ability to clearly and pleasantly communicate both verbally and in writing in English with guests, management and team members.
• Ability to accurately and efficiently input information into computer systems
• Ability to work cohesively with team members both within and outside of your department
• Ability to think clearly, quickly and make concise decisions
• Ability to prioritize, organize and follow up
• Ability to work well under pressure, dealing with many arrivals and departures within a short period of time
• Previous customer service experience
• Previous hotel front desk experience is strongly preferred
• Must have open availability. Will be required to work weekends, and holidays according to the needs and demands of the hotel.

QUALIFICATIONS:

• Minimum of high school diploma / equivalency or at least two years of progressive experience in a customer service, hospitality or a related field required
• Must possess English Language Skills sufficient to fully comprehend job assignments, including the ability to read, write and communicate in fluent English

PHYSICAL REQUIREMENTS:

• Working extended hours may be required as needed
• Regularly required to stand, walk, sit, use repetitive wrist and finger movement, handle or feel objects, reach with hands and arms, climb stairs, balance, stoop, kneel, crouch or crawl
• Work on a computer for extended periods of time, approximately 8 hours per day
• Lifting (rarely) up to 50 lbs.