Night Auditor

Responsible to oversee our guest’s customer service experience. Respond in a professional and courteous manner to arriving, departing and in-house guests by providing accurate and timely information and services. Responds to inquiries regarding hotel information and guest concerns. Promoting a safe environment and quality services to achieve maximum guest satisfaction and financial success.

Duties & Responsibilities:

• Greets and completes established check-in procedures for arriving guests on a daily basis, using both manual and computerized methods, in order to ensure guests are satisfied and in rooms as requested.
• Regularly calculates and/or posts monies, receipts, guest accounts and other forms of credit using accurate, proper cash handling methods and established procedures in order to present the customer with timely and precise hotel charges upon check-out and maintain accurate hotel records.
• Courteously answers inquiries and accepts reservations by accurately communicating hotel rates and information and by using suggestive selling techniques to sell room rates, increase occupancy and revenue.
• Operates the PBX equipment by accepting incoming calls, assisting outgoing calls, scheduling and setting wake-up to provide guests with timely and efficient service.
• Control cash transactions at the front desk and maintain complete responsibility for personal bank as specified.
• Provide information and assist staff in recommending area restaurants, theaters, community events, activities, etc., to ensure optimum guest satisfaction.
• Follow-up on any complaints or problems a guest may experience in a timely and professional fashion to ensure a quality guest experience.
• Ensure lobby, recreation areas, market and breakfast areas are always kept clean and organized.
• Ensure safety and emergency practices and procedures are being met to ensure appropriate protection of the hotel’s guests, employees and company assets.
• Ensure proper communication to hotel team on all activities.
• Ensure all employees are properly trained on systems/procedures that will help them provide our guests with quality service.
• Ensure all Front Office Associate duties are completed daily (checklists, room status updates, guest request log, wake-up log, etc…)
• Provide assistance to other employees and departments to contribute to the best overall performance of the department and hotel.
• Monitor inventory, make sure hotel is in balance, rates are set for the day and push to sell out.
• Ensure all Front Desk Associates understand hotel selling strategies.
• Keep the Market stocked, and inventoried.
• Performs Night Audit duties as required.
• Ensures safety by training and enforcing guest check in and security procedures and reporting suspicious activity to leadership.

Other Responsibilities

• Provide assistance to other employees and departments to contribute to the best overall performance of the department and hotel.
• Provide training to new property level support as needed.
• Other duties as assigned.

You are:

• Committed to excellence
• Culture driven
• Transparent
• Passionate
• Authentic
• Dynamic
• Detail Oriented

You can:

• Lift, push, pull and carry up to 50 pounds.
• Frequently bend and kneel to perform inspections.
• Respond quickly to emergency - 100% mobility required.
• Continuously stand and climb stairs of approximately 40% of 8 hours.
• See in order to visually inspect interior and exterior of hotels

You have:

• Total understanding of all hotel front office procedures.
• A working knowledge of guest services and hotel services, policies or operations.
• A high school graduate level mathematical aptitude; know standard cash handling procedures and knowledge of computerized cash register systems.
• Experience in dealing directly with the public and acquired general knowledge of basic customer service skills.
• An ability to understand and follow verbal/written instructions, work on more than one task at a time, and be able to communicate both verbally and in writing.
• The ability to use tact and understanding when dealing with a variety of customer service problems, including stressful and highly emotional situations.
• Ability to make decisions with only general policies and procedures for guidance and keeping the General Manager informed of general direction.
• Highly developed communication skills to frequently negotiate, convince, sell and influence other managerial personnel, hotel guests and/or corporate clients.
• Excellent speech and written skills in order to communicate with managers, guests and employees.
• Excellent literacy skills necessary for reports, policies and procedures.

Note – this job description is not intended to be an exhaustive list of all duties, responsibilities or qualifications associated with the position. Expected compensation is $16.00-$17.00 per hour.

Job Type: Full-time

Pay: $16.00 - $17.00 per hour

Benefits:

• Employee discount
• Paid time off

Schedule:

• 8 hour shift
• Night shift
• Weekends as needed

Work setting:

• In-person

Work Location: In person