Summary:
The Night Auditor is responsible for completing audits of hotel transactions during evening shifts. Also assists with greeting guests at the front desk, processing check-in/out transactions

Essential Job Functions:

• Greet guests immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to understand requests, respond with appropriate action and provide accurate information such as outlet hours and local attractions
• Engage with the guest throughout their stay to ensure they feel welcome and appreciated.
• Review arrivals and block rooms based on VIPS, repeat guests, packages, and any special requests.
• Process daily audit of the hotel's financial data, handle the requests and transactions of the hotel guests, verify front desk transactions and coordinate with the other departments as necessary.
• Process credit card transactions, post tax charges to all guest folios and finalize transactions completed during the day
• Check figures, postings, and documents for accuracy. Record, store, access, and/or analyze computerized financial information.
• Create and/or print required reports. File or transmit reports as directed
• Verify and prepare registration cards for arriving guests
• Prepare folios for departing guests
• Remain calm and alert, especially during emergency and/or heavy hotel activity, and resolve complications such as location changes or credit issues.
• Field guest complaints, conducting research to develop the most effective solutions and negotiate results. Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc.
• Make corrections and adjustments and handle all computer problems that might occur throughout their shift.
• Take, modify and cancel guest reservations
• Post telephone charges, valet charges, and other miscellaneous charges to guest accounts.
• Administer guest payment policies
• Responsible for shift cash transactions per cash handling procedures
• Responsible for maintaining hotel key security system
• Responsible for knowing hotel emergency procedures
• Coordinate with other departments to fulfill guest special requests
• Notify Housekeeping and/or Facilities departments of any reported problems with suites and/or grounds
• Complete all items on the appropriate (AM, PM, Overnight) checklist by the end of shift.
• Assist management in manager functions as needed overnight.
• Open, secure, and balance out daily shift bank which involves counting and verifying cash, check, and credit card transactions occurring while on duty.
• As needed deliver guest items such as luggage newspapers messages packages amenities or other items requested by guests or team members. Ensure logging and delivery of packages mail and messages as needed to guests and meeting rooms
• Maintain high standards of personal appearance and grooming which include wearing the proper uniform and name tag when working.
• Informs management of all suspicious activity during the course of your shift.
• Responsible for knowing hotel emergency procedures
• Performs any other job related duties as assigned
• Manage and provide support to all housekeeping house and room attendants.
• Plan, organize, and monitor staff activities to ensure compliance with quality assurance standards set by the hotel, which requires continuous visual inspection of guest rooms and public space areas including restaurants, lounges, meeting rooms, et.
• Inspect all guest rooms as assigned and coach attendants of any deficiencies found in the room
• Interview, hire, train, recommend performance evaluations, resolve problems, provide open communication and recommend discipline and/or termination when appropriate.
• Ensure staff receives proper training for each position, including safety training and standard operating procedures
• Ensure proper usage of chemicals and cleaning supplies by monitoring usage, providing complete training for team members and ensuring proper labeling of hazardous supplies in accordance with hotel hazard communication programs and Safety Data Sheets
• Resolve guest concerns in the absence of the Hotel Manager
• Assign attendants’ carts/signs board in the morning and the afternoon
• Inspect guest rooms and public space areas including restaurants, lounges, meeting rooms, etc.
• Coach attendants on any discrepancies in their areas.
• Assist in the oversight of the laundry operation to ensure productivity standards are met, safety procedures are followed and the company assets are maintained and protected.
• Ensure constant communication and coordination between housekeeping and laundry vendors.
• Ensure that all team members are adhering to all safety and security procedures including entering of guest rooms (both team member and guest requests to open guest room doors), master key protection, work space safety, reporting lost or damaged hotel property, fire safety and reporting suspicious situations.
• Work collaboratively with other departments, such as Front Desk and the Facilities departments.
• Work closely with the Front Office regarding room stock and availability via phone or in person
• Submit maintenance reports/requests to the Facilities department and follow up for completion.
• As needed, compile and report accurate guest-room status to the Front Office team and ensure that corrective action is taken.
• Assist in management coverage for Hotel Manager in their absences.
• Check the appearance of all team members to ensure compliance with standards of appearance.
• Provide training and guidance on all company policy and procedures.
• Assist attendants in securing all supplies and tools necessary for the completion of their jobs and be ready to step in and support them as needed to ensure efficient operation.
• Contribute to a fun, positive work environment for the Housekeeping Team.
• Builds strong rapport with support departments
• Consistently offers professional, engaging and friendly service
• Comply with quality assurance expectations, standards and hotel rating guidelines.

Qualifications (Knowledge, Skills, and Abilities):

• High School diploma or equivalent required.
• Experience in a hotel or a related field preferred.
• Possess a positive and upbeat personality with a desire to deliver outstanding customer service to our guests.
• Demonstrate the ability to multitask, be detail-oriented and be able to problem solve in order to effectively deal with internal and external customers.
• Must possess outstanding interpersonal communication skills (verbal and written) to effectively interface with guests and Team Members.
• Must be able to remain professional and tolerate stress related to servicing public guests in a high pressure and fast-paced environment.
• Must be able to remain in a stationary position for a majority of an entire shift.
• Must be able to traverse from area to area within the operating areas to respond to and assist other Team Members.
• Must be able to frequently bend at the waist, bend at the knees, reach, push/pull up to 25lbs, twist at the waist and shoulders, and have finger/hand dexterity to maneuver on computer keyboard, office machinery and other tools.
• Must be able to learn and retain knowledge of computer systems and software (including, but not limited to Microsoft Office, Google Suite, PMS, etc.) procedures Must be able to utilize a point of sale system, handle cash and other financial transactions quickly and accurately.
• Must be able to successfully fulfill the pre-employment process.
• Must be able to work flexible shifts and days, including weekends, holidays and special events/promotions