Description

Night Auditor position is responsible for guest relations, which includes, but is not limited to, welcoming guests, completing room check in/out functions, and responding to inquiries and requests readily and in an appropriate manner. Guest relations positions are often the first and last team members to interface with guests; therefore, this position requires the ability to be kind, welcoming, knowledgeable, independent, diplomatic, and professional always and in all circumstances. The Night Auditor performs all customary daily accounting functions (e.g., audits, balances, and reports on hotel operations for rooms, retail, and Food and Beverage (F&B) outlets) and must do so accurately and on deadline while ensuring that all company policies and procedures are followed. This position serves as the Manager on Duty (MOD) for the overnight shift and others shifts when authorized by the Operations Director or General Manager. Must have the ability to respond to unexpected or emergency situations by demonstrating a calming demeanor and adhering to the company’s emergency response procedures.

This position is based out of the Legacy Resort Hotel and Spa in San Diego, CA. Must maintain confidentially and be able to work the assigned schedule.

PRIMARY RESPONSIBILITIES

• Greets customers immediately with a friendly and sincere welcome. Processes guest registration and room assignments, as well as any special requests as appropriate. Uses a positive and clear speaking voice, listens to understand requests, responds with appropriate action, and provides accurate information such as outlet hours, campus events and local attractions.
• Completes the registration process by inputting and retrieving information from the hotel computer system, confirming pertinent information including number of guests and room rate. Promotes Hotel’s marketing programs. Programs electronic door access cards. Provides welcome folders containing door access cards and other applicable materials.
• Verifies credit cards for authorization using electronic acceptance methods. Handles cash, makes change and balances an assigned house bank. Accepts and records vouchers, traveler’s checks, and other forms of payment. Converts foreign currency at current posted rates. Performs accurate, moderately complex arithmetic functions using a calculator. Posts charges to guest rooms and house accounts using the computer. Handles guest check-ins/check-outs in accordance with hotel credit/cash handling policies in an efficient and friendly manner.
• Answers the telephone promptly using positive and clear English communication. Inputs messages into the computer, retrieves messages, and communicates the content to the guest.
• Pre-registers, block reservations and takes same day reservations and when necessary, future reservations following hotel rate structures, discounts, and sell strategies. Cancels room reservations according to procedures.
• Resolves customer complaints; assists customers in all inquiries in connection with hotel services, in-house events, directions, local attractions, etc.
• Reviews VIP reservations, amenity orders, and resumes for incoming and in-house guests.
• Verifies registration cards against computer to ensure accuracy of name, type of payment, rate, and market segment.
• Demonstrates a working knowledge of hotel safety and security procedures to maintain a secure and safe environment for associates and guests.
• Reports any unusual occurrences and/or requests to their immediate supervisor readily.
• Completes special projects and other responsibilities as assigned.
• Responds to hotel emergencies immediately in a calm and effective manner consistent with hotel emergency procedure policy. Response could involve but is not limited to running up/down flights of stairs past and around obstacles. Color vision is critical in determining the nature of the alarm.
• Fields guest complaints, conducting thorough research to develop the most effective solutions and negotiate results. Listen and extend assistance to resolve any problems that may arise. Always maintain a professional appearance and demeanor. Remain calm and alert especially during heavy hotel activity involving working rapidly and effectively under-time pressure for eight consecutive hours.
• Balances, audits and reports on all food and beverage outlets (e.g., restaurants, lounges, banquets, room service) cash and credit operations to include but not limited to checks, over/short figures/tally sheets, deposits, counts, house charges, promotional materials, postings, etc., and reset all registers to ensure accurate, timely information. Balances and closes all bank ticket codes daily.
• Audits, balances, posts, and reports on the front desk to include but not limited to; room charges, phone calls, zero balance folios, corrections, adjustments, taxes, disputed charges, over/short figures, deposits, etc., to ensure accuracy and verify proper cash handing procedures are followed.
• Prepares, balances, audits, and reports on Room information to provide rooms management feedback of how they are performing; prepares statistics and income journal sheets for preparation of daily reports; and runs night audit final after ensuring all revenues are in balance nightly.
• Updates the Hotel Pass Down Log on all occurrences.
• Assists in taking and placing wake-up calls.
• Handles cash and balance House Bank each shift.
• Reports any unusual occurrences and/or requests to the Operations Director.
• Handles noise complaints, credit problems, guest relocation, and rejection of undesirables; fields guest complaints and listens extending assistance in conjunction with hotel Security to resolve any problems that may arise utilizing diplomacy and good judgement.
• Responds to hotel emergencies immediately in a calm and effective manner in coordination with hotel Security and the employees on duty consistent with company policies and procedures.
• Demonstrates a working knowledge of all hotel safety and security procedures as required maintaining a secure and safe environment for employees as well as guests.
• Completes special projects and other responsibilities as assigned.

ADDITIONAL RESPONSIBILITIES

Our hotel’s primary goal is to provide hospitality and exceed guest expectations for levels of service, quality, consistency and attention to detail all team members are evaluated against this standard. A hotel operates 365 days a year, 24 hours a day. During your scheduled shift, you may be asked to assist in areas of the hotel outside of your typical work areas.

QUALIFICATIONS

• High School diploma or general education diploma (GED) is required.
• One-year experience in a hotel or other customer relations position.
• Two years Front Desk Agent or Night Audit experience required
• Accounting experience is preferred.
• First Aid, CPR and defibrillator certifications is preferred.

COMPETENCIES

• Ability to operate a computer, calculator, phone switchboard/console and printer.
• Good computer knowledge and skills related to hotel software systems as well as MS Office Programs.
• Ability to compile facts and figures with the ability to analyze moderately complex mathematical calculations.
• Requires excellent oral and written communication with ability to communicate information and hotel services to management and guests.
• Must be able to communicate in English; ability to speak additional languages is a plus.
• Must be a positive team player.
• Must maintain a warm and friendly demeanor; maintains composure and objectivity when needed. In addition, displays excellent phone and guest relations etiquette skills.

HOURS OF WORK:
A flexible schedule, which includes nights, weekends, and holidays, is required to adjust to the changing needs of business operations.

OTHER DUTIES:
The purpose of this job description is to summarize the primary job functions and responsibilities of this position; it is not intended to be an all-inclusive list. Therefore, employees will be expected to perform additional duties as assigned by their supervisor or their supervisor’s designee. Duties and responsibilities may change at any time with or without advance notice.

WORK ENVIRONMENT:

This job operates on a large campus with multi-story buildings and uneven outdoor areas (e.g., steps, ramps, and gardens) that are open to the elements and changing weather conditions. This position requires regular interaction with staff and members of the public and routinely uses standard office equipment such as computer, phone, photocopier, filing cabinets and fax machine, dolly, bell carts and other equipment as needed. Noise levels will occasionally be high due to equipment, movies, musical and theatrical performances, and other factors.

PHYSICAL AND MENTAL DEMANDS

• Requires continual standing and movement in the front office area.
• This position requires the ability to navigate throughout a large campus with indoor and outdoor work and event spaces.
• 100% mobility required to reach all areas of the hotel and campus.

Occasional (1 - 33% of the time)

Frequent (34 - 66% of the time)

Constant (67 - 100% of the time)

F = Requires standing, bending, twisting, kneeling, crouching, stooping, crawling, walking, running, repetitive movement and using hands to handle, control, or feel objects, tools or controls.

F = Requires the ability to be able to pull, push, stand, sit, stoop, bend, reach, move or carry equipment.

C = Requires close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust and focus.

O = Requires the ability to lift and/or move objects 30 lbs.; occasionally team lift and/or move objects that weigh more than 30 lbs.

O = Requires working outside in all types of weather conditions.

O = Subject to cuts, burns, and bruises.

Qualifications