Night Auditor

Summary of Position

The primary function of a Night Auditor is to create the ultimate guest experience for all guests of the hotel from before check-in to after check-out. The Night Auditor is responsible for effective communication to the guest prior to arrival when answering guest inquiries, creating a positive, hospitable, welcoming, inviting check-in and check-out experience, and responding to guests needs while they’re in house. The Auditor ensures guests’ accounts are reconciled, credit cards and third-party payers are appropriately charged, and each day’s financial reports are compiled and distributed among other duties.

Essential Duties and Responsibilities

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Along with complying with all laws, company policy, and brand standards, the following are the Essential Functions of this position:

1. Complete all Ridges Way and departmental/position training.
2. Always adhere to all policies and procedures.
3. Maintain professionalism at all times.
4. Ensure all transactions with guests are handled legally and ethically.
5. Maintain security and control over assigned rooms keys and room access.
6. Maintain a clean and neat appearance at all times.
7. Arrive at the assigned area at scheduled time prepared to complete the assigned shift diligent, effectively, and hospitably.
8. Maintain up-to-date, accurate, and clear reports as it relates to the arrivals, departures, guests in house, cancellations, room availability and any other reports critical to the function of the hotel and front desk.
9. Immediately turn in all articles left by guests to management as “lost and found.”
10. Maintain safe working conditions and follow all safety and procedural rules and take immediate corrective action when required to improve and laps in working conditions.
11. Ensure the safety of yourself, coworkers, and guests and their belongings.
12. Communicate all problems and unusual manners related to employee and guest safety to management immediately.
13. Notify supervisor or manager when there is a shortage of supplies in advance of immediate need.
14. Understand the daily and ongoing functions, services, and facilities of the hotel.
15. Garner a working knowledge of the surrounding area of the hotel (landmarks, local attractions, surrounding businesses, points of interests, roads, etc.)
16. Assist all guests in answering their inquiries, meeting their needs, and providing solutions.
17. Develop and maintain interpersonal, professional relationships with guests quickly.
18. Relate well to a wide variety of individuals from many backgrounds.
19. Always demonstrate patience and tolerance to all guests and coworkers.
20. Learn and utilize selling techniques to maximize occupancy and revenue.
21. Maintain a cash bank per Ridges Way cash handling procedures.
22. Maintain ongoing and effective communication with management, the front desk, and all departments in the hotel.
23. Be visible at the desk at all times.
24. Attend scheduled & mandatory meetings.
25. Ensure that guest room keys and master keys are used to the highest level of security to protect guests, coworkers, the company, and all belongings.
26. Proactively protect all guest information.
27. Understand and operate the front desk’s telephone and computer systems, the property management systems, and other office equipment.
28. Maintain the equipment used to perform the job duties and notify the supervisor or manager immediately of any damage or malfunction beyond daily wear-and-tear.
29. Accept and verify guest credit card data and maintain security and privacy of that data.
30. Interact with guests, on the phone or in person, in a professional manner and within brand standards.
31. Listen and promptly act to resolve guest issues and notify management immediately of any escalated guest situations.
32. Have a thorough knowledge of emergency procedures. 
33. Implement the 15 & 5 rule (within 15 feet  of guests make eye-contact & smile, within 5 feet maintain eye contact and greet with a warm smile)..
34. Verify all guests' account charges made throughout the day are correct.
35. Post room and incidental charges to guest accounts.
36. Complete all credit card transmittals, direct bills, and no-show billings for the day, including any in-house charges by Freedom Boat Club members and Marina Slip holders.
37. Relocate guests in a professional, courteous manner as needed.
38. Prepare all daily, monthly, and yearly reports required for the property.
39. Organize and stock market supplies and goods.
40. Sort, wash, dry, fold soiled laundry 
41. Perform any other duties directed by the Director of Operations, and/or Executive Leadership.

Competencies

1. Communication: Clear, friendly, and professional communication with guests, both in person and over the phone.
2. Problem-Solving: Ability to handle guest complaints or concerns effectively and find quick resolutions.
3. Hospitality Knowledge: Understanding of the hotel industry and ability to ensure guests have a positive experience.
4. Time Management: Managing a busy front desk, ensuring timely check-ins and check-outs, and maintaining smooth operations.
5. Attention to Detail: Ensuring accuracy in guest reservations, billing, and other administrative tasks.
6. Property Management Systems (PMS): Proficiency in using hotel management software for check-ins, bookings, payments, and reporting.
7. Basic IT Skills: Familiarity with office software (email, Excel, etc.) and troubleshooting common tech issues.
8. Cash Handling: Handling guest payments accurately and reconciling cash at the end of each shift.

Supervisory Responsibility

N/A

Work Environment

This position operates in a hotel environment and mostly in an indoor environment, but often near the front door of the hotel that could cause subtle changes in the temperature, depending on season. The position is an overnight position. A required uniform or dress-code must be worn. 

Physical Demands

Standing on your feet for most or all of your shift is often required. The lifting of supplies and equipment that may exceed 50 lbs could also be required. Bending down, kneeling, crouching, squatting, and pushing are other physical demands that may be required of you. Accepting this job indicates you understand these physical demands and are able to complete the essential functions of the job that required these physical demands.

Position Type/Expected Hours of Work

This is an hourly position with full time and part time positions available. Schedules vary depending on the demand of business. Holidays and weekends are required.

Preferred Education and Experience

The following education and experience are required for this position:

1. High School Education or Equivalent is required.
2. Minimum 2 years of front desk experience preferred.