JOB TITLE Night Auditor 

EMPLOYMENT CLASSIFICATION Non-Exempt/Hourly - Seasonal, Part-time, and Full-time available

LOCATION TOURISTS:915 STATE ROAD, NORTH ADAMS, MA 01247

SHIFT 11 p.m. – 7 a.m.

Reporting Relationship

Reports Directly to: Rooms Director

Collaborates with: Housekeeping attendants, Maintenance Technicians, F&B staff 

Indirectly Reports to: General Manager & Director of Operations

Job Description Summary

TOURISTS’ goal in all positions is to exceed the expectations of our guests. The Night Auditor oversees all front desk activity. This includes checking guests in and out, ensuring all reservations are handled efficiently and accurately, answering calls, exceeding guests’ expectations by anticipating their needs, and having a confident, pleasant and professional demeanor. Furthermore, the Night Auditor must develop and maintain the company’s culture, values and reputation in the public eye, and with all staff, guests, vendors and partners.

Based upon fluctuating demands of the operation, it may be necessary to perform a multitude of different functions not specifically related to this position. The Night Auditor may be expected to perform other tasks and duties as needed or as directed. Furthermore, employee responsibilities and job descriptions are subject to review and revision.

Essential Functions and Accountabilities

Front Desk Operations

• Comply to shift checklists and Standard Operating Procedures (SOPs)
• Oversee all Front Desk Activity
• Check guests in and out in a confident, professional and personalized manner
• Open, secure and balance out shift banks to include the verification of all cash, credit card and room charge transactions during all shifts
• Ensure all Individual and Group/Block reservations are handled efficiently and accurately 
• Ensure all calls are answered in a courteous, professional and efficient manner
• Make reservations for guests that call or walk-in
• Act as the person of contact for all guest complaints and concerns and ensure immediate response is given or they are escalated to upper management 
• Maintain accurate log of concerns and resolution
• Inform immediate supervisor of concerns
• Assist in implementing corrective measure when necessary
• Maintain a high level of cleanliness and safety in the work area
• Practice safety with all equipment to ensure safe working conditions

Personal Performance Standards

• Ensure open lines of communication with staff, all departments and upper management at all times via radio, email, logbooks, meetings, etc., to ensure all needs of the hotel are met
• Attend all relevant meetings and maintain meeting notes
• Adhere to all standards of operations, policies and procedures, manuals, training material, memos and verbal instruction
• Create a respectful and safe work environment
• Maintain on-going professional development
• Maintain an increased awareness of safety issues throughout the property
• Keep abreast of safety and emergency procedures and OSHA requirements
• Walk the property on nightly basis, log property discrepancies and immediately resolve all security issues which may arise during this shift
• Keep daytime Management and Front Desk Agents apprised of all questions/concerns/problems that occur during night shift

Benefits

• High quality health and dental insurance is offered through Blue Cross Blue Shield to all full-time employees with a competitive employer contribution
• Reimbursement for healthy habits and fitness goals
• 80 hours of Paid Time Off per year is offered to all full-time employees after completing 6 months of employment
• Holiday pay for applicable working holidays
• 401(k) through Guideline
• Hotel and dining discounts for all employees
• Continuing education and professional development opportunities

Education & Experience

1. One (1) years related experience in hospitality or service industry
2. High School diploma or General Education Degree (GED) 

Competencies

1. Must be able to speak, read, write and understand the primary language(s) of the workplace (English)
2. Ability to read and interpret documents such as safety rules, operating and maintenance instructions and procedure manuals
3. Ability to communicate in writing or verbally
4. Proficiency in Google Suite: Docs, Sheets, etc
5. Guest service 
6. Attention to detail
7. Ability to understand computer programs (i.e. Property Management System)
8. Ability to apply concepts of math including: addition, subtraction, multiplication, division, algebra and geometry, using whole numbers, common fractions, and decimals.
9. Certificates, licenses, and/or identification cards as required by the U.S. Department of Justice to verify employment eligibility.

Security/Confidentiality

Maintain an increased awareness of safety issues. Ensure all security policies and procedures are observed in areas such as computer security, keys, locks, inventory, property and employee information. Ensure all financial and employee data is secure and confidentiality of data and related information is maintained.

Working Conditions/Environment

1. The noise level in the work environment is usually moderate
2. The person in this position may have to lift up to fifty (50) pounds on a daily basis; anything over fifty (50) pounds is considered a minimum two (2) person lift
3. The person having this position may have to sit for one (1) hour, stand and/or walk, push, kneel, bend, balance, squat, reach and stretch for eight (8) hours per day
4. Extended time utilizing computer systems and screen time are expected in this position.

Important information:

At TOURISTS, our primary concern is the health and safety of our team and our guests. To maintain a workplace that is free from infectious conditions that may be mitigated through an effective vaccination program, TOURISTS has adopted a COVID-19 Vaccination Policy. As of November 15, 2021, every staff member is required to (a) be fully vaccinated and present written evidence of immunization from the designated site or from another authorized healthcare provider to HR; or (b) obtain an approved exemption from the requirement of being vaccinated.

TOURISTS is an EEOC Employer.

The work environment characteristics described herein are representative of those an employee typically encounters while performing the essential functions of the position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.