Position: Guest Services Night Auditor
Status: Hourly
Reports to: Inn Manager
Shaker Village of Pleasant Hill
Shaker Village of Pleasant Hill (SVPH) is on a mission to inspire generations through DISCOVERY, by sharing the legacies of the Kentucky Shakers. SVPH is committed to bridging historic preservation, land conservation, engaged learning and warm hospitality to present an unrivaled destination experience.
Home to the third largest Shaker community in the United States from 1805 until 1910, SVPH manages the country’s largest private collection of original 19th century buildings and is the largest National Historic Landmark in Kentucky. Onsite amenities include overnight accommodations, dining and catering services, retail shops, event and meeting venues, riverboat rides, historical exhibitions and tours, farm and garden area, nature preserve, multi-use trail system, equestrian stable and an extensive calendar of special programs, activities and events.
Guest Services Department
The Guest Services Department supports the mission of Shaker Village by providing guests with a welcoming and thoughtful introduction to their Village experience, efficiently connecting those guests with the exciting opportunities that await them.
Position Summary
The Guest Services Night Auditor (GSNA) is predominantly responsible for nightly reporting duties of The Inn, The Shops, and The Trustees Table on behalf of the Accounting Dept. The GSNA is also responsible for manually updating the dates and information in our main software system by initiating system reports each night in order to ensure flawless operations. The Part-Time GSNA is scheduled Sundays and Mondays, from 10pm – 6am as a relief person for the Full-Time Night Auditor. Should the Full-Time Night Auditor call-in sick or request days off, the Part-Time Night Auditor will be the first person asked to assist in covering those shifts.
Reporting to the Inn Manager, the GSNA serves guests as an integral point of contact by establishing rapport, building customer confidence, providing accurate information, and promoting SVPH products, programs and services from inquiry through point of successful sale to guests who arrive, or call, on property during the overnight hours.
The GSNA is also responsible for nightly reporting duties of The Inn and The Shops to ensure flawless operations.
The GSNA is the overnight member of a cross-trained team. This team is charged with promoting overnight, dining, admission, retail, program and event sales. The GSNR will be stationed only at the Front Desk of the Welcome Center during their shift.
Duties and Responsibilities:
- Serve as the initial point of contact for the SVPH guest experience and provide a positive, well-informed experience for guests onsite, by phone and email
- Actively greet, orient and assist all property guests; effectively handle questions, sales and payments for a multitude of services, programs, merchandise, tickets and events in accordance with SVPH service standards and accounting procedures
- Provide excellent service and increase sales opportunities through a thorough knowledge of all SVPH products, programs, services, amenities and events including all upgrade options available to guests
- Run all operations of night audit, closing out the previous day and opening for a new day in the hotel and retail systems
- Ensure accurate processing of charges and completes/balances end of shift reports with full handover to next shift
- Observe safe cash handling procedures required by Shaker Village policy and is responsible for cash drawer, cash, credit card, gift certificates and check transactions
- Accurately process individual hotel reservations, check-ins and check-outs; sell all SVPH ticketing, programming and event options; make dining reservations; sell retail merchandise and gift cards; process riding, boarding and launch fees; and other SVPH products and services as developed
- Coordinate the appearance and functionality of welcome desk area and activities to assure that guest service standards are consistently met and assist with preparation of village opening by conducting daily walk-through of public spaces, filling brochures as needed, straightening merchandise, checking signage and following loss prevention techniques
- Continuously take initiative to build knowledge of SVPH history, mission, property, programs, services and promotions through self-education and active participation in trainings and effectively communicate with guests with a high degree of confidence
- Build strong lines of communication and internal relationships with critical support departments: Inn, Dining, Retail, Visitor Engagement, Maintenance, Grounds, Marketing, Accounting and Administration
- Comply with all safety and security policies in accordance with SVPH standards
- Perform additional duties as assigned
Skills and Qualifications:
- Friendly, positive, flexible, reliable and proactive with the ability to learn new information quickly in a team environment
- Strong communication and customer service skills, both on the telephone and in person
- Comfortable in learning and using multiple software programs
- Ability to easily engage people and orient them to SV’s many offerings
- Ability to apply critical thinking and sound judgment while working independently and collaboratively to solve problems
- Ability to multitask and effectively handle hectic situations while making quick, accurate decisions with a high level of patience
- Must be organized and engaged and have the ability to manage multiple priorities and multiple guests in a welcoming, courteous manner
Education and Experience:
- High school diploma required, Bachelor’s degree preferred
- Solid knowledge of customer service, sales techniques and business etiquette and practices
- Six months customer service, retail or cashier experience required
- Strong math skills, with a close attention to detail and basic accounting acumen
- Proficient computer, data entry and general office equipment skills with experience operating POS (point of sale), reservation and ticketing systems
- Proficiency in MS Word, Excel and Outlook required
Physical Requirements:
- Must be capable of lifting 50 pounds
- Must have excellent manual dexterity
- Must be comfortable working with the public
- Must be able to stay awake and alert all night to ensure the safety and security of guests
Working Environment and Conditions:
Overnight coverage as night audit (10 p.m. – 6 a.m.)
