POSITION: Front Office Night Auditor
REPORT TO: Front Office Manager and Front Office Director
DEPARTMENT: Front Office
JOB OVERVIEW
The Night Auditor is responsible for all overnight operations of the Hotel, verifying the accuracy of guest accounts, balancing charges and revenues for 24 hour hotel operating period, as well as assisting with all aspects of guest services. To be of service to our guest: Check-in/Check-out hotel guests in a timely and professional manner. Serve as the switchboard including internal and external communications; assisting and directing the calls. Insure guest satisfaction
DUTIES AND RESPONSIBILITIES
- Welcome guests in a friendly, prompt and professional manner.
- Answers the telephone in a friendly, prompt and professional manner.
- Register guests, issue room keys, provide information on hotel services and room location.
- Up-sell rooms where possible to maximize hotel revenue.
- Accurately process all cash and credit card transactions in accordance with established procedures including but not limited to posting all charges, completing cashier and other reports, preparing deposit, and counting/securing assigned bank.
- Issue, control and release guest safe-deposit boxes.
- Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up.
- Respond appropriately to guest complaints. Make appropriate service recovery gestures in order to ensure total guest satisfaction.
- May routinely book guest reservations for individuals and/or groups that are requested either by phone or from within the hotel; process cancellations, revisions, and information updates on changes.
- Promote team work and quality service through daily communications and coordination with other departments.
- Perform other duties as assigned including guest room tours, concierge services. Special guest requests, front office routine administrative processes.
- Perform audit duties by reconciling all transaction processed during the day. Bring to the attention of the Front Office Manager with any discrepancy or potential liabilities.
- Act as hotel system liaison during night hours. Call in and open tickets with Opera , GCS, or System Support during the overnight hours if a system fails or issues occur
- Transmit credit card batch.
- Conduct call around to other neighboring hotels during citywide to ensure Holiday Inn a sell-out as well.
- Prepare morning reports for managers.
- Print and Prepare Express Check-Out folios.
- Follow night audit checklist including reconciliation of rooms/reservations segmentation.
- May require reconciling Food and Beverage checks.
- Backup systems.
- Maintains a professional appearance with a positive attitude and is adaptable and flexible.
- Adheres to safety and security guidelines, follows emergency procedures and responds promptly, and is familiar with the use of a fire extinguisher.
QUALIFICATIONS AND REQUIREMENTS
High School diploma or equivalent, plus one year front desk/guest service experience. Some college preferred. Must speak fluent English. Other languages preferred.
This job requires ability to perform the following:
- Frequently standing up behind the desk and front office areas
- Carrying or lifting items weighing up to 50 pounds
- Handling objects, products and computer equipment
- Use a keyboard to operate various property management and reservations system, etc.
Other * Communication skills are utilized a significant amount of time when interacting with others; demonstrated ability to interact with guest and employees
- Reading and writing abilities are utilized.
- Basic math skills are utilized frequently.
- Problem solving, reasoning, motivating, organizational and training abilities are used often.
- May be required to work nights, weekends, and/or holidays.
The statements in this job description are intended to describe the essential nature and level of work being performed. They are not intended to be ALL responsibilities or qualifications of the job.
Job Type: Full-time
Pay: $20.00 - $24.00 per hour
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
Schedule:
Experience:
- Customer service: 1 year (Preferred)
- Auditing: 1 year (Preferred)
Work Location: In person
