Job purpose
Our team is looking to add a motivated Full-Time Night Auditor to manage all aspects of front desk operations and be a key person of reference for our guests and vendors. To be successful in this role, you will need to extend professionalism and courtesy, have outstanding communication skills, and have the ability to work in a fast-paced environment.
This position may require flexible scheduling availability.
Requirements:
Job Requirements:
- Check-in/Check-out hotel guests
- Process all payments according to established hotel requirements
- Provide information and assistance to all guests and vendors
- Prepares all necessary reports during each shift for the management team
Job Qualifications:
- Highly motivated team player with strong initiative and desire for achievement
- Must be effective in handling problems in the workplace including anticipating, preventing, identifying, and solving problems as necessary
- Ability to identify and correct potential security problems (locking doors after hours, etc)
- Ability to work alone and work well in stressful situations
- Readily available and approachable for all guests while providing excellent guest service
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
Demonstrate complete knowledge at all times of:
A. Hotel features/services and hours of operation.
B. Room types, numbers, layout, décor and locations.
D. Daily house count and expected arrivals/departures.
E. Room availability for any given day.
F. Scheduled in-house group activities, locations and times.
G. Must be knowledge, aware and ready with all “emergency” procedures.
H. Hotel and departmental policies and procedures.
- Answer incoming calls within 3 rings using correct greeting and telephone etiquette.
- Review par levels for supplies during shift and replenish as needed.
- Make guest reservations when applicable.
- Consistently update front desk communication/guest service log.
- Enter all maintenance requests into Hotel Service Pro as requested.
- Maintain a professional voice and demeanor when communicating over the hotel radio.
- Assist front office management team with reviewing the following reports:
B. Reservations made yesterday
C. Rate check / Rate variance
D. Housekeeping status reports
- Anticipate low occupancy periods and/or low housekeeping staff availability and coordinate blocking of rooms with Manager on Duty.
- Run Departures List, In House List, Vacant Room List and Arrivals List Daily as per the company requirements. For Night Audit, run Night Audit Package Reports (Hotel Statistics, Final Audit, Clerk Activity, All Transactions)
- Perform necessary functions for setting up the next shift.
- Assist guests with reports of lost/stolen articles and enter into HotelKey under Lost/Found section following hotel policy.
- Conduct daily check of Reminders in current HotelKey pms system and follow-up and resolve any In House feedback provided from guest and enter all remarks and resolution in Stay Tab for Room number that shows in Reminder(s).
- Ensure safety & security of guest room access at all times.
- Assist front office management team in researching disputed charges as requested
- Review the arrivals report for accuracy. Check printed registration cards against information on the arrivals report, rectify and deficiencies as needed.
- Ensure that all VIPs are pre-registered according to standards.
- Work closely with housekeeping management to ensure accurate status of each room, readiness of rooms for check-in and to report any guest concerns.
- Enter all guest maintenance issues into Hotel Service Pro. Follow up to make sure that issues have been resolved by maintenance staff in a timely manner.
- Print special requests report and block rooms according to specifications.
- Balance room types throughout day.
- Print credit check report and review status of each account. Follow up on accounts beyond approved credit limit.
- Review Arrivals report and prep for check-in/preregistration prior to upcoming weekend.
- Coordinate delivery time of amenities with food and beverage to ensure timely delivery.
- Review requests for late check-outs and obtain proper approval from management. Communicate information to housekeeping department.
- Check for any special shuttle service requests.
- Print report for room discrepancies, rectify with housekeeping management and update PMS system accordingly.
- Ensure that all shift checklists are completed.
- Communicate all pertinent information to the next shift, especially as it pertains to “follow up” items.
- Maintain confidentiality of guest information and hotel data.
Guest Relations
- Is proactive and demonstrates a sense of urgency when dealing with guest concerns.
- Is readily available and approachable to all guests.
- Interact with guests on a frequent basis to obtain feedback about their experience.
- Anticipate the needs of large groups or high-profile guests in order to deliver flawless service.
- Be visible at the front desk during shift. Never leave the front desk unattended.
Team Interaction
- Encourage and build mutual respect and cooperation among team members.
- Communicate effectively with all property team members.
- Respond in a timely manner to all members of the Management Team.
- Be professional and courteous towards team members at all times.
Company/Brand Policies & Procedures
- Ensure that all brand standards are adhered to and that the brand culture is promoted within the department.
- Adhere to safety policies and procedures to ensure a safe working environment for all team members.
Qualifications
- High School diploma or equivalent.
- Ability to perform job functions with attention to detail, speed and accuracy.
- Ability to prioritize and organize.
- Clear thinker, remaining calm and resolving issues using good, sound judgement.
- Ability to follow directions thoroughly.
- Ability to stand for long periods of time.
- Able to professionally handle guest complaints.
- Able to work effectively and efficiently with all departments.
- Willing to work flexible hours to include weekends, holidays and late nights.
- Maintain a professional appearance at all times.
- Able to multitask and work in a fast paced environment.
- MUST have a passion for providing “excellent” customer service experience.
*And any other job function deemed appropriate by management*
Job Types: Full-time, Part-time
Pay: $12.00 - $15.00 per hour
Benefits:
- Flexible schedule
- Health insurance
- Paid time off
Work Location: In person
