Job Title: Night Auditor
Reports To: General Manager
FLSA Status: Non-Exempt
Summary: The Night Auditor is responsible for checking guests into the hotel while reconciling the previous day’s business.
Essential Duties and Responsibilities:
- Processes guest check-in and check-out in a hospitable and friendly manner
- Provides good customer service
- Enforces and executes all cash handling, check, and credit policies in order to accurately balance transactions, charges and payments, and guest billing
- Delivers all guest messages, mail, and packages in a timely manner
- Maintains accurate guest and room status information by completing thorough reviews as assigned
- Operates front desk equipment including but not limited to: switchboard and PMS
- Maintains consistent communication especially with all departments
- Completes necessary shift paperwork and ensures accuracy on: shift checklist, log book, courtesy call back log, and all other forms or checklists assigned.
- Verifies credit cards for authorization using electronic acceptance methods
- Closes guest accounts at time of check out and assures satisfaction
- Research's and attempts to resolve problem within established guidelines
- Completes the reservation process for both guest rooms and meeting rooms ensuring the correct rate from the Property Management System is provided
- Performs an average score of at least 5 on two test calls per calendar year
- Completes coaching calls as required
- Assists with cleaning up the lobby and setting up and monitoring the breakfast bar
- Processes all PMS reports to close and reconcile the previous day’s business
- Submits the Drift Report to the corporate office
- Operates the laundry as directed
- Completes a minimum of 2 Internet sales leads per week instructed by the General Manager
- Performs all other duties as may be assigned
Competencies:
- Customer Service - Manages difficult or emotional client and employee situations; Responds promptly to client and employee needs; Solicits client feedback to improve service; Responds to requests for service and assistance; Meet commitments.
- Safety - The employee is safety conscious about the work environment and equipment. The work area is free of debris to prevent trip and slip hazards. All products and equipment are stored in its proper location. All safety guards and other safety devices are in its proper location, are functional, and utilized effectively on a consistent basis. Standard operating procedures, safety work rules and good general manufacturing practices are followed on a daily basis.
- Communication: Ability to read, analyze, and interpret documents. Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community. Ability to interact clearly and effectively, in both written and oral communication, with supervisor, clients, staff, vendors, etc.
- Computer Skills: General computer knowledge including but not limited to: Excel, Word, Microsoft Outlook, Access database, Adobe, and Internet Explorer. Website training a plus.
- Problem Solving - Identifies and resolves problems in a timely manner; Develops alternative solutions; Uses reason even when dealing with emotional topics.
- Professionalism - Approaches others in a tactful manner; Reacts well under pressure.
- Time Management – Prioritizes work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Develops realistic action plans.
Qualifications:
Education and/or Experience: High School Diploma (or GED or High School Equivalence Certificate) preferred.
Physical Demands:
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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
This job requires the employee to regularly talk or hear and frequently to stand; walk; use hands to finger, handle, or feel; and reach with hands and arms. The employee is occasionally required to sit, stoop, kneel, crouch, or crawl. The employee must frequently lift and/or move up to 30 pounds. Specific vision abilities required by this job include close vision, far vision, color vision, peripheral vision, depth perception, ability to adjust focus, climbing stairs, grasping, and pushing/pulling.
