The hourly rate for this position is $24
Located in the Heart of Silicon Valley Delta Hotel by Marriott is perfectly located right off the 101 freeway, and just a few minutes from Intel’s world headquarters, other leading high-tech businesses, the Santa Clara Convention Center, Great American theme park and Levi's Stadium - Home of the San Francisco 49ers NFL team!
Delta Hotel by Marriott Santa Clara-Silicon Valley, creates a seamless full-service hotel experience that has been thoughtfully designed with the essential needs of frequent traveler in mind. Guests benefit from services and amenities that provide smart value including fast free Wi-Fi and complementary bottled water each day. By focusing on the details that truly matter, we can make them perfect- welcome to Simple, Made Perfect- Delta Hotel by Marriott.
The Night Auditor / Guest Service Agent is responsible for taking care of all job duties during the night shift at a hotel, including overseeing and servicing all guest requests, keeping all official paperwork up to date and managing the front desk. As a Night Auditor, you will be handling all activities related to accounting and billing, such as balancing accounts from the day shift, preparing cash, credit card and check summaries, adding any charges incurred by guests during the night and correcting any mistakes found. You will also be expected to maintain and ensure that the quality, security and integrity of the hotel are maintained just as diligently as they are during the day shift. In addition, guest service agent will be responsible for taking care of all job duties during their shift at a hotel, including overseeing and servicing all guest requests, keeping all official paperwork up to date and managing the front desk. This position will serve as our guests’ first point of contact and will be located at the hub of the hotel with the most interaction with guests. Your responsibilities will be to manage all aspects of our guests’ experience to include checking in and out our guests, managing reservations and providing information about rooms, rates and amenities. Your role is key to the overall experience of our guests, and your goal is to help create a pleasant and memorable stay with flawless service and interactions.
Duties and Responsibilities
- Get ready for check-ins, check-outs, and VIP arrivals
- Assign rooms and keys to guests.
- Transmit and receive messages using telephone, fax and email or computer.
- Answer phone calls in less than three rings
- Be responsive to any guest inquiries on hotel services, status of rooms, registration and shopping, dining, entertainment and travel directions, etc.
- Keeps records of room availability and guests' accounts.
- Compute bill and collect payments from guests.
- Make, confirm and cancel reservations for guests.
- Post charges to rooms such as food and beverage.
- Assist guests with luggage.
- Perform daily night audit tasks.
- Keep accurate accounts of cash, checks, credit card transactions and guest folios
- Run night audit to ensure all revenues are balanced nightly and in accordance to accounting and night audit procedures.
- Investigate and report any discrepancies to upper management.
- Run market segments report and house account and audit to ensure that room rates are correct.
- Posts nightly room and tax.
- Check system for correct date and time.
- Closes the Restaurant Outlets and print/save end day reports for Accounting.
- Run End Day for Front Office and print/save end day reports for Accounting.
- Print credit card detail and balance sheet.
- Distribute all other reports to designated departments.
- Coordinate services and effectively communicate with other hotel departments, to include maintenance, housekeeping, restaurant, room service, etc. to ensure guest experience is comfortable and seamless from check-in to check-out.
- Advise housekeeping staff when rooms have been vacated and are ready for cleaning and call maintenance for anything that needs to be fixed.
- Assist co-workers and in other departments as requested by management.
- Maintain cross-training of Front Desk and Night Audit operations and job duties; cover and assist where needed.
- Upsell hotel services and amenities.
- Demonstrate exceptional hospitality and genuine care and service to all guests.
- Take care of our guests; welcome and acknowledge them; and express thanks with genuine appreciation.
- On a regular basis, respond to guests’ and employees’ needs and requests; resolve, document and report issues and concerns; and ensure full guest and employee satisfaction.
- Comply with and successfully pass all brand audits and guest satisfaction benchmarks.
- Complete all brand standards training and comply with company, brand and hotel standards of cleanliness, sanitation, quality and expectations.
- Comply with all brand audits and guest satisfaction benchmark.
- Perform all job duties safely and report any maintenance problems, safety hazards, accidents, or injuries.
- Ensure security of guest rooms and privacy of guests and confidentiality of proprietary information and protect company assets.
- Perform pre- and post-shift duties and any other reasonable job duties as requested by management.
Job Knowledge, Skills and Abilities
- Experience as a Night Auditor working night shift or a similar customer service role in a hotel setting, preferably at a Marriott brand hotel.
- Proficiency in Microsoft Office, with ability to be an expert in using hotel-specific computer systems, applications and devices.
- Perform computer-based tasks on a regular basis such as data entry, accounting, word processing, invoicing and billing.
- Primary schedule is from 11pm to 7am with availability to work weekends, weeknights and holidays.
- High school diploma or equivalent a plus.
- Ability to create, read and interpret documents pertinent to the successful operation of the front desk.
- Physical mobility to stand, bend, climb, sit, kneel, walk, or move about the front desk and hotel facilities for extended period across an entire shift.
- Pull, push, move, carry, lift and place objects such as luggage, etc. weighing 55 pounds without assistance and over 55 pounds with assistance.
- Reach overhead and below the knees; bending, twisting and stooping.
- Professional etiquette and exemplary customer service skills.
- Ability to solve problems and diffuse tense situations in in a calm and professional manner.
- Detailed and accurate in daily closing procedures, running reports, and following accounting and night audit procedures.
- Ability to multi-task, prioritize, organize, and manage time.
- Knowledge of safety and security procedures.
- Advance math, bookkeeping and accounting skills.
- Work with little direction or supervision.
- A good listener and able to follow directions.
- Excellent oral and written ability to regularly communicate with guests, corporate office, owners and employees in other departments by telephone, in written form, electronic device, email, or in person.
- Use of positive, polite and respectful tone, voice and body language.
- Flexible, adaptable and give the very best under all circumstances, demands or changes in work.
- Responsive to various situations and quick to embrace and lead change.
- Thrives in a high-performing, high-pressure, fast-pace and deadline-oriented environment.
- Productive, engaged, thorough, accurate and consistent in producing high quality work.
- Punctual and is able to begin each day fully refreshed and prepared for any tasks.
- Thrives in creating an inclusive workplace; everyone is treated equally, fairly and respectfully; and are welcomed and appreciated for their individuality and achievements.
- Ensure uniform and personal appearance are neat, clean and professional.
- Enjoys interacting with people and providing exceptional and genuine delivery of guest service.
- Hospitable, fun, and radiate a positive demeanor. Is service-oriented at heart.
Delta Hotel by Marriott Santa Clara-Silicon Valley is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.
Pay: $24.00 per hour
Benefits:
Experience:
- Hospitality: 2 years (Required)
- Lightspeed: 1 year (Required)
- Night audit: 2 years (Required)
Ability to Commute:
- Santa Clara, CA 95054 (Required)
Ability to Relocate:
- Santa Clara, CA 95054: Relocate before starting work (Required)
Work Location: In person
