General Job Description
The Night Auditor accurately maintains records of all hotel sales transactions and assists the Front Desk while providing service to guests during the evening and overnight hours.
Pay Range
$16.00 - $17.00 per hour
Education and Experience
- High school diploma/GED, (advanced education/coursework desired)
- Previous hotel/hospitality or customer service experience; one year experience with front desk or customer-facing role (e.g., cashier, sales)
- one year of bookkeeping and/or general accounting experience
- Upbeat and friendly interpersonal skills; and a sincerely helpful demeanor.
Auditing Duties:
- Audit daily guest ledger
- Collect entries from all departments
- Verify and balance entries
- Rectify discrepancies
- Ensure accurate folio charges
- Prepare management reports
Guest Representative Duties:
- Be alert, smile and continuously project a helpful attitude
- Provide the highest quality of service to the customer at all times
- Stay current on all emergency procedures and acts accordingly
- Greet and register guests and provide room assignments, accommodating special requests whenever possible. Assist in the pre-registration and blocking of reservations
- Have working knowledge of reservations procedures, sell reservations and know cancellation procedures
- Handle guest check-ins and check-outs efficiently, in a friendly and professional manner
- Provide information to all guests in a courteous and informative manner, all while maintaining confidential information
- Handle complaints courteously. When necessary, relay through supervisor for appropriate action
- Handle lost and found
- Communicate with incoming shift by logging pertinent information in the front office log
- Ensure that all cash, checks, and miscellaneous departments are in balance at the end of each shift
- Complete appropriate shift checklist daily
- Keep housekeeping informed of any special requests, late checkouts, and special need areas in the hotel
- Answers transfers, recalls, and all incoming calls in a timely and friendly manner
- Receive and transmit mail, phone calls, and messages for guests
- Answer inquires pertaining to hotel services, shopping, dining, entertainment, and travel directions
- Assist guests in obtaining information. Call airlines, rent-a-car, companies, etc.
- Post room charges, food and beverage charges, phone charges, and compute guest bills using hotel Computer system. Collect payments and make changes for hotel guests following all handling procedures as required
- Ensure adequate key cards are available for assignment of guestrooms
- Promote repeat business by offering to take future reservations upon checkout and by providing recommendations for alternate BHG products/services
- Keep the front office area neat, clean, and free of safety hazards
- Maintain knowledge of the hotel, hotel staff, hotel services with hours of operations, room locations, types of rooms and room selling strategies, hotel rates and discounts, hotel credit and check cashing policies and procedures, and know how to handle each
- Responsible for proper telephone etiquette
- Develop a thorough knowledge of the hotel's computer system. Has understanding of in-house computers and monitors computer accuracy to ensure maximum occupancy
- Be aware of new potential sales contacts through guest interaction and report the information to the Sales Department
- Wear proper uniform and name tag at all times in accordance with the policy
- Attend front office meetings
- Adhere to all work rules, procedures and policies established by the company, including, but not limited to, those contained in the Employee Handbook
- Perform all other duties as assigned by management
