Job Description
Responsible for providing quality guest service as it pertains to checking in/out of hotel guests; PBX operations to include mail/message service; taking hotel reservations; and concierge services in a gracious and professional manner. Position demands accuracy with daily accounting procedures. Job purpose of Night auditor is responsible for performing close of day procedures for the hotel Front Office and account for daily activity by organizing and verifying information; identifying and correcting discrepancies; posting accounts; running and distributing daily reports.
Essential Duties
Check-in and check-out hotel guests in a confident, professional, and friendly manner.
Initiate courtesy call after check-in to ensure guest is satisfied with accommodations as well as offer any assistance
Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day
Provide gracious and efficient telephone service as it relates to general PBX services. Calls should be answered promptly and knowledgeably, always ensuring complete and accurate information
Review arrivals report noting special requests and blocking rooms as necessary for VIP and group arrivals
Complete all items as listed on shift checklists
Bucket checks to be performed by each shift to verify data as it pertains to:
Guest name
Guest address
Room rate
Date of departure
Number of guests in room
Ensure proper credit card procedures are followed at all times to include checking ID matches credit card information, credit card is swiped, and guest signature on registration slip
Adhere to all cashiering procedures: open, secure and balance out shift banks to include the verification of all cash, credit card, and check transactions during a given shift
Issue guest safety deposit boxes as requested
Advise guests of any messages, mail, faxes, etc. received for them
Communicate services and amenities of the hotel to guests
Communicate VIP arrivals to designated personnel for escort and delivery of amenities
Take, record and relay messages accurately, completely and legibly
Offer detailed information on the voice mail system to callers and guests wishing to leave messages
Accept and record wake-up call requests
To follow all specified procedures to audit the shift closing of all front office staff, including personally closing shift three and completing an audit summary for each shift
To produce accurate and timely reports and correctly handle all cash transactions
To provide relief support to the hotel PBX operator during shift
To follow all specified procedures to maintain and post a daily balance of all house accounts, including running preliminary reconciliations, detail transactions and final reports to accounting and profit centers
To follow all specified procedures to reconcile cashier’s reports with the restaurant system each night, researching and posting any unresolved tickets from the day shifts
Balance and audit for accuracy room revenue, food and beverage revenue, cashier’s reports, and guest and house accounts and telephone revenue; assisting the preparation of all reports relevant to daily revenues
Transmit credit card batches
Complete and transmit daily management and accounting reports and supporting documents.
Act as hotel system liaison during night hours
Perform all Guest Service Representative Functions as required; may assist in booking room reservations; may assist in answering hotel phone calls and notifying guests of message
Any and all duties assigned by management
Minimum Requirements
High school diploma or GED required. College degree preferred
Must have minimum of two years’ experience working in related field (hospitality preferred)
Must have proficient knowledge in Microsoft Office
Experience in high volume establishments
Technical proficiency (computer applications)
Previous Customer service experience
Ideal candidate will have some prior hotel reception/auditor experience
Must be able to pass pre-employment testing (i.e. drug test, background check, etc)
Must have full availability and be able to work days, evenings, nights, weekends, and holidays
Knowledge/Skills/Abilities
Ability to read, write and speak English (multi-lingual a plus)
Ability to hear, understand, follow and give written and oral instructions
Ability to deal with stressful conflicts involving groups of people, individuals, and co-workers
Ability to work with large groups of people, and age groups
Ability to plan, organize and conduct a wide variety of activities
Ability to work harmoniously with fellow employees and guests
Follow all company policies and procedures
Ensure uniform and personal appearance are clean and professional
Thank guests with genuine appreciation
Speak with others using clear and professional language
Develop and maintain positive working relationships with others
Abilities (>8 hours per day) reach, bend, twist, pull, push, grasp, walking, standing, stooping, kneeling, running, sitting, climbing, reaching overhead and bending
Ability to frequently (<4 hours per day) lift up to 30 pounds of weight to chest height