Guest Services- Night Auditor

Job title: Night Auditor

Reports to: General Manager 

Job purpose

To oversee and coordinate all third shift front desk operations and audit functions, complete all end of day computer requirements, and ensure all financial transactions for the day are verified and are in balance.

Responsibilities

• Prepare daily reports, flash reports for management and ownership and distribute as directed.

• Conduct necessary backup procedures on a nightly basis.

• Prepare VIP, house use rooms, complimentary rooms, and out of order rooms report as directed.

• Handle Express checkouts and ensure their completion.

• Complete all night audit/3rd shift checklists.

• Balance daily postings and revenues.

• Clearly communicate to Front Office Manager and any other department’s information concerning the nightly activities, concerns, or items to follow up on.

• Document and forward to Front Office Manager errors made by department cashiers.

• Prepare and distribute all company required spreadsheet and reports.

• Conduct thorough bucket check. Report all discrepancies to the Front Office Manager.

• Ensure nightly transmission of credit cards.

• Thorough knowledge of all check-in and check-out procedures and policies.

• Thorough knowledge of the procedures involved with relocating a guest to another hotel due to oversold situation.

• Must act as the liaison between the guest and the hotel.

• Protect confidential guest information and guest room key access according to company Standard Operating Procedures.

• Thorough knowledge of PBX Operator responsibilities.

• Thorough knowledge of “wake up call” procedures.

• Thorough knowledge of all emergency procedures and alarm systems to include the fire panel.

• Handle all guest requests and concerns promptly and with a professional and courteous demeanor.

• Thorough knowledge of all hotel rate plans and rate codes, understanding rate strategy when making rate changes for guests.

• Thorough knowledge of all hotel operations, amenities and Reward programs.

• Be familiar with local attractions and businesses.

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.

• Must have at least 1 year night auditor experience in similar size property.

• 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*