The Night Auditor is responsible for providing quality guest service as it pertains to: Checking in/out of hotel guests; reservations services; and concierge services in a gracious manner. Responsible for all final revenue and charge postings including the discovery and correction of front office accounting errors (procedural controls), balancing the day’s transactions and performing the Night Audit (Balance all income for each department as well as payments received against vouchers, and property management system totals). Additionally, the Night Auditor is responsible for creating accounting and managerial reports. The Night Auditor also prepares for the next day’s business activities. Demands accuracy with the daily accounting procedures.

Salary range $18/hr - $21/hr

• Check-in and check-out hotel guests in a confident, professional, and friendly manner. Initiate upgrades offer and other upsell programs to maximize revenue
• Direct guests to their rooms and provide information about resort amenities and events, such as restaurant and bar hours, wellness activities, etc...
• Provide gracious and efficient guest communication. Calls and emails should be answered promptly and knowledgeably, always ensuring complete and accurate information.
• Provide Concierge service - fluent knowledge of local restaurants, special events, city attractions, and guest amenities.
• Maintain complete knowledge at all times of:

1. all hotel features/services, hours of operation.
2. all room types, numbers, layout, décor, appointments and location.
3. all room rates, special packages and promotions.
4. daily house count and expected arrivals/departures.
5. room availability status for any given day.
6. scheduled daily group activities.

• Complete all items as listed on shift checklists.
• Ensure proper guest credit procedures are handled according to the hotel’s credit policy.
• Review all prior shift work, including reservation arrivals.

• Audit House Accounts daily charges against vouchers and property management system totals.
• Complete a Rate Discrepancy Report to determine all inappropriate rates.
• Initiate Night Audit process in the Property Management system HMS.
• Prepare all management reports for hotel management.
• Take, record and relay messages accurately, completely, and legibly using ALICE system.
• Accept, record, and complete wake-up call requests.
• Communicate VIP arrivals and essential information on what is happening on property to every Team Member using the Snapshot
• Meet with incoming Guest Services Agent to review follow-up items.
• Knowledge of hotel fire, emergency, and safety procedures.
• Keep the front desk as well as lobby areas clean and well organized.

Essential:

• Ability to satisfactorily communicate (interact, understand, & respond) with guests, co-workers and management to their understanding.
• Ability to perform assigned duties with attention to detail, speed, accuracy, follow-through, courtesy, cooperativeness and work with a minimum of supervision.
• Ability to accurately compute and manipulate mathematical calculations.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Ability to effectively deal with internal and external Guests, some of whom will require high levels of patience, tact, and diplomacy to defuse anger.
• Ability to work well under pressure and multitask
• High school graduate.
• Punctuality and reliable attendance.
• Interpersonal skills and the ability to work well with co-workers and the public

  Desirable:

• Previous guest relations training.
• Previous experience with automated property management system.
• Previous hotel experience and knowledgeable of hotel operations

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