The Night Auditor verifies daily accounting activity and is responsible for the accurate compilation of all reports for management's review the next day. In a Front Desk Agent capacity, greets guests, processes check-ins and check-outs, issues room keys, answers questions, and resolves guest requests in safe and efficient compliance with policies and procedures, brand standards, and federal, state and local regulations. Processes guest bills and collects payments in compliance with cash handling, credit card processing and accounting policies and procedures. Promptly reports emergencies, accidents, injuries, missing articles, damage, engineering items and safety hazards to management. Reports any deviations from policies, procedures, brand standards and regulations to management.
Complies with all guest service basics such as uniforms, name tags and proper guest greeting. Knowledgeable on hotel facilities and services to assist guests as appropriate. Ensures all communication containing Company, hotel, brand and guest information is consistent with privacy policies, practices and regulations. Impresses guests with quality and timely service in a pleasant and friendly manner.
This position requires an overnight shift.
Essential Functions- Reviews room and tax postings for accuracy.
- Balances department totals.
- Ensures all house charges are posted accurately and in a timely fashion.
- Balances ledgers.
- Completes all room night audit reports.
- Balances all credit card room charges.
- Process guest check-ins and room assignments following the hotel's rate structures, discounts and sell/upsell strategies. Accommodate special requests when possible.
- Process check-in/check-out and collect payments in compliance with cash handling, credit card processing and accounting policies and procedures.
- Answer inquiries about hotel services, in-house events, directions, local attractions, etc. Assist guests with check cashing, safety boxes, additional guest room keys, transportation, etc.
- If necessary, walk guests in a professional and courteous manner and in compliance with policies, procedures and brand stands.
- Pre-register, block reservations and, as appropriate, take same day and future reservations. Cancel room reservations according to policies and procedures.
- Ensure release of any Company, hotel, brand and guest information is consistent with privacy policies, practices and regulations.
- On time and at work when scheduled and in proper uniform.
- Perform special projects and other responsibilities as assigned.
- Participate in task forces and committees as requested.
- Consistent professional and positive attitude and actions when communicating with guests and associates.
- Ensure maintenance problems are promptly reported through proper channels.
- Comply with all company policies and procedures.
- Practice safe work habits and comply with sanitary, safety, security and emergency procedures.
- Write shift reports including reports on any incidents of theft, accidents or injuries when assigned.
- Check with manager/supervisor before leaving work area for any reason.
- On time and at work when scheduled, and in proper uniform.
- Attend department meetings as scheduled.
- Respond to guest requests, concerns and problems to ensure guest satisfaction.
- Report any incidents of guest dissatisfaction or other matters of significance to manager so that corrective measures may be taken.
- Any other tasks/duties as requested by management.
Qualifications - High School diploma/GED required
- Previous experience in hospitality preferred
- Customer service experience required
- Experience handling cash, credit card procedures, and use math concepts
- Attention to detail and organized
We are an equal opportunity employer and prohibit discrimination/harassment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.