Job Description As a
Hotel Night Auditor, you will fill a pivotal role in ensuring guest satisfaction through check in, check out, and attentive coordination of hotel services for each guest. You will be focused on optimizing each guest's experience by promoting hotel services, facilities, and outlets. You will provide information of upcoming events and functions in the hotel and surrounding areas. The Hotel Night Auditor accurately balances and audits the hotel's income and expenses for the current 24-hour period.
Essential Duties and Responsibilities - Be incredibly friendly, customer-centric, and have knowledge of the local area.
- Have strong computer skills and point of sale experience.
- Register guests into the hotel in a prompt and courteous manner using up-selling techniques to maximize room rates; prepares for group check-ins, check-outs, and VIP arrivals.
- Greets, registers, and assigns rooms to guests.
- Answers phone in a prompt, efficient, and friendly manner.
- Respond quickly to guest requests or complaints in a friendly manner and appropriate action is taken. Follows up to ensure guest satisfaction. Uses creative reasoning to overcome guest objections and concerns and to ensure 100% satisfaction.
- Balances and audits for accuracy room revenue, all room and tax charges, cashier's reports and guest and house accounts, food and beverage revenue and telephone revenue; assists in the preparation of all reports relevant to daily revenues.
- Completes and transmits daily management and accounting reports and supporting documents; prepares customer tracking report, market segmentation report, food and beverage revenue report necessary to ensure the accurate accounting of hotel revenues and expenses.
- Provides a professional image at all times through appearance and dress.
- Be mindful of personal hygiene and grooming
- Adhere to property's health & safety guidelines
- Ability to work under pressure and in a fast-paced environment
- Maintain knowledge at all times of:
- All hotel features/services, hours of operation.
- All room types, numbers, layout, décor, appointments and location.
- All room rates, special packages and promotions.
- Casino marketing and event information
- Daily house count and expected arrivals/departures.
- VIP Arrivals
- Room availability status for any given day.
- Scheduled daily group activities.
- Maintain accurate knowledge of scheduled functions within the hotel to direct guests to correct locations.
- Maintain accurate knowledge of local attractions and activities to recommend for guest inquiries.
- Relay accurate directions to guests on inquiries of transportation within the local area.
- Attend and respond to HotSos orders and communications.
- Answer telephone within three (3) rings using correct greeting and telephone etiquette.
- Answer radio as assigned.
- Handle guest complaints immediately.
- Enroll Guests into World of Hyatt loyalty program during check-in process.
- Provide guest welcome amenity at check-in.
- Book future reservations upon guest request
- Cover Front Desk schedule when needed.
- Carry radio on you at all times, with hotel earpiece.
- Perform other duties as assigned by management.
Job Requirements - High School diploma or equivalent required
- Must be able to obtain and maintain appropriate license through New York State Gaming Commission
- Knowledge of accounting principles
Essential Duties: - Ability to satisfactorily communicate in English (speak, read, write) with guests, co-workers and management to their understanding.
- Ability to perform assigned duties with attention to detail, speed, accuracy, follow-through, courtesy, and cooperativeness.
- Demonstrates a working knowledge of our marketplace; actively and collaboratively assists in building the best practices necessary for the company's success.
- Attention to detail and organizational skills
- Guest service oriented
- Willing to work as a team member
- Comfortable interacting and engaging in conversation
- Demonstrates a consistent regard and dedication to our guests, vendors, colleagues, and the company
- Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact, and diplomacy to defuse anger.
- Ability to work well under pressure of check-in/check-out of guests and handle multiple tasks.
- Punctuality and regular and reliable attendance.
- Ability to work flexible schedule (AM, PM, Overnight, Weekends & Holidays)
Work/Educational Experience - Must be at least 18 years old, possess a high school or equivalent diploma and have the ability to obtain the appropriate license pursuant to the New York State Lottery regulations
- Must have one year of hotel, customer service, and/or accounting experience.
- Previous hospitality experience preferred
The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required of personnel so classified.
Salary Range: $30.48 - $34.41 /hourly Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.