Hotel Night Auditor

DESCRIPTION OF DUTIES: The primary responsibility of this position is to perform front desk activities and provide exceptional guest services to all guests and visitors. Specific responsibilities include, but are not limited to the following:
1. Responsible for providing a diverse variety of activities in support of Guest First and the Hotel including providing information and responding to guest questions, inquires or concerns.
2. Performs all front desk activities including providing telephone coverage, taking reservations, processing cancellations, checking guests in and out and assigning rooms.
3. Manages all guest special requests and coordinates with housekeeping to ensure guests receive additional amenities, early or late check in or check out.
4. Is responsible for electric stamp date changes and stamps next day coupons.
5. Reconciles Dancing Waters Bar tills and documents total money received and any discrepancies as appropriate for review by the Front Desk Supervisor or Hotel Manager.
6. Provides daily reports to the front desk clerk indicating guest incidents or issues and provides information regarding actions taken.
7. Maintains daily phone log and ensures log placement in appropriate book.
8. Handles guest sales related to newspapers, fishing licenses or other items available at the Front Desk.
9. Reconciles daily newspaper sales and records all information.
10. Reports and documents any guest complaints or concerns to immediate supervisor or manager for review and resolution.
11. Is responsible for the appearance and cleanliness of the front desk area that may include emptying wastebaskets, vacuuming lobby and making guest coffee.
12. Notifies supervisor, manager or security of situations that may affect guests, associates or the Lake of the Torches Resort Casino.
13. Performs other duties as assigned.
POSITION RELATIONSHIPS:
Internal: Frequent contact with all food and beverage, banquet, housekeeping and engineering associates.
External: Continual contact with guests and visitors
SUPERVISION RECEIVED: Receives direction and supervision from the Front Desk Supervisor or the Hotel Manager.
EDUCATION: A high school diploma or equivalent is required.
EXPERIENCE: A minimum of six months experience in customer service and cash handling is preferred.
SKILLS: Must possess excellent interpersonal, communication, organizational, telephone etiquette and customer service skills. Experience with PC’s and related software, cash handling and familiarity with office equipment is required. Must be able to handle and maintain confidential and sensitive information with diplomacy and tact. Must maintain a professional demeanor is stressful situations as necessary.
WORKING ENVIRONMENT:
1. Work Conditions: Majority of responsibilities are performed in a normal office environment.
2. Exposure to Hazards: May be exposed to situations where spills, wet floors, guest, visitor or associate behavior may create undesirable conditions.
3. Physical Requirements: Normal office physical requirements that include walking, sitting, standing, lifting and keyboarding.
BEHAVIORS: The vision, goals and objectives of Lake of the Torches Resort Casino requires the Night Auditor to perform in both a professional and personable manner. The manner in which the employee relates to fellow employees, customers and visitors is considered parallel in importance to technical knowledge and ability. Respect and consideration given to the dignity of each customer, visitor and fellow employee is a requisite of successful job performance.
OTHER: Must attend all mandatory meetings and participate in training and development activities.