Hotel Night Auditor - full time/part time

ESSENTIAL JOB FUNCTIONS

• Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
• Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
• Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
• Maintain positive guest relations at all times.
• Resolve guest complaints, ensuring guest satisfaction.
• Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
• Maintain complete knowledge at all times of:
• all hotel features/services, hours of operation.
• all room types, numbers, layout, decor, appointments and location.
• all room rates, special packages and promotions.
• daily house count and expected arrivals/departures.
• room availability status for any given day.
• scheduled in-house group activities, locations and times.
• all hotel and departmental policies and procedures.
• Access all functions of the computer system.
• Answer department telephone within three rings, using correct greeting and telephone etiquette.
• Establish par levels for supplies and equipment. Complete requisitions to replenish shortages or additional items needed for the anticipated business.
• Ensure that current information on rates, packages and promotions is available at the Front Desk and that all staff are knowledgeable on such.
• Review the daily business levels, anticipate critical situations and plan effective solutions to best expedite these situations.
• Attend scheduled meetings with manager and review all information pertinent to the business.
• Ensure proper grooming and attire; rectify any deficiencies prior to reporting to your workstation.
• Inspect, plan and ensure that all materials and equipment are in complete readiness for service; rectify deficiencies.
• Monitor the hotel front entrance and resolve any congested situations.
• Greet all guests as they enter and leave the hotel.
• Monitor the check-in/check-out process; anticipate critical situations and assist wherever necessary to help alleviate the pressure and to process the guest expediently.
• Maintain communication logs and ensure that guest requests are followed up within 15 minutes.
• Monitor guest mail and ensure that it is processed according to procedures.
• Monitor and ensure that express check-outs (if available) are processed through the system.
• Observe guest reactions and confer frequently with management to ensure guest satisfaction.
• Assist guests with reports of lost/stolen articles, following hotel policy.
• Adhere to hotel requirements for guest/employee accidents or injuries and in emergency situations.
• Contact newly registered guests 15 minutes after check-in to establish guest satisfaction; resolve any dissatisfaction immediately. Document each call according to procedures.
• Ensure security of guest room access.
• Monitor and ensure that all cashiering procedures comply with Accounting policies and standards:
• Contracted banks
• Shortages/overages
• Late charges
• Petty cash/paid outs
• Adjustments
• Posting charges
• Making change for guests (when possible)
• Payment methods/processing
• Settling accounts
• Closing reports
• Cashier reports
• Balancing receipts
• Dropping receipts
• Securing banks
• Review previous night's no-shows, verify and ensure billing of such.
• Assist Accounting in researching all disputed charges and contact guests where required to explain disputes regarding Front Desk procedures.
• Assist staff with expediting problem payments.
• Anticipate sold-out situations and know how many rooms are overbooked. Handle overbooked or “walked” guests.
• Answer all reservations calls and handle according to Resort standards.
• Input reservations into the reservations system as appropriate throughout the day during down time.
• Work closely with Housekeeping management to ensure accurate status of each room, readiness of rooms for check-in and to report guest concerns.
• Print special requests report and block according to specifications.
• Balance room types daily.
• Print credit check report and review status of each account. Follow up on accounts beyond approved credit limits.
• Review resumes for arriving groups; organize and coordinate master accounts and check-in/ pre-registration procedures.
• Print and review masters for departed groups; check accuracy and distribute to Accounting.
• Review requests for late check-outs and approve according to occupancy. Communicate this information to Housekeeping.
• Review all out-of-order rooms daily with respective departments to determine most current status and estimated date for return to room inventory.
• Print report on discrepant rooms, research discrepancies and enter current status accordingly.
• Complete Bucket Check in every shift.
• Ensure that designated hotel entrances are locked at specified times.
• Maintain awareness of undesirable persons on hotel premises and escort off property. Contact Security when available (Special Events).
• Complete work orders for maintenance repairs and submit to Engineering. Contact Engineering directly for urgent repairs.
• Document pertinent information in department log book.
• Complete all paperwork and closing duties.
• Review status of assignments and any follow-up action with on-coming Front Desk Agent.

Job Type: Full-time

Pay: From $17.00 per hour

Benefits:

• Dental insurance
• Health insurance
• Vision insurance

Schedule:

• 8 hour shift
• Night shift

Work setting:

• In-person

Education:

• High school or equivalent (Preferred)

Experience:

• Night audit: 1 year (Preferred)
• Hotel Experience: 1 year (Required)
• Front Desk: 1 year (Required)

Work Location: In person