Night Auditor

POSITION PURPOSE

To balance all daily work for the hotel. To post and balance charges in a timely and efficient manner. To be continuously present at the front desk to greet and register guests with sincere hospitality and effective communication skills, and close out guest accounts upon completion of stay to meet Hilton’s high standards of quality.

EXAMPLES OF DUTIES

ESSENTIAL FUNCTIONS:

Posts and balances all hotel work for each day.

Prepares restaurant audits to break down and balance restaurant figures.

Maintains presence at the front desk. Completes the registration process quickly and accurately by inputting and retrieving information with routine difficulty from a computer system, confirming pertinent information including number of guests and room rate. Promotes Hilton marketing programs. Makes appropriate selection of rooms based on guests needs. Codes electronic keys. Non verbally confirms the room number and rate with guest. Provides welcome folders containing room keys, certificates and coupons as appropriate. Requires continual standing and movement throughout front office area.

Closes guest accounts at time of check out and ascertains satisfaction. In the event of dissatisfaction, negotiates compromise, which may include authorizing revenue allowances.

Greets customers immediately with a friendly and sincere welcome. Offers services and up sells as directed by management, consistent with customer needs. Uses a positive clear speaking voice, listens to understand requests or problems, responds with appropriate action, solutions and follows through. Provides accurate information such as outlet hours and local attractions.

Processes credit cards for final processing, performs complex end of day computer tasks, closes out outlet registers throughout hotel, performs calculations on adding machine. Enters revenue figures on computer spreadsheet. Uses analytical reasoning to resolve mathematical and logical errors in paperwork. Processes zip out checkouts. Delivers zip-out folios and newspapers throughout hotel and slides UNDER guest doors.

Verifies and imprints credit cards for authorization using electronic acceptance methods. Handles cash, makes change, and balances an assigned house bank. Accepts and records vouchers, traveler’s checks and other forms of payment. Performs accurate, moderately complex arithmetic functions using a calculator. Posts charges to guest rooms and house accounts using the computer.

Promptly answers the telephone using positive and clear English communication. Inputs messages and wake up calls into the system. Directs calls to other staff and guests as appropriate, efficiently and professionally, verifying guest name and room number as consistent with security procedure. Retrieves messages and communicates the content to the guest. Retrieves mail, small packages and facsimiles for customers as requested.

Handles all computer problems that might occur through the shift. Conducts a bucket check nightly.

Communicates with security to ensure guest’s safety is met and the security is continuously conducting rounds of the entire premises including outside and parking lot.

Remains calm and alert, especially during emergency and or heavy hotel activity, and resolves complications such as location changes, credit issues guest anger or stress.

Fields guest complaints, conducting thorough research to develop the most effective solutions and negotiate results. Listens and extends assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc. Plans and implements detailed steps by using experienced judgment and discretion while displaying sincere concern.

Other:

Regular attendance in conformance with the standards, which may be established by Hilton from time to time, is essential to the successful performance of this position. Team members with irregular attendance will be subject to disciplinary action, up to and including termination of employment.

Due to the cyclical nature of the hospitality industry, team members may be required to work varying schedules to reflect the business needs of the hotel.

Upon employment, all team members are required to fully comply with Hilton rules and regulations for the safe and efficient operation of hotel facilities. Team members who violate Hotel rules and regulations will be subject to disciplinary action, up to and including termination of employment.

SUPPORTIVE FUNCTIONS:

In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the supervisor based upon the particular requirements of the hotel.

· Summons assistance to escort guests to their rooms as appropriate.

· Provides safety deposit boxes for guests by escorting them to the vault, pulling box from vault and carrying it to the customer. Files access slips in room order.

· Checks inventory for and monitors the The Shop.

· Operates fax machine to send, receive and log incoming transmissions. Notifies guests of incoming faxes.

· Uses photo copier to make copies of items as required.

· Files registration cards from the files for each check out.

· Lifts, stores and moves supplies and boxes weighing up to 50 pounds.

· Turn in on a daily basis a shift checklist signed and dated stating completion of daily work assignments for that day.

· Other duties as assigned by the team leader or manager.

SPECIFIC JOB KNOWLEDGE, SKILL AND ABILITY

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of skills and abilities.

• Ability to effectively deal with guests, some of whom will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts.

• Advanced mathematical skills and considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error.

• Ability to listen effectively and to speak English clearly to communicate with customers and team members to provide excellent service.

• Hearing and visual ability to observe and detect signs of emergency situations and to access and accurately input information using a moderately complex computer system.

• Ability to lift and transport metal deposit boxes weighing up to 20 lbs.

• Ability to analyze information and make effective judgments.

· Ability to read, listen and communicate effectively in English both verbally and in writing.

· Ability to perform several functions simultaneously and adapt to varying levels of business activity.

· Ability to stand and move throughout the front office and continuously perform essential job functions for at least an eight hour shift or more.

· Ability to grasp, lift and/or carry a maximum of 50 pounds.

QUALIFICATION STANDARDS

Education:

Any combination of education, training, or experience that provides the required knowledge, skills, and abilities. High school diploma preferred.

Experience:

No prior experience required. Prior hospitality experience preferred.

Licenses or certificates:

None.

Grooming:

All team members must maintain a neat, clean and well-groomed appearance (specific standards available).

Other:

Ability to speak another language in addition to English is not required but preferred.

Job Types: Full-time, Part-time

Pay: $18.00 - $19.00 per hour

Benefits:

• Dental insurance
• Health insurance

Schedule:

• 8 hour shift
• Night shift

Work setting:

• In-person

Education:

• High school or equivalent (Preferred)

Experience:

• Hotel Experience: 1 year (Required)
• Front Desk: 1 year (Required)

Work Location: In person