Job description

Title: Night Auditor
Direct Report: Assistant General Manager/Guest Service Manager
Responsible for: Running overnight duties at the Front Desk
Liaises with: Guests, Housekeeping, Maintenance, Management

Primary Objective of Position
To verify that all guest accounts are correct and in balance, accurately collect and record all reports relating to the total sales of the day and perform the duties of a Guest Service Agent during the overnight shift. To embrace the values of the Company culture and Guiding Principles.

Major Areas of Accountability

1) Meets and exceeds the expectations of the guests by providing outstanding guest service.

• Participates in the prompt and courteous check in and checkout of guests.
• Provide gracious and efficient telephone service as it relates to general PBX calls.
• Calls should be answered promptly and knowledgeably, always ensuring complete and accurate information.
• Demonstrates a working knowledge of all services, facilities and programs of the hotel and effectively assists the hotel’s guests.
• Responds to guests’ requests promptly, efficiently, and courteously.
• Communicates effectively.
• Arranges fulfillment of guest services by working with housekeeping, maintenance, and food and beverage where applicable.
• Stays current with developments in the hotel by reviewing the communication log book each shift; updates log book for next shift.
• Resolve conflicts and negotiate effectively.
• Demonstrates teamwork by cooperating, assisting, and communicating effectively with co-workers
• Properly processes guest’s mail, messages, packages, and wake up calls.
• Provide concierge service – fluent knowledge of area, attractions, restaurants, special events, and guest amenities.
• In oversold situations, make accommodations for “walked” guests.
• Ensure wake up calls are delivered in a timely fashion.
• Deliver express check-outs and newspapers as assigned or requested by guests.
• Deliver requested items to guestrooms such as rollaway beds, cribs, pillows, towels, luggage etc.

Night Auditor

2) Increase sales volume and profitability.

• Maximize revenue per available room using knowledge of rates, selling restrictions and strategies.
• Maximize room occupancy utilizing agreed upon overbooking policy, out of order rooms and upgrades.
• Maximize sales productivity by using proper sales techniques.
• Promote food and beverage outlets within hotel, where applicable.
• Maintaining and stocking Pantry/Suite Shop Ensure all guests establish credit upon check in.
• Monitors guest accounts to ensure adherence to hotel credit limits by completing high balance report and verifies accuracy of registration information.
• Ensure all charges are correctly entered on the guest’s bill, credit card control procedures are strictly adhered to, and accounts are balanced daily.
• Accurately close shift by getting appropriate approval signatures and authorization codes.
• Verifies and balances daily charges for all departments to guest folios, master accounts, and house accounts; makes corrections as necessary.
• Completes the nightly processing sequence to close the current day’s sales.
• Transmits the credit cards nightly.

3) Ensures the property consistently maintains a clean, hospitable and professional environment.

• Adheres to Hotel’s standards of operations.
• Ensuring compliance with licensing laws, health and safety and other statutory regulation.
• Maintains clean, safe and secure environment for guests and associates.
• Patrol the premises to maintain order, enforce regulations and ensure the observance of applicable laws.
• Ensure associate, front and all side entrances are secure and unobstructed.
• Maintain a clean, pleasant, and professional image to the guest.
• Follows hotel’s grooming and dress standards and wear the proper uniform at all times.
• Attends work on time as scheduled.

4) General Job Performance Requirements.

• Serve as Manager On Duty when required.
• Associate is expected to work in other areas of the hotel when needed to assist operations and to perform job duties not necessarily contained in this job.
• Informs immediate supervisor promptly and fully of all problems or unusual matters of significance.
• Performs all duties and responsibilities in a timely and efficient manner in accordance with established company policies and procedures to achieve the overall objectives of this position.
• Maintains a favorable working relationship with all other company associates to foster and promote a cooperative and harmonious working climate.
• Working knowledge of Microsoft Excel and Word.
• Advanced working knowledge of property management software systems.
• Working knowledge of switchboard and telephone etiquette.
• Excellent communication, organizational and guest service skills required.

Night Auditor

• Able to stand for long periods of time.
• At all times projects a favorable image of the Hotel to the public.
• Performs other duties as assigned, requested, or deemed necessary by management.

5.) General Physical Requirements. The following are the customary physical efforts required to perform the essential functions of this job with or without accommodation.

• Move, transport, put, install, remove, replace, position, place, and transfer.
• Move about or to, position self.
• Operate, adjust attach, position, set up, handle, tend to activate, apply, measure, use, modify, input, compile, retrieve, make, create, collect, inspect, prepare, service.
• Stand for extended periods of time.
• Communicate, converse, discern, convey, discuss.
• Determine, identify, recognize, perceive, estimate, judgment, compare, observe, assess.
• Ability to bend, lift, kneel, and be in motion for the full day.
• Must be able to move continuously during work hours and able to lift and/or carry 50 pounds.

Education and/or Experience

One to three months related experience and/or training. High school diploma; or equivalent combination of education and experience.

Competencies

• Be at work consistently and on time; Arrive at meetings on time.
• Able to read and interpret written information.
• Able to work alone or with others.
• Able to deal with frequent change, delays, or unexpected events.
• Follow instructions, respond to management direction; Take responsibility for own actions; Complete tasks correctly and on time or notify appropriate person with an alternate plan.
• Follow policies and procedures; Use time efficiently. Conserve organizational resources; Generate suggestions for improving work. Demonstrate accuracy, thoroughness and attention to detail.
• Observe safety and security procedures; Report potentially unsafe conditions; Use equipment and materials properly.
• Manage difficult or emotional customer situations; Respond promptly to customer needs and requests for service and assistance.
• Identify and resolve problems in a timely manner; Develop alternative solutions; Use reason even when dealing with emotional topics.
• Display willingness to make decisions; Understand business implications of decisions; Include appropriate people in decision-making process.
• Contribute to building a positive team spirit; ask for and offer help when needed.
• Treat people with respect; Approach others in a tactful manner; Follow through on commitments; Work with integrity and ethics; Uphold organizational values.
• Maintain confidentiality; Listen to others without interrupting; Keep emotions under control. React well under pressure.
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent.

Night Auditor

The above is not to be considered a day-to-day description of all duties to be performed. Any task assigned, requested, or deemed necessary by your supervisors should be considered to be a part of your responsibilities.

Job Type: Part-time

Pay: $14.75 - $16.00 per hour

Benefits:

• Employee discount
• Flexible schedule

Schedule:

• 8 hour shift

Ability to commute/relocate:

• Utica, NY 13502: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Hotel experience: 1 year (Preferred)

Work Location: One location

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