Night Auditor / Guest Services agent

Position Summary :

A Night Auditor must have a positive and professional personality with a desire to deliver outstanding customer service to our guests to make the guest experience memorable. Provide accurate and timely financial information on the hotel's operational performance for the day by auditing activities, reconciling accounts and processing payments properly.

Oversees front office operations during the overnight shift normally 11 PM to 7 AM shift.

Duties and Responsibilities :

− Able to work a flexible schedule and adhere to start times.

− Wear proper attire and a nametag while on shift. Keep personal appearance professional.

− Complete all required company and brand-specific training and / or certifications on time.

− Acknowledge guests in public areas with warm friendly greetings. Use the 5 / 10 rule.

− Ability to courteously engage with, attentively listen to and professionally respect diverse groups of guests.

− Anticipate and address guests' service needs. Respond to guest requests and inquiries promptly and in a professional manner. Attend to any guest complaints and take service recovery measures if required.

− Be knowledgeable about daily hotel operations, check daily event sheets, bulletin boards and Pass It On logs to stay current on all changes, new procedures and events.

− Perform accurate check-ins & check-outs as well as other necessary Property Management System functions.

− Answer the telephone in a timely and professional manner.

− Make reservations over the phone using proper sales techniques.

− Efficiently handle all payments received and the cash drawer is kept balanced.

− Follow and complete the appropriate shift checklist.

− Responsible for maintaining and recording accurate documentation regarding registration, changes, charges, customer service logs and maintenance issues.

− Prepare a summary of cash, check, and credit card activities, reflecting the hotel's financial performance

for the day.

− Run end-of-day process in property management software (PMS).

− Able to understand principles of auditing, balancing, and processing.

− Ensure all hotel keys are distributed to the appropriate parties and guest privacy is maintained.

− Maintain a safe, secure and healthy work environment by following safety and security protocols and complying with hotel policies and procedures.

Physical, Mental and Environmental Demands :

− Must be able to push and pull up to 50 lbs. and carry up to 20 lbs.

− Be able to bend, reach, kneel, pivot and grip items while working at the assigned desk area.

− Must have the manual dexterity and coordination to operate all office equipment.

− Must be able to adjust to changing priorities and simultaneously complete multiple assignments despite interruptions.

Skills, Educational Background, Experience and Basic Expectations :

− High School Diploma or GED required.

− Experience handling cash, accounting procedures, and general administrative tasks.

− Excellent communication, customer service, and time management skills.

− Able to organize, plan and manage workload.

− A team player, yet able to work independently.

− Excellent computer skills, specifically Microsoft Office and use of the internet.