Night Auditor - Front Desk

JOB DESCRIPTION

A Night Auditor is the first point of contact for our guests. They maintain all stages of the guest’s stay by working with all hotel personnel to ensure a quality customer service experience. Responsibilities include registering guests, assigning rooms, accommodating special requests, and ensuring the guests have a pleasant stay and smooth checkout. Their duties include distributing room keys, registering guests, verifying/modifying reservations, and coordinating effectively with the General Manager, Housekeeping, and Maintenance department. They are also tasked with helping guests with any questions or complaints.

RESPONSIBILITIES AND DUTIES

• Greet guests in a friendly and professional manner upon arrival.
• Inform guests of the hotel's facilities and provide a map at the time of registration.
• Handle guest check-ins and check-outs efficiently and in a professional manner.
• Handle guest issues, complaints, and requests. Proactively resolve problems in a manner satisfactory to both the guests and the hotel.
• Pre-register and produce key cards.
• Process payments and provide final invoices. Handle cashier duties and balance one's bank at the conclusion of the shift. Follow proper cash handling procedures and be able to file and post all charges to guest folios and ledger accounts.
• Assist with answering phones, making reservations, and guests’ requests and inquiries.
• Complete shift checklist and necessary reports.
• Be proficient with check-in, check-out, making reservations, running daily reports, and planning room assignments.
• Monitor guests’ accounts, room inventory, and out-of-order rooms.
• Keep the work area neat and always clean.
• Answer guest questions regarding local area facilities and be able to give proper directions to these areas.
• Demonstrate proper telephone etiquette, transferring calls, and taking accurate messages for guests and employees.
• Prepare and receive deliveries via vendor log.
• Communicate with the incoming shift employees by logging pertinent information.
• Work together with the team to maintain accurate logs such as customer complaint logs, vendor logs, shift notes, etc.
• Coordinate with all hotel departments.
• Assist in setting up breakfast.
• Adhere to the dress code, uniform, and name tags.
• Stand when speaking to guests or when guests walk in.

QUALIFICATIONS

• High School diploma or equivalent required; College coursework in related fields helpful.
• Computer knowledge of Excel and Word.
• Experience in a hotel or a related field preferred but not required.
• Possess a positive and upbeat personality with a desire to deliver outstanding customer service to our guests.
• Demonstrate ability to multitask, be detail-oriented, and be a good problem solver who can effectively resolve guest conflicts.
• Must be able to convey information and ideas clearly.
• Must be able to evaluate and select among alternative courses of action quickly and accurately.
• Must work well in stressful high-pressure situations.
• Ability to perform numerical operations using basic counting, adding, subtracting, multiplying, and dividing.
• Ability to read, comprehend and write simple instructions and/or short correspondence and memos.
• Must be willing and able to work a varied schedule that may include evenings, nights, weekends, and holidays.
• Ability to participate in the creation of an enjoyable work environment.