Description

Night Auditor/ Front Desk Attendant

DEPARTMENT: Front Office

REPORTS TO: Front Desk Manager

STATUS: Non-Exempt

RESPONSIBILITIES:

· Night time senior leadership role dealing with complaints, problem solving, disturbances, special requests and any other issues that may arise.

· Must be able to perform the full night audit 

· Prepare and send out all required daily reports

· Front desk/front office and front of the house operations.

· Hotel guest and Food and Beverage satisfaction.

· Conflict resolution for guests

· Manage and monitor activities of all employees in the Hotel making sure they adhere to the standards of excellence and to the guidelines set in the employee handbook, hotel policies and procedures, coaching, training and correcting where needed.

· Direct and oversee all hotel operations during the night shift to ensure guest satisfaction and safety.

· Inform all Overnight staff of nightly activities, group and VIP arrivals as well as special requests and repeat guests. 

· Check accommodations, making sure any special requests are carried out accordingly, greet guests upon arrival and ensure escort to accommodations if appropriate.

· Maintain a professional and high-quality service-oriented environment at all times.

· Welcome our guests to the hotel in a friendly and helpful manner, ensure that the public areas are kept clean and tidy.

· Occasionally Assist guests with their luggage, be a point of contact for our guests, valet park guest’s cars and other responsibilities to ensure all requirements are met during our guests stay.

· Must actively participate in the decision-making process on guest relocation for nights when overcapacity, execute accordingly and ensure a smooth relocation process. This effort must be coordinated with the Director of Operations and/or Manager/supervisor on Duty prior to shift start.

· Oversee preparation of daily summary reports.

· Be aware and able to enforce all fire-life-safety procedures. 

KNOWLEDGE, SKILLS AND ABILITIES:

· Strong customer-relation skills with a total commitment to guest satisfaction. Must be a "people-person" who thrives on public contact.

· Professional appearance and mannerism.

· Ability to perform all night audit accounting duties.

· Strong communication skills, both verbally and written.

· Accounting and organizational skills.

· Ability to deal with guests when they are angry or upset.

· Ability to work quickly and thoroughly when under pressure.

· Must be flexible and open to changes in procedures.

· Ability to attend to more than one task at a time.

· Technical knowledge of Front Desk operations.

EXPERIENCE: 

· Customer Service and Night Audit experience required.

PHYSICAL DEMANDS:

· Must be able to stand for long periods of time.

· May include crowded office setting or “close quarters”.

· General office environment with limited physical activity.

· Must be able to work a varied shift including nights, holidays and weekends required by business needs.