DECATUR FRONT DESK NIGHT AUDITOR

Summary: Works under supervision of Front Desk Supervisor. Responsible for checking-in/out hotel guests, assuring rooms are prepared & ready to assign to the hotel guests. Responsible for monitoring and overseeing the daily assignments provided by the front desk clerks & completing the nightly audit. Responsible for handling guests’ requests or complaints.

Essential Functions and Responsibilities:

• Verifies and balances entries and records of financial transactions reported by the front desk during day, using adding, bookkeeping, and calculating machines
• Reconciliation of guest payments, running audit reports, calculating revenues, correcting errors, verification of cashier work, guest registration and check-out, and reservations work
• Resolves hanging balances left on guest accounts. Document and communicates any discrepancies and/or resolutions to management
• Investigates and resolves guest complaints and comments regardless of department; follows up with the Director of Hotel Operations and any other applicable department head to resolve the matter to the guest’s satisfaction
• Maintain complete knowledge of and comply with all departmental policies/services and procedures/standards
• Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day
• Maintain positive guest relations at all times. Resolve guest complaints, ensuring guest satisfaction and inform Supervisor
• Maintain complete knowledge at all times of:
  • All property features/services, hours of operation
  • All room types, numbers, layout, décor, appointments and location
  • All room rates, special packages and promotions
  • Daily house count and expected arrivals/ departures
  • Hotel availability status for any given date
  • Scheduled daily group activity
• Verify impressed banks and ensure accuracy of contracted monies
• Document all guest requests, complaints or problems
• Record and relay messages accurately, completely and legibly
• Assist all departments/executives in obtaining appropriate information regarding groups, inventory and guest information
• Verifies and makes corrections to Room Rate Report
• Ensure compliance with all applicable gaming laws and company internal controls, policies and procedures, Title 31, and federal regulations, as they apply to the position
• Provide outstanding guest service in a timely manner to both guests and fellow team members that meets the company’s guest service culture standards
• Perform other duties as assigned

Qualifications

• Previous experience working in a front desk, reception, or customer service position
• Previous experience in Leadership role
• Three to six months previous experience in a night audit position preferred
• Previous experience working in the gaming/hospitality industry preferred
• Previous experience resolving challenges or guest complaints within other departments preferred
• Previous experience with LMS preferred
• Able to compassionately work with upset guests in an effort to resolve their concerns
• Ability to read, analyze, and interpret guest room bills
• Able to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, and decimals
• Comfortable promoting hotel room product and explaining different types of rooms available to guests
• Ability and willingness to promote the property and property events and amenities
• Ability to work efficiently and accurately with cash, on a computer, and a 10-key machine
• Able to work efficiently with minimal supervision
• High school diploma or equivalent preferred
• Ability to effectively communicate in English, both written and verbal
• Verify right to work in the United States

Work Cards

• None

Physical Requirements

• Regularly walk, sit, stand or stoop.
• Occasionally lift, carry, push, pull or otherwise move objects weighing up to 50 pounds
• Use tools or equipment requiring a high degree of dexterity
• Vision, hearing, speaking and literacy (critical)
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus
• Communicate via radio

Work Environment Potential Conditions

• Work inside in a noisy, smoky, and hot or cold environment

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. Other duties, responsibilities, and activities may change or be assigned at any time with or without notice. Must be able to perform the essential functions of the position with or without reasonable accommodation.