What are the responsibilities and job description for the Night Auditor position at Cottontree Management Master?
Position Summary
Oversees front desk during the overnight shift and performs the audit of the hotel to provide accurate and timely financial information on the hotel's operational performance for the day.
Our staff prides itself on providing outstanding hospitality to our guests, and our Front Desk team is a significant part of this.
Essential Duties and Responsibilities
The following essential duties may be carried out with or without reasonable accommodation:
- Performs all duties of the Front Desk Agent, including:
- Receives incoming communications via phone, computer, or other electronic communication and responds appropriately with emphasis on outstanding guest service.
- Delivers amenities to guests rooms.
- In the absence of bellperson or housekeeping, handles minor maintenance tasks.
- Keeps workspace tidy and guest ready.
- Maintains an inventory of vacancies, reservations, and room assignments.
- Processes same day reservations, future reservations, and cancellations.
- Knows room locations, types of rooms available and room rates.
- Registers arriving guests and assigns rooms.
- Coordinates room status updates with the housekeeping department by notifying housekeeping of all updates.
- Coordinates guest room maintenance work with the maintenance division.
- Uses persuasive selling techniques to sell rooms, encourage participation in brand loyalty program, and to promote other hotel services.
- Ensures knowledge of daily activities and meetings taking place in the hotel and reports any unusual occurrences to the manager or assistant manager.
- Manages and resolves all guest complaints in a professional and courteous manner and involves management according to their direction on how to handle complaints.
- Processes guest check-outs and handles monetary transactions and ensures customers' privacy is maintained.
- Maintains a high level of professional appearance and demeanor.
- Helps train new employees.
- Monitors front desk accounting records daily for discrepancies and resolves variances, escalating as needed.
- Compiles information for the hotel's financial records and reports for management.
- Prepares the summary of cash, check, and credit card activities.
- Posts room charges and room taxes to guest accounts and processes appropriate guest payments, ensuring transaction accuracy.
- Verifies all account postings and balances.
- Prepares, sets up, and replenishes breakfast offerings for on-time availability and prior to Breakfast Attendant arrival.
- Conducts security walk throughout hotel property at least once per shift, or as property requires.
- Follows all policies and procedures.
- Performs other duties as assigned.
Knowledge, Skills, and Abilities
- Ability to compile facts and figures.
- Understanding of the basic principles of auditing, balancing, and closing accounts.
- Ability to communicate with guests, hotel staff, and management in a professional manner.
- Knowledge of surrounding areas and local events.
- Ability to understand and adhere to proper credit, check cashing, and cash handling policies and procedures.
- Able to properly secure guest information.
- Ability to learn policies and procedures.
- Skilled in the use of front office equipment and telephone etiquette.
- Ability to work a flexible schedule, including weekends and holidays.
- Ability to use common internet services quickly and accurately.
- Proficiency in computer keyboarding and general computer literacy.
- Problem solving skills. Excellent customer service and de-escalation skills.
- Service and customer orientation.
- Ability to apply good judgment within defined guidelines and rules.
- Able to perform a wide variety of tasks during busy/stressful times.
- General knowledge of chemical safety, bloodborne pathogen safety.
- Ability to collaborate across departments.
- Ability to prioritize competing demands.
- Physical ability to stand or remain stationary at front desk for majority of shift.
- Sufficient ability to traverse interior of property.
- Ability to crouch, bend, and reach to perform tasks.
- Ability to lift 25 lbs. with or without assistance.
Education and Experience
- High school diploma or equivalent preferred.
- Previous hotel front desk experience preferred.
- Minimum 18 years old.
License or Certification Required
- Must have current food handling licenses/permits or obtain within 14 days of being hired and maintain such licenses/permits.
