Night Auditor

Position Purpose & Summary

The night auditor will be responsible for the hotel, its guests and staff during the overnight shift. The Overnight auditor will assist guests and members with all queries in person, email and phone, guest arrivals and departures, valet, and night auditing functions; make reservations, cancellations and answer questions on rates, hotel facilities, and services with efficiency and professionalism.

Authority and Responsibility:

• Take all necessary action to keep members, guests, and staff safe during the Overnight Shift
• Act as the hotel representative in emergency situations and liaise with the various departments and local authorities until relieved by senior members of the leadership team.

Essential Functions:

• Work independently on the third shift with little supervision to assist guests with all requests and needs.
• Conduct all check in and checkout procedures for the hotel according to hotel standards.
• Have knowledge of Opera Cloud Property management system, Jonas, Jonas Activity management, Kipsu, Sertifi, Resqueue and SpaSoft.
• Have knowledge of entire reservation procedure according to property procedures.
• Handle incoming calls to the property and answer calls promptly by the third ring and in a courteous manner.

• Performs all accounting duties including posting charges, account settlements, and shift closing, and collection of chits and paperwork.
• Performs night audit functions including closing of the day in Opera, Jonas, and Spa Soft.

• Assembles relevant hotel information for daytime shifts to be fully informed.
• Communicates member and guest questions and requests to appropriate departments and tracks requests.
• Knowledgeable in hotel and guest room facilities/services.
• Knowledgeable in hotel room rates and selling strategies.
• Have awareness of the credit policy of the resort, how to credit and bill reservations and how to explain hotel bills and charges.
• Process all transmissions of reservations, changes and cancellations from all sources, telephone, mail, in person, etc.
• Is detail oriented to ensure that all relevant information is notated, and all tasks are complete and communicates as needed with colleagues and other departments.
• Is calm under pressure and uses self-control in challenging situations.
• Is self-reliant and can problem solve to overcome roadblocks and challenges with little assistance.
• Conducts service recovery as needed to ensure that any guest issues are solved or escalated to appropriate departments before the guest departs.
• Review arrival report daily.
• Understand the property's policy on guaranteed and no-show reservations and cancellation policy and communicates to guests and members.
• Ensures that proper telephone manners are always maintained, treating every guest with courtesy and respect in a warm friendly manner and addressing the guest by name.
• Fully versed in the safety and emergency procedures at the property and be effective in communicating with senior leadership.
• Coordinate tasks with other overnight personnel including engineering and overnight cleaners and be a point person for any issues that arise that staff may need assistance with.

• Deliver "I Am Proud" service standards and department-specific signature touch points.
• Establish cross-departmental channels of communication among teammates that are consistent and complete.

Additional Duties and Responsibilities:

• • Greet every guest, member, and team member with "I Am Proud" standards and set a positive tone for every interaction.
  • Provide extraordinary service that is "Enriching by Nature."
  • Embrace, embody, demonstrate, and encourage wellness and the STRATA virtues through interactions, performance, and commitments.

• Uphold the Garden of the Gods Resort and Club's brand, culture, vision, mission, and values.
• Be empowered to make things go right if they go wrong.
• Give the guest/member a fond farewell.
• Address feedback by utilizing the LEARN Model.
• Demonstrate a professional appearance and be attentive to what matters most.
• Comply with company policies and procedures.
• Observe and adhere to safety guidelines.
• Train on AM, PM, Mid Shifts and assist in other areas/shifts in the Front Desk/Rooms Division

Marginal Functions:

• Perform other duties as assigned.
• Interface positively with other departments, offering assistance when needed.
• Displays care in use of equipment and maintains an organized and professional work environment.

Position Requirements:

1. Minimum Knowledge & Skills:

Must have basic knowledge of Microsoft Word and Excel.

2. Formal Education and Job-Related Experience:

This position requires a minimum formal education of a high school diploma. Some experience with Opera property management system, though not required, would be beneficial.

3. License, Registration, and/or Certification Required:

Valid Drivers License required

External and Internal Personal Contact:

1. Communications:

• Daily - Communicate with front desk agents, concierge, valet, Sales and Catering and housekeeping regarding reservations needs
• Weekly - Communicate with Concierge, front office and Sales departments to ensure upcoming reservations needs are communicated
• Occasionally - Participate in one-on-one coaching sessions.

2. Teamwork and Collaboration: This position requires continuous teamwork as well as internal and cross-departmental communication.

Additional Licenses and/or Certifications Required:

Position Analysis/Specifications:

Environmental Factors:

Environmental factors may include indoor setting with overhead lighting and comfortable ventilation. Significant portions (more than 50%) of daily assignments involve application of manual skills requiring motor coordination in combination with finger dexterity, e.g., typing, handwriting, or machine operations. May occasionally be called upon to work in all areas of the property, both inside and outside, possibly in inclement weather.