Night Auditor

A Night Auditor is not only a Front Desk Attendant that can be the first and last impression a guest will encounter during their stay, but is directly responsible for ensuring each business day is closed accurately and hotel reports are completed. Night Auditors are assigned with specific duties to smoothly transition into the next day of operations at the hotel. This means providing the highest quality of hospitality service is not only a duty, but also a passion. The night auditor is expected to be friendly, knowledgeable and efficient, to make guests feel right at home and help reset the hotel for the next day.

Knowledge, Skills and Ability

 Must have the ability to speak, understand, read and write the English language.

 Must be able to multi-task effectively in a busy office and public atmosphere.

 Must have problem-solving skills will turn issues into opportunities so every guest leaves with great memories.

 Must read, understand and adhere to the Employee Handbook. Must be able to follow policy and perform to enhance professionalism and appearance in the work place.

 Must be literate and tech-savvy - have a good grasp of reading, writing, basic math and computer skills (including Excel, Word and E-Mail)

Primary Duties and Responsibilities

Safety & Cleanliness

 Know and be able to execute Emergency Procedures.

 Practice safety standards at all times and keep the property safe for guests and fellow employees.

 Report any injuries or unsafe conditions to management.

 Always ensure only registered guests are given key and identification is always verified. Ensure master keys are secured at all times and only distributed to authorized personnel using key control policy.

 Prevent any person(s) not registered as a guest from the use of hotel amenities (pool, fitness, breakfast, etc.) Loitering is not permitted at the hotel.

 Maintain lobby entrance by picking up trash, shoveling snow, melting ice, etc.

 Ensure cleanliness of all guest public areas at all times (i.e. vestibule, lobby, pool, and public restrooms).

 Always do a shift to shift handoff. Never leave the hotel unattended. Even if this means needing to stay later than scheduled out time.

 Recognize that scammers do exist and no one from the company will ever ask you to send money, remove company property, or break into any office

Hotel Operations  Deliver on Exceptional Guest Service o Kick off truly memorable guest experiences with the warmest of welcomes. o Know and live the mission and values of the hotel brand and company. o Directly drive overall guest satisfaction during every interaction from confirmed reservation to the guest departure. o Maintain a friendly and helpful attitude at all times. o Greet every guest with a smile at 10 feet and a verbal greeting at 5 feet. o Answer the phone within three rings with a smile and approved greeting. o Apply appropriate problem handling method(s) to quickly and efficiently resolve any guest issues. o Respond to in-house guest requests within 15 minutes unless otherwise specified by guest. o Handle guest mail, messages and safe deposit boxes as outlined in additional policy. o Develop a thorough knowledge of hotel staff, services, room locations, room rates, amenities, and hotel surroundings (i.e. shopping, restaurants, and medical facilities). Be able to prove guests with directions as requested. o Possess a working knowledge of hotel reservation and cancellation procedures. o Ensure guest reservations have full and accurate contact information.

o Communicate with colleagues in all departments to meet needs of guests.

 Be a Brand Ambassador:

o Know guest loyalty program and accurately represent the brand’s membership benefits.

o Administer existing member’s benefits according to brand standard.

o Recruit new loyalty program members.

 Maximize Sales/Revenue

o Monitor room availability and rate discounts.

o Maintain Knowledge of current package rates, group rates, local and national negotiated rates.

o Execute group reservations, manage blocks and cut off dates.

o Handle meeting/conference room inquiries to provide information to sales for booking and billing.

o Audit guest reservations to ensure that room rate and coding is correct and consistent.

o Audit house accounts. Audit group accounts to ensure that posting these accounts are in accordance with sales contracts.

 Maintain Accounting Responsibilities

o Follow all cash handling procedures including the hotel credit and check cashing procedures.

o Open and close shift correctly. Make cash drops in accordance with proper cash handling procedures to ensure rotating banks stay at predetermined amount.

o Count bank at beginning and end of shift. Report all cash over/shorts to management. Comply with hotel and department accounting procedures.

o Maintain knowledge of multiple different payment methods and billing procedures of guest reservations.

o Process “no show” reservations according to hotel policy.

o Ensure all payment methods are processed successfully.

 Be a Team Player

o Wash, dry, fold and bundle hotel linens and towels during down times and/or as needed.

o Clean a room to brand standards in the event of a guest service opportunity. o Perform basic maintenance tasks (plunge toilet, work television remote, etc).

o Maintain complimentary coffee bar.

o Keep the market stocked (if applicable)

 Effectively operate the hotel computer system or property management system.

 Complete shift work checklist as assigned.

 Successfully complete education related to assigned duties and role within allocated time frame.

 Understand and execute walk procedures according to hotel policy.

 In depth knowledge of the property management system’s process for closing the business day and troubleshooting of potential errors in the process.

 Ensure accurate reporting of hotel occupancy, revenue, and segmentation at all times. Properly distribute these reports per corporate policy.  Complete and send month end documents by the deadline  Send out of order report to the DOO nightly

 Run all guest folios and distribute per hotel policy.

 Other duties as assigned.

Attendance Policy

All employees are expected to arrive on time, ready to work, every day. If a Night Auditor is unable to work a scheduled shift s/he must:

 Communicate with supervisor to cover shift. The employee must establish communication with supervisor a minimum of 4 Hours before the start of shift. It is unacceptable to simply send a text, leave a message or talk to a co-worker.

 Once a schedule is posted:

o With the supervisors’ approval, if the employee is able to switch shifts or get coverage through another trained night auditor, the absence will be tracked.

o If the employee is unable to obtain coverage, it is unexcused absence (without documentation of an emergency). The following disciplinary action will be used for unexcused absences:

 1st offense: Written Warning

 2nd Offense: Final Written Warning

 3rd Offense: Termination

 If you will be late, regardless of length of tardiness, s/he must contact the hotel and let the Guest Services Representative know.

o If guest services representative is able to cover until you arrive no further action is needed.

o If they are unable to cover until you arrive, you must call and talk to supervisor.

 One No Call/No Show may result in an immediate termination—regardless of length of service.

 Excessive absenteeism or tardiness (regardless of length of time) will result in disciplinarian action.

Job Type: Part-time

Schedule:

• 8 hour shift
• Every weekend
• Holidays
• Night shift
• Overnight shift
• Weekends as needed
• Weekends only

Work Location: In person