Night Auditor

This Posting is for the Night Audit Shift twice a week and an afternoon shift twice a week with a Sunday morning shift.

I. SUMMARY STATEMENT
Assures highest possible level of visitor and guest satisfaction by providing superior customer service. Responsible for checking guests into and out of the hotel as well as answering phone calls and customer inquiries
II. ORGANIZATION
No direct reports
III. PRIMARY DUTIES AND ACCOUNTABILITIES

80% (Essential) Guest Service

% of Time Room Assignments, Changes, and Issues

* Checks guests into and out of the hotel in an accurate, speedy, and courteous manner.
* Efficiently handles all payments received whether they are cash, credit card, checks, or traveler’s checks. Balances/verifies all monetary transactions in the appropriate accounts.
* Ensures that all hotel keys are distributed to the appropriate parties and that guest privacy is maintained.  Responsible for maintaining all documentation regarding room registration, changes, charges, credit card transactions, customer service and maintenance issues.

* Offers guests assistance whenever possible.
* Responsible for resolving escalated customer relations issues.
* Answers inquiries pertaining to hotel policies and services.
* Must respond to and follow-up on all guest requests to ensure customers are satisfied with the hotel’s services and accommodations.
* Responsible for positively representing and promoting the property.
* Ensures systems and procedures are in place and followed for guest safety and security.

Ongoing

Other Duties as Assigned 20%
* Ensures that the lobby and front desk area is clean, organized, visually appealing, and well stocked with all necessary supplies.
* Properly compiles, completes, and distributes reports to all management and relevant staff.
* Reports any maintenance, security, or safety issues to the appropriate staff.

IV. SKILLS, EDUCATIONAL BACKGROUND AND EXPERIENCE

* High School Diploma or GED required.
* Previous front desk experience highly preferred.
* Prior experience using Windows based software including Microsoft Word, Excel, and Outlook highly preferred.
* Excellent organizational and prioritization skills.
* Ability to work well and collaborate with others.
* Superior customer service skills.
* Excellent communication skills.
* May be required to stand for an extended period of time.
*Able to work a flexible schedule.RESPONSIBILITIES INCLUDE -

*Provide a friendly, welcoming experience by greeting guests as they enter the hotel. Welcome loyal guests and military members using the best practices outlined for each program. Ensure Elite guests receive the designated gift upon arrival.
*Provide all guests (including groups) with a friendly, accurate and efficient check-in / check-out process while following the company's policies and procedures. Prepare for check-ins before the guest arrives by using the arrivals grid, preparing express check-ins, and planning for group arrivals. Ensure the front desk/lobby areas remain clean, organized and ready to greet guests.
*Verify and collect guest payments and identification, ensuring all procedures are followed to protect sensitive guest information including identity and credit card information. Process all financial transactions with strict adherence to defined procedures.
*Operate the hotel key control system while strictly following all key safety & security procedures.
*Place timely welcome calls to ensure each check-in guest has arrived to a freshly clean, inviting room with all amenities working. Set up wake-up calls as requested by guests to ensure they wake up refreshed and ready to take on the day.
*Promote the Choice Privilages loyalty program to any non-enrolled guests. Accurately process enrollments for guests joining the program and correctly deposit points into eligible Returns accounts.
*Provide a warm and friendly experience to potential guests inquiring about hotel reservations by focusing on the guest's need, asking for the sale, entering and confirming the reservation details, providing the cancellation policy and offering to enroll the guest in the Returns program.
*Complete shift checklist(s) to ensure the hotel information is updated and team members are prepared for the daily activities. *Maintain room status inventory.
*Provide guests with clear directions and recommendations for local points of interest including restaurants, shopping, local attractions, etc. Ensure guests are aware of available hotel services.
*Sense and respond to all guest concerns or requests in a manner which leaves the guest feeling assured and optimistic about staying with Sleep Inn again. Escalate issues in a timely and appropriate manner to a supervisor or manager when necessary. *Notify the hotel manager of all guest concerns to ensure proper follow-up. Properly record guest concerns using the Problem *Resolution Log. Prepare timely and accurate Maintenance Work Orders, following up as needed. Process 100% Satisfaction *Guarantee requests according to policy.
*Stock and restock breakfast items such as food, drink and supplies as necessary to ensure guests have a consistent selection of items which are displayed in an appealing, clean and organized manner consistent with company standards, food handling guidelines and regulations. Ensure eating area is clean and inviting at all times.
*Ensure lost-and-found items are treated with care, reported and stored according to company policies.
*Perform all job duties with the utmost attention to safety and security measures which are outlined by OSHA or other regulations, the company safety and security manual, employee handbook and other company materials. These procedures include, but are not limited to: HazCom, Blood Borne Pathogens, Lockout/Tagout and emergency response.
*When assigned, conduct Night Audit procedures in a timely, accurate, complete and efficient manner while ensuring 24/7 front desk presence and Here For You service to our guests.
*Remain flexible and willing to work in other areas of the hotel as needed to ensure the hotel delivers a consistent Here For You experience for every guest.

• Principals only. Recruiters, please don't contact this job poster.
• do NOT contact us with unsolicited services or offers

Job Type: Full-time

Pay: $13.00 - $15.00 per hour

Benefits:

• Employee discount

Schedule:

• 8 hour shift

Experience:

• Hotel Experience: 1 year (Preferred)
• Customer Service: 1 year (Preferred)

Work Location: In person

Salary : $13 - $15