Front Office Night Auditor

Description

To provide efficient, prompt, trouble free, courteous service and security to guests in absence of departmental managers and limited staff during the night, in line with the hotel's guidelines, and The Umstead Hotel and Spas corporate guidelines and service concepts.

Job Requirements:

• Is available to register, process, and greet guests promptly;
• Checks the daily arrival list;
• Welcomes guests to the hotel;
• Responds to guest requests for information about the hotel and its surroundings;
• Arranges for special services requested by guests;
• Stays current with developments in the hotel by reviewing the communication MOD log, emails and HotSOS each shift; updates for next shift;
• Arranges fulfillment of guest services by supplying services in the following areas:
  - Telephone services
  - Business Service Center
  - Concierge
  - Housekeeping
  - Reservations
  - Room Service
• Prepares night audit reports as requested;
• Resolves any guest related issues graciously and expeditiously, while simultaneously protecting the interests of both the guests and the hotel;
• Allocates rooms and issues appropriate keys;
• Follows up on all guest queries;
• Follows-up and verifies arrivals by updating registration cards in regards to spelling of guests name, address and method of payment;
• Creates guest itineraries for arriving guests.
• Changes room rates and guest rooms if approved by Front Office Manager;
• Handles incoming guest room and dining reservations;
• Is aware, at all times, of current room status, room rate and room availability;
• Is fully aware of The Umstead Hotel and Spas service concepts;
• Is fully aware of, and knows how to handle, all current and future hotel promotions;
• Utilizes yield management to maximize room revenue, and to fill the hotel to maximum occupancy;
• Knows the names, titles and positions of key people within The Umstead Hotel and Spa;
• Minimizes loss of revenue by adhering to all established credit procedures;
• Ensures all guests establish credit upon check-in;
• Receives proper approval codes for cash and credit card paying guests;
• Identifies and records special billing instructions and notifies accounting and Front Office Manager;
• Completes shift closing accurately by getting appropriate approval signatures and authorization codes;
• Can resolve minor discrepancies between Shift 4 and the POS systems
• Completes End of Day reports as assigned by the Finance department
• Adheres to hotel policies regarding the use of cash banks;
• Communicates effectively with guests, colleagues, and supervisors;
• Demonstrates teamwork by co-operating and assisting colleagues as needed;
• Ensures that guest mail and messages are delivered promptly;
• Demonstrates a working knowledge of all services and facilities of the hotel, and effectively assists the hotel's guests;
• Issues safety deposit boxes to guests upon request;
• Uses the appropriate approach to respond to negative comments and complaints, and notifies Front Office Manager immediately for appropriate follow-up;
• Capable of monitoring and supervising the Overnight Cleaning Team, to verify the work is completed correctly each night.
• Maintains a clean and tidy lobby, and performs light cleaning duties if required, and;
• All other duties assigned by the Front Office Manager, Overnight Manager, Assistant Director of Rooms.
• Ensures that own cash is secure at all times;
• Ensures all discrepancies in own cash are declared to immediate supervisor or Financial Controller;
• Ensures that guest details are not disclosed;
• Maintains high confidentiality in regards to guest privacy;
• Reports any suspicious behavior of guests and staff to Security;
• Notifies Loss Prevention regarding lost and found objects;
• Ensures that all potential and real hazards are reported appropriately and immediately;
• Fully understands the hotel's fire, emergency, and bomb procedures;
• Follows emergency procedures to provide for the security and safety of guests and employees;
• Works in a safe manner that does not harm or injure self or others and wears and uses the appropriate safety clothing/equipment supplied, and follows all maintenance instructions;
• Supports a safe hotel by applying hotel regulations, and adhering to existing laws and regulations;
• Anticipates possible and probable hazards and conditions and notifies Security or immediate supervisor;
• Maintains the highest standards of personal hygiene, dress, uniform, appearance, body language, language and conduct.
• Arrives at work on time and sign in, dressed in the assigned uniform and wears own name tag visible at all times;
• Ensures that uniform is clean and in good repair;
• Adheres to company attendance policy;
• Responds courteously and positively to any requests or queries from guests or hotel patrons;
• Works shifts as designated, and;
• Undertakes project work or specific duties as required.

Qualifications

• Is fully conversant with the property management system Opera and Microsoft Office Suite, and Gold Key
• Is able to operate switchboard, fax, key equipment, credit card machines and printers, hotel alarm systems, and other Front Office equipment.
• Has 1-2 years of Luxury or Full-service hotel experience.

Salary : $19