Night Auditor - AmishView Inn & Suites

Serving Lancaster County Since 1929!

Few companies can claim over 95 years in business, but we can at Thomas E. Strauss, Inc. We owe our ongoing success to our exceptional staff and solid management team who are dedicated to an excellent guest experience.

Here is your opportunity to be part of a dedicated team at Thomas E. Strauss, Inc.

Our business is booming, and we are seeking outstanding team members who take pride in their work, and ownership of the position to ensure we are living up to our high standards and providing a friendly guest experience.

What we expect from you:

• A friendly, professional demeanor toward coworkers and guests – after all, our mission is to make people feel valued. We expect that of you, and we do our best to make YOU feel valued as well!
• Self-starter who owns the responsibilities of the role.
• A commitment to show up on time for every shift - ready to work hard alongside your team members.
• Your dedication to our values of diversity, integrity, excellence, accountability, community, and especially your willingness to have FUN!

Here’s what we offer to you:

• Competitive pay.
• Excellent benefit package and employee perks.
• Ability to earn unlimited employee referral bonuses.
• Ability to work in other business units within the hospitality group to make extra cash or gain new work experience. The more you know, the more you grow!
• A “work-to-live” not a “live-to-work” workplace!

Our Mission: Make people feel valued.

Our Values: Diversity, Integrity, Excellence, Accountability, Community and FUN!

Thomas E. Strauss, Inc., is a local family-owned hospitality group. Our businesses include Miller’s Smorgasbord, Miller’s Bakery, The Quilt Shop at Miller’s, Locally Made Food Shop, Anna’s Gifts & Sundries, Plain & Fancy Farm, AmishView Inn and Suites, Smokehouse BBQ and Brews, and Plain & Fancy Country Store.

Position Summary

The Night Auditor is responsible for overseeing front desk operations and guest service requests overnight to ensure that the highest quality standards are met at all touch points. Assists in and is responsible for first and lasting guest impressions to offer resolutions on guest matters during the overnight hours. Shares responsibility for clear communication with guests and informing hotel operations of services requiring attention. The Night Auditor is responsible for running end-of-day reports for the hotel and company.

Essential Duties and Responsibilities

• Greet and interact with guests while presenting a welcoming smile and friendly disposition.
• Perform all guest check-in and check-out procedures. Make reservations/cancellations via phone, email or in person.
• Become proficient in operating property management system and third-party booking sites.
• Accurately describe guest rooms and impart important hotel information to guests.
• Actively anticipate and address guests’ needs. Alerts appropriate departments and front desk management team about any unresolved special requests.
• Resolve any problems and complaints in a timely and efficient manner and elevate complaints to on-call hotel management.
• Communicate guest comments to drive improvements and increase guest satisfaction to front desk management team.
• Deliver towels, blankets, pillows, etc. to guest rooms and to make up an occasional sofa bed.
• Provide information to guests on restaurants and local attractions.
• Perform duties on the Night Audit Checklist.
• Perform administrative duties which include end-of-day reporting and distributing to designated management personnel.
• Review guest comments for future reservations to accommodate requests and/or proactively alert front desk leadership if requests cannot be honored.
• Set up breakfast area following guidelines from kitchen manager and wrap silverware.
• Ability to act and follow excellent safety and emergency procedures as the central point of contact.
• Develop and maintain a positive relationship with all hotel team members.

Minimum Qualifications (Knowledge, Skills, and Abilities)

• Availability of working overnight weekdays and/or weekends, and/or holidays as needed. Typical shift 11pm-7am.
• Previous experience in hospitality or customer service preferred but not required.
• Must have a “guest first” mentality and a strong ability to ensure a high-quality guest experience.
• Display a positive, professional appearance and friendly demeanor at all times.
• Excellent people skills with the ability to interact with guests, all levels of management and employees and ability to “smile” over the phone.
• Strong communication skills and detail-oriented; Demonstrates a consistent level of accuracy and thoroughness in tasks and communication to guests and co-workers.
• Ability to problem solve, prioritize and think on one’s feet.
• Ability to work independently, taking initiative with completion of administrative work.
• Computer skills required.
• Highly dependable with a history of consistent attendance and punctuality.
• Language skills: Fluent knowledge of the English language; including the ability to read and interpret written information and speak and understand verbal communication.
• Must have a high school diploma or equivalent.