POSITION TITLE: Night Auditor

REPORTS TO: Guest Service Manager/ Assistant General Manager / General Manager

POSITION SUMMARY:

The Night Auditor is responsible for attending to the needs of guests, balancing the revenue and expense transactions that occurred during the day, and performing all of the functions of the front desk staff during the audit shift. The Night Auditor will possess good communications and guest service skills and have the ability to take appropriate action to meet and exceed guest expectations.

DUTIES AND RESPONSIBILITIES:

• Provide exceptional customer service to all hotel guests, making their stay as comfortable and accommodating as possible while achieving team and Brand goals.
• Perform quality assurance (QA) requirements for department.
• Ensure that all policies, procedures, federal, state and local ordinances with regard to personnel, security, cash handling, guest relations and safety are followed.
• Remain highly visible and readily available for guests at all times.
• Take initiative to offer assistance or answer questions throughout the hotel.
• Act as a night manager on duty for the overnight shift.
• Adhere to hotel credit policies and procedures, including credit card authorization, direct bill accounts, cash-payment, incidental deposits, etc.
• Verify accuracy of all allowances, corrections and miscellaneous vouchers.
• Balance all credit card transactions.
• Prepare and transmit credit card deposits.
• Verify all in-house and closed accounts for accuracy. Validate all rates and post room and tax and open the new business day.
• Conduct all steps in the property management night audit system to close the current business day and open the new business day.
• Manage guest complaints, ensuring guest satisfaction. Document all guest requests, complaints or problems immediately and notify designated department/personnel for resolving the situation. Take as much ownership as possible and follow up to ensure completion and guest satisfaction.
• Put all shift work, phone report, restaurant paper work and wakeup call report and printout in an audit pack.
• Balance end-of-shift work and cash drawer.
• Maintain the cleanliness and organization of the hotel lobby, coffee stations, and front desk area.
• All other duties as assigned/required.

POSITION REQUIREMENTS:

• Must be able to communicate in English both written and verbally.
• Must be able to stand for long periods of time.
• Must be able to lift 20 lbs.