Night Auditor

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Position Title:

Night Auditor

Immediate Supervisor:
Assistant General Manager

• Represents the hotel to the guest through the guest’s stay by performing sales and customer service functions related to guest registrations, reservations, and revenue collections. These functions should be handled in a way that assure the guests receive a safe and secure place to stay with friendly, attentive service ensuring the guests have a pleasant stay and a smooth checkout.
• Responsible for the total desk operation:
  Act as Manager on Duty, respond immediately to guest requests. Represents the hotel in the late evening and early morning hours, maintains thorough communication with management staff. Responsible for maintaining hotel safety and security during these hours.

• Provide the highest quality of service to the guest at all times. Anticipate the guest’s needs and exceed their expectations.
• Must be able to clearly read, write and understand English in order to service the needs of the great majority of our guests.
• Assists guests efficiently, courteously and professionally in all service related functions to maintain property’s high standard of service and hospitality.
• Greet and register guests and provide room assignments accommodating special requests whenever possible. Assist in pre-registration and blocking of reservations. Keep housekeeping and other departments informed of any special requests, late check-outs and special need areas in the hotel.
• Act as a liaison between management and guests. Attempt to handle guest special requests and complaints on the first interaction, then follow up to ensure it was handled to their satisfaction.
• Assist in maintaining public areas of the hotel in a clean and orderly condition.
• Handle guest check-ins and check-outs efficiently, friendly and professional manner.
• Meet with Guest Service Representative from prior shift to ensure all pertinent information was passed along in the pass on log.
• Organize shift and review remaining reservations that are to arrive. Verify that all updated contingency reports have been run.
• Have a thorough knowledge of the room types and the differences between them.
• Attend to special service requests including securing of valuables for guests and delivering complimentary amenities.
• File credit cards, keys and completed reports.
• Complete the express check-out envelopes (where applicable) and deliver to the guest rooms before 5:00 AM.
• Deliver newspapers to guest’s doors. (where available)
• Ensure that all wake-up calls are handled promptly and properly.
• Nightly backup property management system on tape and store in the safe.
• Complete a “person in charge” security report identifying any unusual events and place on the General Manager’s desk for review.
• Ensure all work in property envelope is neat and accurate.
• Prepare AM Housekeeping Status Report: record same day check-outs, ready rooms and rooms out of order. Prepare Newly Vacated Rooms report for Housekeeping showing early departures.
• Leave all completed reports at the assigned areas for the Guest Service Manager or Assistant General Manager.
• Report to Guest Service Manager or Assistant Manager at the end of your shift, reporting any unusual conditions and occurrences as well as updating the pass on log.
• Have working knowledge of downtime procedures in case computers go down.
• Represent the Hotel in regard to guest complaints and situations that require immediate attention.
• Resolve any discrepancies with department out of balance.
• Print registration cards for next day arrivals.
• Verify guaranteed no-shows and complete walked guest report.
• Be very knowledgeable of the frequent stay club and its benefits and any current promotions being offered.
• Have working knowledge of reservations and procedures, take reservations, and know cancellation procedures and company’s “walk” policy.
• Ensure that all cash, check, and miscellaneous departments are in balance at the end of each shift. Check all credit cards to ensure they are valid. Communicate with incoming shift associates by logging pertinent information in the pass on log.
• Develop a thorough knowledge of the accounting system…