Night Auditor

Night Auditor

Night Auditors serve a critical role by providing direct guest support throughout the hospitality experience by accurately processing and tracking transactions and other reportable items. Night Auditors must be adept and creative problem solvers, delivering above-average resolutions to guests' challenges. The primary responsibility of a Night Auditor is to deliver and exceed guest expectations, execute brand service standards, resolve challenges, ensure accuracy and consistency in reporting, and maintain excellent communication with guests, peers, and supervisors.

Night Auditors will:

• Welcome arriving guests and complete the hotel's arrival/check-in experience, ensuring special requests are fulfilled and accurate information is received.
• Thank departing guests, verify accurate billing, and encourage return visits.
• Effectively engage with guests through phone or electronic communication consistent with hotel brand standards to ensure guest satisfaction.
• Maintain integrity, accuracy, and confidentiality when handling guest records, cash reports, audit reports, and other guest or hotel information.
• Promote hotel brand loyalty programs, encourage guest participation, and offer special rate packages and upgrades when appropriate.
• Effectively communicate with hotel departments verbally or through hotel communication log to ensure timely and accurate delivery of guest expectations, fulfillment of needs, and challenge resolution.
• Listen to guests and empathize with their challenges. When necessary, solicit guest feedback and act on guests concerns.
• Always maintain professionalism consistent with hotel brand and company expectations.
• Know and communicate hotel emergency procedures; inform and assist guests in emergencies.
• If applicable, maintain balance and security of house bank and accurately log all transactions.

Requirements:

• 2+ years of customer service experience, preferably in Hospitality or related industry
• Previous Front Desk night audit experience heavily preferred
• High School diploma or equivalency education certificate required

Excellent verbal and written communication skills

Must be able to speak, read, and write in primary language used in the workplace

8+ hours per day at standing desk/computer; stand and walk frequently throughout the workday

Lift, lower, and maneuver up to 30 pounds occasionally

Ability to independently work during overnight hours

Hotel Fort Des Moines, Curio Collection by Hilton

1000 Walnut Street

Des Moines, IA 50309

Hotel with 290 Rooms

Managed By First Hospitality 2 Locations