Night Auditor

Southall is a premier destination bringing nature, produce and people together in a powerful and unique way. The Night Auditor will deliver unique and memorable experiences that immerse our guests in the luxury offerings of Southall.

• Ensure timely completion of the night audit process, including reporting and end of day accounting process
• Review late arrivals, next day early arrivals, and departures, in-house list, and next day function sheets
• Handle guest relocations when necessary
• Greeting customers immediately with a friendly and sincere welcome
• Use a positive and clear speaking voice, listen to understand requests, respond with appropriate action, and provide accurate information such as outlet hours and local attractions
• Complete the registration process by inputting and retrieving information with routine difficulty from a computer system, confirming pertinent information including number of guests and room rate
• Make an appropriate selection of rooms based on guest needs. Code electronic keys. Non-verbally confirm the room number and rate
• Verify and accurately input credit cards for authorization using electronic acceptance methods
• Handle cash, make change and balance an assigned house bank
• Accept and accurately record vouchers, traveler’s checks, and other forms of payment
• Perform accurate, moderately complex arithmetic functions using a calculator
• Post charges to guest rooms and house accounts using the computer
• Promptly answer the telephone using positive and clear English communication
• Input messages into the computer. Retrieve messages and communicate the content to the guest
• Retrieve mail, small packages and facsimiles for customers as requested
• Close guest accounts at time of check out and ascertain satisfaction
• In the event of dissatisfaction, negotiate compromise, which may include authorizing revenue allowances
• Foster and maintain strong, positive relationships with team members across all departments through communication and regular face-to-face interaction
• Maintain and successfully execute departmental and hotel policies
• Instills a calm, organized approach when interacting in stressful situations
• Address any major instances of guest satisfaction, escalating to Senior Leadership as needed
• Approach internal and external guest opportunities with a sense of heartfelt care and urgency; provide prompt follow-up to ensure 100% guest satisfaction
• Maintain confidentiality of guest information and follow proper protocol to secure and protect pertinent data
• Be an expert in and demonstrate knowledge of all services/features, hours of operations, room types, room rates, special packages and promotions, daily house count and expected arrivals/departures, room availability status, scheduled in-house group activities to anticipate and respond to guest inquiries promptly and accurately
• Comply with attendance rules and be available to work on a regular basis, including nights, weekends and holidays
• Perform any other job-related duties as assigned
• Must have a clean and neat appearance
• Comply with Southall Rules and Standards of Conduct as set forth in the Team Member Handbook

• Previous Night Audit or Guest Service Agent experience preferred
• Must be able to understand, speak, read, and write in the English language
• Ability to effectively communicate and provide directions in a clear, concise and professional manner in both verbal and written form
• Excellent verbal and written communications, networking, and presentation skills (in English)
• Excellent organizational skills and attention to detail
• Demonstrated ability to manage complex tasks and prioritize competing demands to meet deadlines
• Proficiency in Microsoft Office Suite (Outlook, Word, Excel, PowerPoint)
• Demonstrated ability with constructive, team-centric leadership skills
• Excellent team skills, including but not limited to, listening, coaching, guiding, flexible working, adaptability, collaboration, and facilitation
• Excellent communication skills, including but not limited to, listening, asking questions, building consensus, presenting, obtaining buy-in
• Experience with Resort Suite PMS system a plus
• Must be able to push, pull and lift…