Night Auditor​/Houseman

Description

Job
Summary: Functions as the overnight frontline customer service representative and auditor; ensuring guest satisfaction from the time the guest begins their interaction with, or arrives at the Lodge, during their stay and until they check out; serves as the main point of contact for all guest expectations, requests, and needs; represents POSTOAK at the highest levels of customer service and hospitality.

• Ensures guests receive professional, efficient, prompt and courteous service.
• Greets, registers, and assigns rooms and keys to guests in an efficient and friendly manner.
• Answers telephones promptly, receives messages, and accurately relays messages.
• Maintains knowledge of and answers questions regarding hotel services and amenities; registration and room rates; scheduled daily group activities; area shopping, dining, entertainment; and assists with directions.
• Learns and masters the phone system, property management system, CRM system, Point of Sale System, remote control room temperature system, and other technology and software needs as required.
• Develops a thorough knowledge of lodge staff, room locations, rates, types, amenities and selling strategies.
• Ensures credit cards, cash, and change funds are accurately received balanced throughout each shift. Accurately uses Point of Sale System.
• Set-up and tear-down of indoor and outdoor rooms and occasional off-site catering, including but not limited to, tables, chairs, furniture, AV equipment, outdoor games, bonfires, small tents, and other equipment needed for events.
• Keep service corridors, pre-function space and storage areas clean, organized and unobstructed.
• Clean indoor and outdoor banquet rooms after events, including but not limited to, straightening chairs, clearing the dirty dishes and glassware from tables, changing soiled table linen, vacuuming the floor, emptying trash, and restocking materials such as pads and pens.
• Set events per specifications on BEO or as given by management. Clean windows, walls, and vacuum the floors before events and as needed during events.
• Proper care, movement, storage of all equipment such as tables, chairs, risers, dance floor, AV equipment, and lecterns.
• Maintain proper control and storage of meeting room supplies such as linen, pads, pens/pencils, candy, etc. as required.
• Loads, delivers, and/or unloads equipment, furniture, cleaning supplies,
• Set-up and tear-down of AV equipment and ensure electrical cords are safely adhered to floors.
• Responsible for keeping assigned work area clean and sanitary.
• Report and document damages or maintenance needs, including but not limited to broken furniture, equipment malfunctions, etc. to management.
• Assist banquet servers, bartenders, and/or culinary team by refreshing bar product, food service or coffee service, assisting with plate-up, expediting food to rooms or buffets.
• Remove trash from buildings, break areas, and dish area to dumpster as needed.
• Responds to guest or client requests promptly and courteously.
• Communicate effectively with the event services, banquet, kitchen, housekeeping, and maintenance teams to ensure smooth operations.
• Receives and records package deliveries per policy.
• Delivers continental breakfast and other guest items to lodges as needed.
• Processes continental breakfast requests to the culinary department.
• Learns and sets up basic audio-visual for banquet rooms as needed.
• Creates and posts signage for group events.
• Keeps common area and front desk area clean and neat.
• Communicates guest needs to departments or employees regarding special requests.
• Promptly responds to and resolves guest issues and complaints. Ensures guest satisfaction.
• Greets contractors and vendors and assists with receipt of deliveries as needed.
• Responds to requests, needs, and job function with thoroughness and a sense of urgency.
• Maintains a sanitary and clean workspace, including but not limited to the front desk and office areas.
• Communicates and assists in ensuring office supplies are available and stocked, including but not limited to, pens/pencils, staples,…