Hotel Night Auditor

  • $11.00 - $15.00/hour
  • ESSENTIAL JOB FUNCTIONS

    • Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
    • Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
    • Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
    • Maintain positive guest relations at all times.
    • Resolve guest complaints, ensuring guest satisfaction.
    • Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
    • Maintain complete knowledge at all times of:
    • all hotel features/services, hours of operation.
    • all room types, numbers, layout, decor, appointments and location.
    • all room rates, special packages and promotions.
    • daily house count and expected arrivals/departures.
    • room availability status for any given day.
    • scheduled in-house group activities, locations and times.
    • all hotel and departmental policies and procedures.
    • Access all functions of the computer system.
    • Answer department telephone within three rings, using correct greeting and telephone etiquette.
    • Establish par levels for supplies and equipment. Complete requisitions to replenish shortages or additional items needed for the anticipated business.
    • Ensure that current information on rates, packages and promotions is available at the Front Desk and that all staff are knowledgeable on such.
    • Review the daily business levels, anticipate critical situations and plan effective solutions to best expedite these situations.
    • Attend scheduled meetings with manager and review all information pertinent to the business.
    • Ensure proper grooming and attire; rectify any deficiencies prior to reporting to your workstation.
    • Inspect, plan and ensure that all materials and equipment are in complete readiness for service; rectify deficiencies.
    • Monitor the hotel front entrance and resolve any congested situations.
    • Greet all guests as they enter and leave the hotel.
    • Monitor the check-in/check-out process; anticipate critical situations and assist wherever necessary to help alleviate the pressure and to process the guest expediently.
    • Maintain communication logs and ensure that guest requests are followed up within 15 minutes.
    • Monitor guest mail and ensure that it is processed according to procedures.
    • Monitor and ensure that express check-outs (if available) are processed through the system.
    • Observe guest reactions and confer frequently with management to ensure guest satisfaction.
    • Assist guests with reports of lost/stolen articles, following hotel policy.
    • Adhere to hotel requirements for guest/employee accidents or injuries and in emergency situations.
    • Contact newly registered guests 15 minutes after check-in to establish guest satisfaction; resolve any dissatisfaction immediately. Document each call according to procedures.
    • Ensure security of guest room access.
    • Monitor and ensure that all cashiering procedures comply with Accounting policies and standards:
    • Contracted banks
    • Shortages/overages
    • Late charges
    • Petty cash/paid outs
    • Adjustments
    • Posting charges
    • Making change for guests (when possible)
    • Payment methods/processing
    • Settling accounts
    • Closing reports
    • Cashier reports
    • Balancing receipts
    • Dropping receipts
    • Securing banks
    • Review previous night's no-shows, verify and ensure billing of such.
    • Assist Accounting in researching all disputed charges and contact guests where required to explain disputes regarding Front Desk procedures.
    • Assist staff with expediting problem payments.
    • Anticipate sold-out situations and know how many rooms are overbooked. Handle overbooked or “walked” guests.
    • Answer all reservations calls and handle according to Resort standards.
    • Input reservations into the reservations system as appropriate throughout the day during down time.
    • Work closely with Housekeeping management to ensure accurate status of each room, readiness of rooms for check-in and to report guest concerns.
    • Print special requests report and block according to specifications.
    • Balance room types daily.
    • Print credit check report and review status of each account. Follow up on accounts beyond approved credit limits.
    • Review resumes for arriving groups; organize and coordinate master accounts and check-in/ pre-registration procedures.
    • Print and review masters for departed groups; check accuracy and distribute to Accounting.
    • Review requests for late check-outs and approve according to occupancy. Communicate this information to Housekeeping.
    • Review all out-of-order rooms daily with respective departments to determine most current status and estimated date for return to room inventory.
    • Print report on discrepant rooms, research discrepancies and enter current status accordingly.
    • Complete Bucket Check in every shift.
    • Ensure that designated hotel entrances are locked at specified times.
    • Maintain awareness of undesirable persons on hotel premises and escort off property. Contact Security when available (Special Events).
    • Complete work orders for maintenance repairs and submit to Engineering. Contact Engineering directly for urgent repairs.
    • Document pertinent information in department log book.
    • Complete all paperwork and closing duties.
    • Review status of assignments and any follow-up action with on-coming Front Desk Agent.

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