Night Auditor

Position Purpose

Responsible for ensuring that all Front Desk daily duties are completed accurately and in a timely manner and ensure that all policies and standards are adhered to. Multitasking position with accounting and front desk responsibilities and serves as the interface between the hotel and guests during the night shift. Responsible providing excellent guest service. Checks front office accounting records for accuracy and daily summarizes and complies the day shift information for the hotel’s financial records. Tracks room statistic prepares a summary of daily financial activity and reviews daily reports to ensure system accuracy and correct postings to the hotel system. This is a part time relief position.

Duties and Responsibilities include but are not necessarily limited to the following:

• Main responsibilities include registering guests, making, and modifying reservations, but may be required to assist with hotel operator and/or concierge duties.
• Possess knowledge of all hotel features, services, hours of operation, room numbers and types, room layout, decor, room rates, packages/promotions, daily house count and room availability status with expected arrivals and departures, scheduled in-house activities and their locations and times.
• Acknowledge all guests, anticipate needs, and always respond promptly to always maintain positive guest relations.
• Process guest check-in by confirming reservations and review all noted information. Guest(s) without reservations can be sold and agreed on room type. Register guest in OPERA, generate registration card and verify registration with guest; obtain information for credit/payment, collect cash if designated; assign guest room; and advise guest of any messages, mail, faxes, etc. received for them.
• Maintain guest history files.
• Ensuring that all end-of-day activities have been successfully executed by employees in all departments.
• Reconcile OTA reservations on a nightly basis ensuring commissions are not double charged.
• Set-up accurate accounts for each guest with accordance to their requirements, i.e., separate room/tax/incidentals/comps.
• File registration cards and vouchers by room number.
• Assist and process overbooked or “walked” guests.
• Assist and provide room change accommodations.
• Document all guest requests, complaints, or problems.
• Resolve guest complaints to ensure guest satisfaction.
• Maintain organized and clean work area with necessary supplies.
• Responsible for assigned bank and ensure accuracy of contracted monies; keep bank secure at all times.
• Communicate with prior shift’s Front Desk Agent to review all follow-up items.
• Answer department telephone within property guidelines as to number of rings, correct greeting and proper etiquette.
• Answer phones and take reservations, as necessary.
• All other tasks as assigned by direct supervisor and management.
• Process end of day reports.

Knowledge, Skills, and Attributes

• Strong customer service skills. Must be able to effectively communicate with guests and colleagues.
• Knowledge of safety and security procedures
• Advanced math and bookkeeping skills including intermediate excel skills
• Attentions to detail and organization
• Ability to perform computer-based tasks including data entry, accounting, reconciliations, running daily reports etc.
• Time management and multitasking skills
• Ability to solve problems and diffuse tense situations
• Good eye for details and questions items that appear to post incorrectly
• Must be energetic and outgoing.
• Must be a team player with the ability to work under minimal supervision.
• Must have working knowledge of Microsoft Office and previous experience with a hotel management system; OPERA preferred.
• Must be able to exercise confidentiality and discretion.
• Knowledge of surrounding area is not required, but a plus.

Qualifications

Education: High school diploma or GED required; college degree preferred.

Experience: Minimum 2 years of Front Desk supervisory experience in a hotel.