Hotel Night Audit

Margaritaville Resort Casino•Bossier City, LA

10h•Onsite

About The Position

The Hotel Night Audit position is responsible for overseeing Front Desk operations overnight. This includes managing Front Desk Agents, Telecommunications, and Bell staff, providing direction and support to achieve departmental goals, and ensuring proper training for service levels consistent with company standards. The role involves overseeing customer check-in/check-out, managing cash handling, monitoring telephone communications, processing discrepancy reports, and coordinating with Housekeeping and Casino Marketing for efficient guest check-in and maximum occupancy. The position also handles VIP arrivals, pre-registration of eligible cardholders, and effective resolution of guest problems. A key responsibility is performing the nightly audit for date roll and maintaining knowledge of hotel and community information to assist guests. The role may also require performing duties of other Front Desk and Services team members as needed, while maintaining strict confidentiality.

Requirements

High School Diploma or equivalent required.
Two (2) years of experience in hospitality industry in a supervisory capacity required.
Must have excellent customer service and interpersonal skills.
Must be proficient in Microsoft Office applications (Word, Excel, Outlook, etc.).
Ability to maintain a high level of confidentiality and professionalism.
Must have excellent written and verbal communication skills; must be fluent and literate in English.
Ability to maintain a high level of energy and take a proactive and strategic approach to dealing with issues.
Must have strong organizational and time management skills.
Ability to work collaboratively and communicate effectively with team members at all levels of the organization.
Must be able to work a flexible schedule including overnight, weekends, holidays, and fluctuating days off.

Nice To Haves

College degree preferred.
Knowledge of casino/hotel industry strongly preferred.

Responsibilities

Oversee Front Desk operations overnight, including overseeing Front Desk Agents, Telecommunications, and Bell staff.
Provide direction and support for all team members to achieve departmental goals and objectives.
Ensure all Front Desk team members receive proper training with emphasis on detail, in order to provide service levels consistent with company standards.
Oversee customer check-in/check-out.
Conduct all cash handling in accordance with established policy and monitors variances daily.
Monitor telephone communication via call monitoring system.
Verify pre-approved room comping levels and correct information as necessary.
Process discrepancy reports, rate variations, and credit reports.
Work with Housekeeping and Casino Marketing to ensure timely guest check-in and maximum occupancy.
Coordinate VIP arrivals and ensure all arrangements have been confirmed prior to arrival.
Ensure all eligible card holders are pre-registered, and room is checked prior to arrival.
Monitor volume to ensure fast, friendly, and efficient service.
Ensure that guest problems/complaints are managed in an effective, courteous manner.
Perform the night audit for date roll.
Maintain knowledge of hotel, community, and special events in order to accurately provide guests with needed information.
Perform duties of Front Desk Agents and other Front Desk and Services team members as needed.
Perform all other related and compatible duties as assigned.
Maintain strict confidentiality in all company matters.