Hotel Night Auditor

Jamul•Jamul, CA

2d•Onsite

About The Position

The Hotel Night Auditor is responsible for managing the full guest registration process, including handling reservations, confirming stays, and collecting necessary guest information. This role ensures seamless check-in and check-out procedures while maintaining accuracy and efficiency. The Night Auditor proactively assists with creating a memorable stay for guests by providing detailed information on rooms, rates, amenities, and local attractions. They verify payment methods, process credit card authorizations, and ensure accuracy in guest billing and tracking records. This position also assists the Overnight Supervisor with end-of-day processes and proper report tracking. The Hotel Night Auditor addresses guest inquiries, complaints, and issues promptly and professionally, ensuring timely resolution and guest satisfaction. They collaborate with housekeeping and other departments to ensure rooms are clean and ready, and coordinate group reservations, VIP services, and personalized arrangements. The role actively upsells hotel amenities and maintains accurate records of bookings, reservations, and payments using management systems. A proactive approach to problem-solving is essential, anticipating challenges and addressing issues before they affect the guest experience. The Hotel Night Auditor remains readily available and approachable to all guests, fostering a welcoming environment. Effective communication with guests, team members, and managers is crucial. Adherence to AAA standards and a commitment to 'wowing' guests with thoughtful gestures are expected. Participation in training programs to develop skills is also required.

Requirements

1+ years’ experience as a Hotel Night Auditor
1+ years’ experience in guest service
Experience with Property Management Systems (PMS) such as Infor HMS, SRH preferred
Excellent verbal and written communication skills.
Proficient in handling cash, credit card transactions, and maintaining accurate financial records.
Strong organizational skills with attention to detail in managing guest information, reservations, and payments.
Familiarity with basic computer skills, including proficiency in MS Office (Word, Excel)
Must have flexibility to work all shifts including holidays, nights, weekends, and overtime as business needs dictate.
High school diploma or equivalent
Must be able to acquire and maintain an appropriate gaming license.
Ability to earn and maintain Gaming License.
Ability to read and communicate verbally in English.
Written communication skills in English may also be required.
Ability to read and interpret documents in English, such as safety rules, operating and maintenance instructions and procedure manuals.

Nice To Haves

Spanish and/or Tagalog language skills highly preferred.

Responsibilities

Greet and welcome guests, ensuring a warm and professional first impression that aligns with Jamul Casino Resort’s hospitality standards and AAA standards.
Manage the full guest registration process, including handling reservations, confirming stays, and collecting necessary guest information such as contact details and length of stay.
Ensure seamless check-in and check-out procedures while maintaining accuracy and efficiency to minimize wait times and enhance guest experience.
Assist with creating a memorable stay for guests by providing detailed information on available rooms, rates, amenities, and local attractions.
Verify payment methods, process credit card authorizations, and ensure accuracy in guest billing and tracking records.
Assist the Overnight Supervisor with end of day processes and proper report tracking.
Address guest inquiries, complaints, and issues in a prompt, courteous, and professional manner, ensuring timely resolution and guest satisfaction.
Collaborate with housekeeping and other departments to ensure all rooms are clean, well maintained, and ready to meet the needs of each guest.
Coordinate group reservations, VIP services, and personalized arrangements for special events or occasions while ensuring a seamless experience for guests.
Actively upsell hotel amenities, such as dining options and spa services, to enhance the guest experience.
Maintain accurate records of bookings, reservations, and payments using the management systems.
Approach problem-solving with a proactive mindset, anticipating potential challenges, and addressing issues before they affect the guest experience.
Stay readily available and approachable to all guests, fostering a welcoming and supportive environment throughout their stay.
Communicate effectively with guests, team members, and managers, confidently responding to questions and offering solutions that reflect the resort’s commitment to excellence.
Adhere to our AAA standards and follow them during each interaction consistently.
Think outside the box to wow guests with thoughtful and anticipatory gestures.
Adhere to all grooming standards as outlined by leadership.
Participate in training programs to develop skills.