Night Audit Associate

Courtyard•Lincoln, NE

11d

About The Position

Responsible for ensuring 100% satisfaction from the moment a guest arrives at the hotel until they check out. Serve as the main point of contact for all guests requests/needs and then pursuing the issue to a resolution. The agent must exhibit courteous hospitality at all times and must be proactive in every area. Duties will include checking guests into and out of the hotel, revenue optimization, fulfilling their requests during their stay, answering telephone inquiries, making reservations, and other duties as assigned. Must have a pleasant attitude and excellent demeanor. Must work well under pressure. Schedule flexibility is necessary. Join one of the premiere hospitality organizations in the world. Your main focus will be to help every guest have a memorable stay at our hotel. You can become part of our business family, enjoy competitive pay, an excellent benefits and travel discount package, and opportunities for growth and advancement. Summary of Duties and Responsibilities/ Essential Functions Note: Per the Americans with Disabilities Act, essential functions are the basic job duties that an employee must be able to perform, with or without reasonable accommodation . Responsible for greeting and serving all guests in a courteous and professional manner; ensure guests are satisfied with guest room/suite and general hotel cleanliness, and their stay; respond to guests’ needs and requests; ensure the safety and security of our guests, associates, and the hotel while providing a welcoming experience; organize, confirm, process, and conduct guest check-ins/check-outs, room reservations, requests, changes, and cancellations; secure payment; verify and adjust billing; Identify and explain room features to guests; supply guests with directions and information regarding property amenities, services, and hours of operation, and local areas of interest; accept and record wake-up call requests and deliver to appropriate department; process all payment types, adjustment vouchers, paid-outs, correction vouchers, and miscellaneous charges; provide change; maintain the cleanliness and neatness of the front desk area; ensure that all hotel standards and procedures are applied; other duties may vary upon supervisor’s request. This is an overnight shift that requires an individual that can think on their feet and solve problems as they often work with limited direct supervision.

Requirements

Able to work independently, ability to prioritize and ability to multi-task
Ability to type 30 - 35 wpm
Requires standing/walking/bending throughout shift and able to lift, carry and push up to 75 lbs
Great customer service skills, verbal, and written skills
Able to demonstrate problem solving skills and ability to project a positive attitude over the telephone.
Able to work all shifts and flexible schedules including weekends and holidays
Valid driver's license
High school diploma or equivalent
Exceptional customer service skills
Excellent verbal and written communication skills
Basic computer skills
Availability to work a variable work schedule
Must be to work on time
Must present self in a professional manner regarding personal dress and grooming
Ability to sit or stand for extended periods of time
Ability to lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.

Responsibilities

Responds quickly to requests from guests, supervisors or management in a timely, friendly and efficient manner and follows up to ensure guest satisfaction
Possesses knowledge of reservation and billing systems, maintains and controls room inventory and availability and possesses knowledge of hotel products, rates, and special programs and emergency procedures
Handles departmental accounting of monies, receipts, guest accounts and other forms of credit; posts all charges; completes cashier's report, prepares deposit and counts cashier bank.
Follows hotel's credit policies
Be knowledgeable in all hotel facilities and local area.
Revenue optimization through check in, check out and attentive coordination of hotel services for the guest.
Maintains supplies neat and organized to department standards
Log/Maintains security of equipment, keys Lost and Found Items, and supplies issued each day
Provides a professional image at all times through appearance and dress
Follows and enforces company policies and procedures
Other duties as assigned by supervisor or management
Balances room accounts accurately
Balances room accounts in a timely manner
Balances cash, credit cards, direct bills, vouchers, and other hotel accounts accurately and on time
Quickly locates sources of out-of-balance situations
Makes appropriate adjustments or corrections to accounts
Prepares accurate and useful reports
Coordinates audit procedures with a minimum disruption to the front desk computer system
Computes mathematical calculations accurately
Keep written logs of no-shows
Successfully completes daily report to fax to Woodbury Corporation
Ensures that security cameras are functioning properly
Completes all Express checkouts
Solves difficult problems which occur on the job
Finds better ways to do the job
Reports unusual guests situations to the next shift
Asks questions to immediate supervisor when necessary
Fully understands the computerized reservation system
Operates the telephone system
Uses judgement when enforcing hotel policies
Teaches others how to do the job
Learns technical information quickly
Divides attention among several tasks taking place at the same time
Balances shift accurately
Accepts opportunities to cross-train for other positions
Has no unexcused absences
Gives 2 hours advance notice when absence is anticipated
Is prompt in reporting to work
Is prompt in reporting to front desk meetings
Wears appropriate uniform for the position
Personal appearance is appropriate for the position
Works at a rate sufficient to keep pace with the job demands
Accepts work assignments without complaints
Help co-workers with their job duties when needed
Seeks out work assignments rather than wait for a supervisor’s direction
Responsible for greeting and serving all guests in a courteous and professional manner
ensure guests are satisfied with guest room/suite and general hotel cleanliness, and their stay
respond to guests’ needs and requests
ensure the safety and security of our guests, associates, and the hotel while providing a welcoming experience
organize, confirm, process, and conduct guest check-ins/check-outs, room reservations, requests, changes, and cancellations
secure payment
verify and adjust billing
Identify and explain room features to guests
supply guests with directions and information regarding property amenities, services, and hours of operation, and local areas of interest
accept and record wake-up call requests and deliver to appropriate department
process all payment types, adjustment vouchers, paid-outs, correction vouchers, and miscellaneous charges
provide change
maintain the cleanliness and neatness of the front desk area
ensure that all hotel standards and procedures are applied