Night Audit l Sheraton Portland Airport Hotel

PM Hotel Group•Portland, OR

2d•Onsite

About The Position

The Night Audit position at Sheraton Portland Airport Hotel is responsible for handling all front desk operations during the overnight shift. This role requires a proactive approach to guest service, ensuring guest expectations are exceeded at every interaction. The Night Auditor will reconcile daily transactions, generate reports, manage guest accounts, and perform all duties of a Front Desk Agent. Additionally, this role serves as the Manager on Duty (MOD) overnight, addressing guest issues, security concerns, and resolving complaints. The position also involves promoting loyalty programs, maintaining lobby cleanliness, and ensuring timely guest service, such as setting up fresh coffee for early departures.

Requirements

Approach each guest interaction with the mindset of exceeding guest expectations.
Embrace Sheraton culture personifying it in daily interactions with guests and associates alike.
Use a positive and clear speaking voice, listen to and understand requests, respond with appropriate action and provide accurate information such as restaurant, fitness center and pool hours, and local attractions.
Experience in front desk operations.
Ability to input and retrieve information from a computer system.
Ability to handle guest complaints and resolve issues.
Ability to remain calm and alert during emergency situations and heavy hotel activity.
Ability to plan and implement detailed steps using experienced judgment and discretion.
Comply with attendance rules and be available to work on a regular basis.

Nice To Haves

Experience as a Front Desk Agent.
Familiarity with PM Hotels and Sheraton brand marketing programs.
Knowledge of guest loyalty programs.

Responsibilities

Reconcile and complete all daily Front Desk Agents work.
Run final trial balance to post rooms and close day.
Provide next day reports for the Front Desk, Housekeeping, Front Office Manager, GM, and Accounting.
Run audit reports/journals from the front office system, point of service, and the computer.
Make corrections and adjustments and handle all computer problems that might occur throughout the shift.
Balance all revenue and settlement accounts nightly.
Maintain files and reset the system for next day operations.
Perform all the duties of a Front Desk Agent including completing the registration process by inputting and retrieving information from a computer system, and confirming pertinent information including number of guests, all adult guest names, address, phone number, email address and room rate.
Promote PM Hotels and Sheraton brand marketing programs.
Make appropriate selection of rooms based on guest needs.
Code electronic keys.
Non-verbally confirm the room number and rate.
Provide room keys and hotel information to guests.
Promote the guest loyalty program providing recognition and benefits to all present members.
Describe member benefits to non-members with the goal of enrollment.
Act as the first contact point (MOD) for any guest issues and hotel security on the overnight.
Answer all guest calls and delivery of messages on the overnight.
Resolve guest complaints, conducting thorough research to develop the most effective solutions and negotiate results.
Listen and extend assistance in order to resolve problems such as insufficient heating or air conditioning, cleanliness, and service, etc.
Remain calm and alert especially during emergency situations and heavy hotel activity.
Plan and implement detailed steps by using experienced judgment and discretion.
Own the desk and desk operations, striving to exceed guest expectations at every opportunity.
Set up fresh coffee in a manner timely to guests with early wake-up calls.
Assure the cleanliness and conditions of the lobby by straightening up after guests.
Communicate larger issues to Housekeeping and Repair Engineering for immediate attention.
Comply with attendance rules and be available to work on a regular basis.
Perform any other job-related duties as assigned.