Night Audit

The Oliver Hotel•Knoxville, TN

2d•Onsite

About The Position

As the first point of contact for our guests, you will be responsible for providing a welcoming and professional service at all times. You will be tasked with handling check-ins and check-outs, answering customer queries, managing bookings, and processing payments. This role involves ensuring high-quality and efficient guest registration, obtaining proper method of payment, conducting credit-limit checks, following billing instructions, and conducting follow-up courtesy calls. You will also be responsible for courteously and accurately answering inquiries regarding reservations, hotel information, and guest concerns, demonstrating a commitment to providing warm, anticipatory service to exceed guest expectations. The position requires maintaining all back-office and front desk related equipment, ensuring a par stock of supplies, and providing service recovery options to ensure guest satisfaction. You will also screen calls, process guest requests for wake-up calls, and advise guests of any messages received. Logging all requests or issues and establishing and maintaining open, collaborative relationships with associates and fellow departments are key. A consistent, attentive, friendly, helpful, and courteous demeanor towards all guests and associates is expected. Participation in pre-shift meetings, maintaining and reviewing shift reports, and reviewing arrivals, departures, daily events, and in-house groups are also part of the role. You will review all profile details of incoming arrivals and departing guests, address requests and service recoveries, and communicate special requests to other departments. Maintaining lobby cleanliness and serving as a lobby ambassador when not at the front desk are important. The role includes auditing all third-party reservations, ensuring they are reconciled nightly, posting overnight valet charges, auditing reservation cancellations, and charging No Show reservations. Completing HMS End of Day Processing, exporting and emailing sales reports from the Aloha remote desktop, and generating the daily Flash Report are critical audit functions. You will also professionally respond to guest reviews and conduct hourly radio checks with overnight employees. Additional duties and projects may be assigned.

Requirements

Ability to speak, read, write and understand English
Professional demeanor and presentation appropriate for a luxury environment
Excellent interpersonal, written/verbal communication, and training skills are essential
Positive attitude, team focus, enthusiasm, excellent customer service skills
Ability to work a flexible schedule, including evenings, weekends and holidays, according to department needs and business volumes
Highly motivated, organized, goal and results oriented individual who thrives under pressure
Ability to stand, sit, or walk for an extended period of time
Must be eligible to work in the USA

Nice To Haves

Hospitality experience preferred

Responsibilities

Ensure high-quality and efficient guest registration, obtain proper method of payment, conduct credit-limit checks, follow billing instructions, conduct follow-up courtesy calls
Courteously and accurately answer inquiries to telephone and in-person inquiries regarding reservations, hotel information and guest concerns
Demonstrate a commitment to providing a warm, anticipatory service to exceed the needs and expectations of all guests
Deliver outstanding guest services for all incoming calls and general inquiries
Maintain all back-office related equipment and a par stock of supplies
Provide service recovery options to ensure guest satisfaction
Process guest requests for wake-up calls
Screen calls and other requests relating to placing and receiving telephone calls
Advise guest of any messages received via voicemail, mail, faxes and send to room if required
Answer, record, and process all guest calls, requests, questions, or concerns
Log all requests or issues
Establish and maintain open, collaborative relationships with associates and fellow departments
Maintain an attentive, friendly, helpful, and courteous demeanor to all guests, managers, and other associates
Participate in pre-shift meetings, maintain, and review shift reports, review arrivals, departures, daily events, groups in-house, service recovery guests and conduct proper follow-up
Review all profile details of incoming arrivals and departing guests, address all requests and service recoveries; communicate to other departments special requests
Maintain all front desk related equipment and a par stock of supplies
Ensure work area and lobby cleanliness is maintained at all times
Maintain a presence in the lobby, serve as lobby ambassador when not stationed at the front desk
Audit of all third-party reservations, ensuring that all third-party reservations are properly reconciled nightly within their respective extranet
Post all overnight valet charges, ensuring that we capture valet revenue, and export valet reports
Audit reservation cancellations and capture revenue for late cancellations
Charge No Show reservations, first night room, and tax
Ensure HMS End of Day Processing is completed in order to properly export and email the correct end of day reports from HMS
Export and email sales reports from the Aloha remote desktop
Generate the daily Flash Report by inputting data from the end of day reports
Professionally respond to guest reviews
Must conduct hourly radio checks communicating with all overnight employees
Perform additional duties and projects as assigned