Night Audit

Hilton New Orleans Airport•Kenner, LA

7d•Onsite

About The Position

Greets and registers guests, providing prompt and courteous service. Checks guests out of the hotel. Resolves guest challenges throughout their stay in our hotel. Upgrades guests, as required. Promotes hotel services, amenities and upsells products to the guests. Assist and oversee daily auditing and balancing of cashiers work for restaurant and rooms. Completes the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate. Makes appropriate selection of rooms based on guest needs. Codes electronic keys. Non-verbally confirm the room number and rate. Promotes and administers Hilton Marketing Programs such as Hilton Honors, for arriving guests. Ensures guest knows location of room, and arranges for team member to accompany guest to room. Provides welcome packet containing room keys, tokens of our appreciation, gifts, etc. to guest. Ensure rooms and services are correctly accounted for within guest statement. Properly accounts for services provided by the hotel. Assists guest with check out payments or charges. Accepts and records vouchers, credit, traveler's checks, and other forms of payment. Converts foreign currency at current posted rates. Greets customers immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to understand requests, respond with appropriate action and provide accurate information such on outlet hours, special VIP programs, events, etc. Receives special requests from guests, and responds appropriately or forwards requests to appropriate team members for decisions and actions. Promptly answers the telephone and email inquiries. Inputs messages into the computer and advises other team members of special guest needs. Retrieves messages and communicates the content to the guest. Retrieves mail, packages and facsimiles or other special items for customers as requested. Field guest complaints, conducting through research to develop the most effective solutions and negotiate results. Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc. Remain calm and alert especially during emergency situations and heavy hotel activity. Plan and implement detailed steps by using experienced judgement and discretion. Verify and balance totals from all departments ensuring that delegated duties are complete and making necessary adjustments. Perform and monitor auto post of room and tax charges posted by the systems. Reconciliation of balance and settle charges from Micros and HPMS, telephone and movie reports and process debits and credit rebates for credit cards. SUPPORTIVE FUNCTIONS In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the supervisor based upon the particular requirements of the company. Attempts to communicate with guest in guest's native language, if applicable. Remains calm and alert, especially during emergency and/or heavy hotel activity, and resolve complications. such as location changes or credit issues. Summons Bell services team members to escort guests to/from their rooms as appropriate. Provides safety deposit boxes for guest by escorting them to the vault pulling the box from the vault and carrying it to the guest. Operate various office machines.

Requirements

Experience in auditing and balancing cashiers work.
Proficiency in inputting and retrieving information from a computer system.
Ability to make appropriate selections of rooms based on guest needs.
Knowledge of Hilton Marketing Programs such as Hilton Honors.
Ability to handle guest payments and charges.
Experience accepting and recording various forms of payment.
Ability to convert foreign currency at current posted rates.
Excellent communication skills, both verbal and non-verbal.
Ability to listen and understand requests.
Ability to respond with appropriate action and provide accurate information.
Skill in receiving special requests and responding appropriately or forwarding them.
Ability to promptly answer telephone and email inquiries.
Ability to input messages into the computer and advise team members of special guest needs.
Ability to retrieve messages and communicate content to the guest.
Ability to retrieve mail, packages, and facsimiles for customers.
Skill in fielding guest complaints, conducting research, and developing solutions.
Ability to listen and extend assistance to resolve problems.
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.
Ability to verify and balance totals from all departments.
Ability to perform and monitor auto post of room and tax charges.
Skill in reconciling balances and settling charges from Micros and HPMS, telephone and movie reports.
Ability to process debits and credit rebates for credit cards.
Ability to attempt to communicate with guests in their native language, if applicable.
Ability to summon Bell services team members.
Ability to provide safety deposit boxes for guests.
Ability to operate various office machines.

Nice To Haves

Experience in a hotel front desk or night audit role.
Familiarity with hotel operations and procedures.
Knowledge of Micros and HPMS systems.

Responsibilities

Greets and registers guests, providing prompt and courteous service.
Checks guests out of the hotel.
Resolves guest challenges throughout their stay.
Upgrades guests, as required.
Promotes hotel services, amenities and upsells products to the guests.
Assists and oversees daily auditing and balancing of cashiers work for restaurant and rooms.
Completes the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate.
Makes appropriate selection of rooms based on guest needs.
Codes electronic keys.
Non-verbally confirms the room number and rate.
Promotes and administers Hilton Marketing Programs such as Hilton Honors, for arriving guests.
Ensures guest knows location of room, and arranges for team member to accompany guest to room.
Provides welcome packet containing room keys, tokens of our appreciation, gifts, etc. to guest.
Ensures rooms and services are correctly accounted for within guest statement.
Properly accounts for services provided by the hotel.
Assists guest with check out payments or charges.
Accepts and records vouchers, credit, traveler's checks, and other forms of payment.
Converts foreign currency at current posted rates.
Greets customers immediately with a friendly and sincere welcome.
Uses a positive and clear speaking voice, listens to understand requests, responds with appropriate action and provides accurate information such on outlet hours, special VIP programs, events, etc.
Receives special requests from guests, and responds appropriately or forwards requests to appropriate team members for decisions and actions.
Promptly answers the telephone and email inquiries.
Inputs messages into the computer and advises other team members of special guest needs.
Retrieves messages and communicates the content to the guest.
Retrieves mail, packages and facsimiles or other special items for customers as requested.
Fields guest complaints, conducting thorough research to develop the most effective solutions and negotiate results.
Listens and extends assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc.
Remains calm and alert especially during emergency situations and heavy hotel activity.
Plans and implements detailed steps by using experienced judgment and discretion.
Verifies and balances totals from all departments ensuring that delegated duties are complete and making necessary adjustments.
Performs and monitors auto post of room and tax charges posted by the systems.
Reconciles balance and settles charges from Micros and HPMS, telephone and movie reports and processes debits and credit rebates for credit cards.
Attempts to communicate with guest in guest's native language, if applicable.
Remains calm and alert, especially during emergency and/or heavy hotel activity, and resolves complications such as location changes or credit issues.
Summons Bell services team members to escort guests to/from their rooms as appropriate.
Provides safety deposit boxes for guest by escorting them to the vault, pulling the box from the vault and carrying it to the guest.
Operates various office machines.