Night Audit

Embassy Suites Nashville at Vanderbilt Hilton•Nashville, TN

13d•$18 - $20•Onsite

About The Position

The Night Auditor is responsible for assisting guests with check-in and check-out, handling guest inquiries and concerns, and performing various auditing and balancing tasks for hotel departments. This role requires excellent customer service skills, attention to detail, and the ability to handle stressful situations calmly and effectively.

Requirements

Experience in hotel front desk operations.
Proficiency in computer systems for registration and billing.
Ability to handle cash and credit card transactions accurately.
Strong customer service and communication skills.
Ability to remain calm and professional under pressure.
Attention to detail for auditing and balancing tasks.
Ability to speak and understand the guest's native language (if applicable).

Nice To Haves

Experience with Hilton Marketing Programs (e.g., Hilton Honors).
Experience with Micros and HPMS systems.
Experience with telephone and movie reporting systems.

Responsibilities

Greet and register guests, providing prompt and courteous service.
Check guests out of the hotel.
Resolve guest challenges throughout their stay.
Upgrade guests as required.
Promote hotel services, amenities, and upsell products to guests.
Assist and oversee daily auditing and balancing of cashiers' work for restaurant and rooms.
Complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate.
Make appropriate selection of rooms based on guest needs.
Code electronic keys.
Non-verbally confirm the room number and rate.
Promote and administer Hilton Marketing Programs such as Hilton Honors, for arriving guests.
Ensure guest knows location of room, and arrange for team member to accompany guest to room.
Provide welcome packet containing room keys, tokens of appreciation, gifts, etc. to guest.
Ensure rooms and services are correctly accounted for within guest statement.
Properly account for services provided by the hotel.
Assist guest with check out payments or charges.
Accept and record vouchers, credit, traveler's checks, and other forms of payment.
Convert foreign currency at current posted rates.
Greet 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.
Receive special requests from guests, and respond appropriately or forward requests to appropriate team members for decisions and actions.
Promptly answer the telephone and email inquiries.
Input messages into the computer and advise other team members of special guest needs.
Retrieve messages and communicate the content to the guest.
Retrieve mail, packages and facsimiles or other special items for customers as requested.
Field 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 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 judgment 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.
Reconcile balance and settle charges from Micros and HPMS, telephone and movie reports and process debits and credit rebates for credit cards.
Attempt to communicate with guest in guest's native language, if applicable.
Remain calm and alert, especially during emergency and/or heavy hotel activity, and resolve complications such as location changes or credit issues.
Summon Bell services team members to escort guests to/from their rooms as appropriate.
Provide 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.