Night Audit l Sheraton Portland Airport Hotel

PM New•Portland, OR

23h•Onsite

About The Position

The Night Audit position at the Sheraton Portland Airport Hotel involves a combination of front desk duties and financial reconciliation. The role requires approaching guest interactions with a focus on exceeding expectations and embodying the Sheraton culture. Key responsibilities include reconciling daily front desk work, running financial reports, closing the day's business, and preparing reports for various departments. The Night Auditor will also perform all duties of a Front Desk Agent, including guest registration, promoting marketing programs, and handling guest inquiries and issues. Additionally, this role serves as the primary point of contact for guest concerns and hotel security during overnight shifts, resolving complaints and ensuring guest satisfaction. The position also involves maintaining the lobby's appearance and communicating maintenance needs to relevant departments.

Requirements

Positive and clear speaking voice.
Ability to listen to and understand requests.
Ability to respond with appropriate action and provide accurate information.
Proficiency in inputting and retrieving information from a computer system.
Ability to handle computer problems.
Ability to balance revenue and settlement accounts nightly.
Ability to maintain files.
Ability to reset the system for next day operations.
Ability to make appropriate selection of rooms based on guest needs.
Ability to code electronic keys.
Ability to remain calm and alert especially during emergency situations and heavy hotel activity.
Ability to plan and implement detailed steps by using experienced judgment and discretion.
Ability to own the desk and desk operations.
Ability to assure the cleanliness and conditions of the lobby.
Ability to communicate larger issues to Housekeeping and Repair Engineering.
Compliance with attendance rules.
Availability to work on a regular basis.

Nice To Haves

Exceeding guest expectations.
Embodying Sheraton culture.
Promoting PM Hotels and Sheraton brand marketing programs.
Promoting the guest loyalty program.
Describing member benefits to non-members with the goal of enrollment.
Resolving guest complaints.
Setting up fresh coffee in a timely manner.
Straightening up after guests.

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 as assigned.
Complete 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.
Help create an energized environment as a participating member of Sheraton’s team.
Strive to exceed guest expectations at every opportunity.
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 timely manner for 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.