Night Auditor: 11pm-7am

About the position

The overall objective and purpose of the Night Audit position are to provide hospitable service to our guests and maintain a safe and secure environment during the overnight shift. The incumbent is responsible for ensuring a seamless arrival and departure experience, responding efficiently to guest requests, reconciling the day's transactions, and following safety and security protocol. They are to provide the highest level of service in support of the mission, core values, standards, and goals established by the company.

Responsibilities

• Greet and interact with internal and external guests in a genuinely warm and friendly manner using professional and Kessler standard nomenclature
• Maintain the integrity of the guests' privacy, including confidentiality of personal information and key control
• Perform Manager on Duty tasks and be the hotel's ambassador during the overnight shift
• Process check-ins, check-outs, and room assignments
• Post guest charges and payments, process no-shows, and adjust disputed charges
• Run daily reports and contingency lists. Conduct bucket checks to ensure accuracy
• Verify rate codes and make appropriate adjustments on guest invoices
• Block and unblock rooms according to the hotel's need
• Enter financial data into the property management system and process reports
• Operate the telephone system, answering calls within three (3) rings, using the correct salutation and telephone etiquette
• Process and respond to wake-up calls according to the standard operating procedure
• Notify guests of messages and record them legibly and completely
• Maintain knowledge of room types, hotel amenities and features, hours of operation, and area attractions
• Respond promptly to questions, concerns, and special requests. Follow up to ensure the guest is satisfied
• Log guest requests and concerns according to the standard operating procedure. Communicate with departments in a timely manner
• Solve problems proficiently
• Demonstrate effective sales techniques to upsell rooms, amenities, and products
• Maintain a neat and organized work area
• Maintain the integrity of Company proprietary information and protect Company assets
• Maintain complete knowledge in the use of all office equipment, property management systems, and access according to specifications
• Maintain complete knowledge and comply with company policies and procedures
• Maintain neat, clean, and professional appearance according to standards
• Follow all company safety and security policies and procedures. Report accidents, injuries, and unsafe conditions
• Assist guests with luggage and valet services (only if services are provided by the Company)
• Welcome and acknowledge guests with disabilities and follow proper procedures to accommodate needs
• Develop and maintain a positive working relationship and support the team to achieve our goals
• Attend required training and meetings
• All other duties as assigned, planned or un-planned

Requirements

• Bachelor's degree in Business or related training equivalent - required
• 1+ year of relevant work experience in similar scope and title - required
• Experience within luxury brand/markets - required
• Ability to perform all tasks at the front desk and proficiently use job-related software, property management systems, and office equipment
• Ability to remain calm in various situations, use sound judgment and effectively solve problems
• Ability to read and interpret documents such as safety rules and procedural manuals
• Ability to demonstrate cash handling procedures and calculate figures and amounts such as discounts, commissions, upgrades, and percentages
• Strong written, verbal, and interpersonal skills
• Comprehensive knowledge of office equipment and property management systems
• Have a valid driver's license and the ability to park cars with automatic or manual transmission

Nice-to-haves

• Student or graduate of hotel management - preferred

Benefits

• Marriott Employee Discounts Worldwide
• Competitive Wage & Discretionary Bonus Program
• Medical, Dental, Vision Insurance
• Company-Sponsored Life Insurance
• Short & Long-Term Disability Insurance
• Tuition Reimbursement Program
• 401(K) with Discretionary Company Matching Contributions
• Employee Assistance Program