Night Auditor / Front Desk Supervisor - Hilton Asheville Biltmore Park

Biltmore Farms•Asheville, NC

7d•$19

About The Position

Picture Yourself at Biltmore Farms as part of the Vanderbilt legacy of hospitality! Why join our Front Office team as a Night Auditor / Front Desk Supervisor? As a Biltmore Farms Night Auditor / Front Desk Supervisor , you are more than just a welcoming presence, you are the first impression our guests have to our hotel and to our city. The ideal candidate has good communication skills along with mathematics and accounting experience. The Night Auditor / Front Desk Supervisor also fulfills the role of overnight Manager on Duty, which is responsible for the security of the hotel property, completes a Manager on Duty daily report, and has authority to make guest-related decisions for the hotel in the absence of the General Managers. This role also supports the entire Front Office department, including guest service duties of the Bellperson, Concierge, and Shuttle Driver.

Requirements

Basic mathematical comprehension to understand and interpret numbers as they apply to operations in hotels.
Ability to read, write, speak and understand the English language to communicate effectively with guests and employees.
Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect and analyze accurate information and resolve conflicts.
Ability to access and accurately input information using a moderately complex computer system, including DoubleTree by Hilton property management systems.
Interpersonal skills to provide overall guest satisfaction.
Ability to work under pressure and deal with stressful situations during busy periods.
At least a two-year Associate degree preferred, but not required.
Additional college education is a plus.
Must be able to speak, read, write, and understand the primary language(s) used in the workplace.
Must be able to speak and understand the primary language(s) used by guest who visit the workplace.
Previous hotel or service-related experience required.
Requires finger agility, grasping, writing, constant standing, sitting, frequent walking, repetitive motions, visual insight, and may, on occasion, lift and carry up to 40 pounds.
For the on-going safety and well-being of our employees and guests, Biltmore Farms' on-boarding process includes a criminal history disclosure and screening process for employees selected for employment.

Responsibilities

Serves as the Manager on Duty during the overnight hours in absence of Front Office Manager and/or Assistant General Manager.
Uses critical thinking and creative management skills to solve guest and team member problems.
Ensures compliance with company standards to ensure consistent high-quality guest relations.
Manages desk, resolves guest concerns, handles emergencies and other challenges that may occur during the assigned shift.
Implements resolutions by using discretion and judgment.
Greets customers immediately with a friendly and sincere welcome, uses a positive and clear speaking voice, listens to and understands requests, issues, and situations from both guests and team members.
Ensures accurate billing upon completion of guests stay to ensure standards of quality and service.
Completes auto-posting of all charges when closing out the day.
Thoroughly understands and adheres to proper credit, check-cashing, and cash-handling policies and procedures.
Reads the front desk log daily and including those from days not onsite.
Is aware of daily activities and meetings taking place in the hotel.
Assist in guest transportation, including driving the hotel shuttle as needed
Works overnight shifts with flexible schedule which include weekends and holidays.
Handles guest relocations as required.
Prepares daily forecast of expected arrivals and departures.
Performs other duties and responsibilities as assigned or required.