Night Auditor

Home2 by Hilton (Springwood Hospitality)•Hazle Township, PA

33d•$18 - $18•Onsite

About The Position

The Night Auditor represents the hotel to the guest through their stay by performing sales and customer service functions related to guest registrations, reservations, and revenue collections. These functions should be handled in a way that assures guests receive a safe and secure place to stay with friendly, attentive service, ensuring a pleasant stay and smooth checkout. The Night Auditor is responsible for the total desk operation, acting as Manager on Duty, responding immediately to guest requests, and maintaining hotel safety and security during late evening and early morning hours. This role requires thorough communication with management staff.

Requirements

Must be able to clearly read, write, and understand English in order to service the needs of the great majority of our guests.
Must be able to lift and carry 25 pounds; push and pull 50 pounds.
Have a thorough knowledge of emergency procedures.
Have working knowledge of hotel property, hotel staff, and hotel services with hours of operations; room locations, types of rooms, and room selling strategies; hotel rates and discounts and how to handle each; hotel credit and check cashing policies and procedures.
Have working knowledge of downtime procedures in case computers go down.

Nice To Haves

Assist in Food and Beverage areas as needed. This would include setting up the breakfast items prior to the arrival of the morning host and assisting them when busy, and making coffee and cookies in the evenings among other items as required by the brand.
Where applicable…follow approved laundry procedures, ensure understanding of operation of washer and dryers. Assist in folding linen according to proper standards. Adhere to no iron laundry procedures.

Responsibilities

Provide the highest quality of service to the guest at all times, anticipating guest needs and exceeding expectations.
Assist guests efficiently, courteously, and professionally in all service-related functions to maintain the property's high standard of service and hospitality.
Greet and register guests, provide room assignments, and accommodate special requests whenever possible.
Assist in pre-registration and blocking of reservations.
Keep housekeeping and other departments informed of any special requests, late check-outs, and special need areas in the hotel.
Act as a liaison between management and guests, attempting to handle guest special requests and complaints on the first interaction and following up to ensure satisfaction.
Assist in maintaining public areas of the hotel in a clean and orderly condition.
Handle guest check-ins and check-outs efficiently, in a friendly and professional manner.
Meet with the Guest Service Representative from the prior shift to ensure all pertinent information was passed along in the pass-on log.
Organize the shift and review remaining reservations to arrive.
Verify that all updated contingency reports have been run.
Attend to special service requests, including securing valuables for guests and delivering complimentary amenities.
File credit cards, keys, and completed reports.
Complete express check-out envelopes (where applicable) and deliver to guest rooms before 5:00 AM.
Deliver newspapers to guest doors (where available).
Ensure all wake-up calls are handled promptly and properly.
Perform nightly backup of the property management system on tape and store it in the safe.
Complete a "person in charge" security report, identifying any unusual events and placing it on the General Manager’s desk for review.
Ensure all work in the property envelope is neat and accurate.
Prepare the AM Housekeeping Status Report, recording same-day check-outs, ready rooms, and rooms out of order.
Prepare the Newly Vacated Rooms report for Housekeeping, showing early departures.
Report to the Guest Service Manager or Assistant Manager at the end of the shift, reporting any unusual conditions and occurrences, and updating the pass-on log.
Represent the hotel regarding guest complaints and situations requiring immediate attention.
Resolve any discrepancies with departments being out of balance.
Print registration cards for next-day arrivals.
Verify guaranteed no-shows and complete the walked guest report.
Be knowledgeable of the frequent stay club, its benefits, and any current promotions.
Have working knowledge of reservations and procedures, take reservations, and know cancellation procedures and the company’s “walk” policy.
Ensure all cash, check, and miscellaneous departments are in balance at the end of each shift.
Check all credit cards to ensure they are valid.
Communicate with incoming shift associates by logging pertinent information in the pass-on log.
Develop a thorough knowledge of the accounting system, particularly how to handle guests being Direct Billed.
Develop a thorough knowledge of the property management system.
Post room charges, food & beverage charges, phone charges, compute guest bills (individual, group masters, and city ledger accounts) using PMS, collect payment, and make change for hotel guests following all cash handling procedures.
Answer inquiries pertaining to hotel services, shopping, dining, entertainment, and travel directions.
Maintain guest privacy by never announcing guest room numbers and never transferring calls to a room without the caller identifying the name of the person in that room.
Keep the Front Desk area neat, clean, and free of safety hazards.
Practice safety standards at all times and be alert to hazardous conditions, reporting or correcting them immediately.
Maintain proper key control for the property, including internal and guest keys, and never give an additional key to a guest without first checking their identification.
Receive and transmit mail, phone, and written messages for guests.
Maintain proper telephone etiquette.
Assist in Food and Beverage areas as needed, including setting up breakfast items, making coffee and cookies in the evenings.
Input daily information into the Profitel system and STS.
Attend to special service requests, including securing guest valuables in safety deposit boxes and ordering complimentary amenities.
Deliver requested items when possible.
Maintain the business center supplies and cleanliness.
Be aware of new potential sales contacts through guest interaction and report the information to the appropriate individual.
Promote repeat business by offering to take future reservations upon check-out and providing recommendations for alternate same brand-type products.
Provide Sales leads to the sales department or general manager.
Contribute and support hospitality programs to ensure their success.
Wear proper uniform at all times in accordance with the Standards of Appearance.
Follow approved laundry procedures, ensure understanding of operation of washer and dryers, and assist in folding linen according to proper standards.
Adhere to no iron laundry procedures.
Be thoroughly familiar with the Associate Handbook and adhere to all work rules, procedures, and policies established by the company.
Maintain certification from a responsible vendor training if alcohol is served at the property.
Perform other duties as assigned, of which the associate is capable of performing.