Night Auditor

APACHE CASINO HOTEL•Lawton, OK

4d•Onsite

About The Position

The Night Auditor is responsible for performing various tasks to ensure the smooth operation of the hotel during the night shift. This includes managing reservations, guest check-ins and check-outs, handling guest inquiries and complaints, and performing essential night audit functions. The role requires a positive attitude, exceptional service skills, and the ability to work independently and as part of a team.

Requirements

High school diploma or GED preferred.
Skills and abilities to perform data entry and work with personal computers and various programs (e.g. Microsoft Office programs, LMS, Bally).
Skills and abilities to work with cleaning equipment and sanitation systems.
Outstanding customer service skills.
Excellent communication skills, with the ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Passage of a background check and drug-screening test.
Ability to operate various types of equipment used in your department, for example personal computers and Microsoft Office programs, LMS, Bally’s, key encoder machine, PBX multi-line console, telephone, printers, copy and facsimile machines.
Competency to follow detailed procedures and ensure accuracy in documentation, carefully monitoring processes and routine work details.
Ability to clearly present information verbally and in writing; read and interpret complex information; actively listen and talk with guests and team members.
Ability to maintain a calm demeanor during stressful situations.
Demonstrate a high level of service delivery to ensure guest and team member satisfaction; handle service failures and prioritize guest and team member needs.
Prepare for known problems and opportunities in advance; willingness to undertake additional responsibilities and respond to situations as they arise.
Maintain high standards despite pressing deadlines; reinforce excellence as a fundamental priority.
Capable of using tact, maintaining confidences, and fostering an ethical work environment; giving proper credit to others, and handling situations honestly.
Ability to adapt behavior to others’ styles, interact with people who have different values, culture, or backgrounds, be of service to difficult people, optimize the benefits of having a diverse workforce, developing rapport with others, and recognizing their concerns and feelings to build and maintain long-term associations based on trust.
Share due credit with team members; display team spirit, enthusiasm and promote a friendly group working environment; work closely with other departments as necessary; support group decisions and solicit opinions from fellow team members.
Adjust work priorities as necessary.
Regular attendance is required.

Nice To Haves

Understanding and representing the core values of Apache Casino Hotel and living the mission of always providing exceptional service.
Understanding and complying with the Eye, Hi, Goodbye program.

Responsibilities

Make and confirm room reservations for guests, ensuring security of guest information.
Greet, check-in/out, and assign rooms to guests.
Schedule wake-up calls and take thorough, professional messages.
Handle, resolve, log, and communicate guest complaints.
Maintain updated room availability and guest accounts.
Schedule dry cleaning service, post to guest folio, and deliver to guest room.
Remain highly visible and readily available for guests.
Stay current on property promotions and answer related inquiries.
Provide solutions to problems for guests, team members, and management.
Use empowerment to exceed expectations and resolve conflicts.
Communicate with Housekeeping about VIP arrivals and expediting vacant clean rooms.
Make courtesy calls to guests to ensure room satisfaction.
Accurately compute bills, collect payments, and make changes for guests.
Follow and maintain proper credit procedures.
Operate a multi-line PBX system in a pleasant, efficient, and timely manner.
Perform night audit functions to verify all daily transactions.
Package all reports in an organized manner for recordkeeping.
Prepare and balance flash report and fax/email to key team members.
Maintain an operating bank, render bills, and issue change.
Maintain comps, direct mail coupons, and ensure billing profiles are accurate.
Complete shift checklist and submit to designated supervisor.
Work effectively with peers, team members, and regulatory agency personnel.
Train new team members.
Complete hotel work orders and inform pertinent team members of the issue.
Adjust work priorities as necessary.
Understand and comply with the Eye, Hi, Goodbye program.
Maintain confidentiality of business and financial matters.
Practice safety standards and report all safety issues immediately.
Follow all universal precautions, blood borne pathogen procedures, and PPE procedures.
Take responsibility for keeping a safe work area.
Adhere to and comply with all safety regulations when handling chemicals.
Report equipment malfunctions promptly.
Provide assistance to other employees to contribute to the smooth operation of the department and the hotel.
Maintain security of equipment, keys, and supplies.
Promote excellent guest service by practicing a courteous, tactful, and patient manner.
Practice the 5/10 rule: make eye contact and verbally greet guests and team members.
Report any suspicious activities immediately.
Perform other related duties as may be assigned.