Night Auditor - Overnight Desk Agent

Omni Hotels & Spas•Fort Worth, TX

About The Position

The Night Auditor oversees and coordinates nighttime front desk and audit functions, performs computer maintenance requirements, and verifies and balances the day’s financial transactions. The role also serves as a primary liaison between guests and the hotel, providing front desk and PBX support and delivering personalized guest experiences in accordance with service standards and procedures. The Night Auditor prepares and distributes reports, completes nightly audit and backup procedures, balances postings and revenue, processes credit-card transmissions, and communicates relevant information to departments for the following morning. The role requires familiarity with hotel systems, amenities, facilities, rate plans, departmental relationships, local attractions, and emergency procedures.

Requirements

Excellent customer service and problem-solving skills.
Strong communication, computer, and organizational skills.
Maintain a professional business appearance, attitude, and performance.
Prior guest service experience is required; hotel front office experience is preferred.
Ability to work a variety of shifts, including weekends and holidays.
Ability to move, bend, lift, carry, push, pull, and place objects weighing up to 30 pounds without assistance.
Ability to stand, walk, or sit for an extended period or an entire work shift.
Ability to perform repetitive motion, including using a telephone or computer for an extended period or an entire shift.

Nice To Haves

Hotel front office experience.

Responsibilities

Prepare daily reports and distribute them as directed.
Prepare accurate VIP, complimentary, house-use, and out-of-order room lists.
Perform nightly Epitome backup procedures and drop tape.
Handle express checkouts and ensure their completion.
Complete the third-shift Night Audit checklist.
Balance daily postings and revenue and resolve inaccuracies.
Communicate information to relevant departments through wrap-up emails.
Understand front office standards and assist in resolving deficiencies.
Document errors made by cash-handling auditors.
Prepare daily in-house allowance and adjustment spreadsheets.
Prepare and send the DAR to appropriate team members.
Transmit credit-card transactions nightly through IPU and Epitome.
Follow check-in and check-out procedures and policies.
Act as a liaison between guests and the hotel.
Protect confidential guest information and guest room key access according to front office SOPs.
Perform PBX Operator duties and understand PBX emergency procedures and the alarm system.
Follow up on guest requests and concerns and adhere to the service recovery process.
Know and execute Front and PBX Moments of Service scenarios to standard.
Understand hotel systems, rate plans and codes, amenities, facilities, departmental relationships, and local attractions and businesses.
Assist guests in locating hotel areas and walk them to their destinations when possible.
Follow parking validation procedures and the Good Night’s Rest Policy.
Operate computers, printers, telephones, photocopiers, facsimile machines, pens or pencils, and two-way radios.
Engage with guests, identify and meet their needs, and aim to exceed expectations by delivering personalized, memorable experiences using the Power of One.