Night Auditor

Holiday Inn Express Waco•Waco, TX

2d•Onsite

About The Position

The Night Auditor is responsible for overseeing front desk duties during the night shift and ensuring guest payments are posted and all accounts are reconciled for the day. Established in 1988 as a family-owned business, Raines Co. has grown into a fully integrated development, management, and investment company that develops, operates, and owns the world’s leading hotel brands as well as boutique hotels. Raines has maintained a family-oriented culture that believes in building relationships with its associates, partners, and within the communities where they operate.

Requirements

Experience in customer service, forward-facing, or other guest-related positions
Proficient in Microsoft 365 or similar computer applications
Minimum High school diploma, GED or equivalent

Nice To Haves

Prior experience in the hospitality industry as a front desk agent or night auditor preferred
Experience with brand or property specific PMS, Quore, PBX and other hotel related systems
Associate’s degree in Business Administration, Hospitality or related major preferred

Responsibilities

Maintains a friendly, professional, cheerful, and courteous demeanor at all times
Accurately answers inquiries from potential guests and accepts hotel reservations
Consistently resolves guest problems and complaints in an efficient manner while demonstrating a sense of urgency
Responds to telephone and in-person inquiries regarding reservations, hotel information and guest concerns in a timely fashion
Uses suggestive selling techniques to sell room nights, increase occupancy and revenue
Resolves customer issues, complaints, and problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service
Allocates rooms to expected arrivals after checking the guest preferences and special requests
Ensures phone calls, wake up calls and messages for guests are handled in a prompt, efficient and professional manner
Cross checks all billing instructions to ensure they are correctly updated
Handles group arrivals and pre-registers each guest
Ensures payments are made or on file for each guest and that billing is routed for groups correctly
Completes cash transactions and maintains full responsibility for personal bank
Ensures Front desk log (book or system) is read and updated
Ensures safety by following guest check-in and security procedures and reporting suspicious activity to security, manager, or MOD
Balances accounts from the day shifts
Checks all payment methods are up to date and correspond to the rooms they are on file with
Posts transactions from outlets to appropriate rooms or ledger accounts
Verify that all end of day work has been performed
Ensure that M3 is balanced and any out of balance issues are reported to immediate supervisor before rolling the day
Enter room cleans in Hotel Effectiveness
Attends meetings as required