Night Auditor - Overnight Desk Agent
About The Position
The Night Auditor oversees and coordinates nighttime front desk and audit functions, executes computer maintenance requirements, and ensures all financial transactions for the day are verified and balanced. The role also serves as a primary liaison between guests and the hotel, providing personalized service and helping resolve guest requests and concerns in accordance with front office standards and the service recovery process. The Night Auditor must be familiar with hotel check-in and check-out procedures, front office and PBX duties, hotel systems and equipment, rate plans, amenities, facilities, departmental relationships, local attractions, parking validation procedures, and the Good Night’s Rest Policy. The position requires protecting confidential guest information and room-key access and communicating relevant information to departments and team members.
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.
- Must be able 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 and computer for an extended period or an entire shift.
Nice To Haves
- Prior hotel front office experience.
Responsibilities
- Prepare daily reports and distribute them as directed.
- Prepare VIP, complimentary, house-use, and out-of-order room lists accurately.
- Conduct nightly backup procedures for Epitome 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 necessary information to departments the following morning 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.
- Ensure nightly credit-card transmission through IPU and Epitome.
- Follow check-in and check-out procedures and policies.
- Serve as a primary liaison between guests and the hotel.
- Protect confidential guest information and guest room-key access in accordance with front office SOPs.
- Be familiar with PBX Operator duties and emergency procedures and the alarm system in the PBX department.
- 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.
- Be familiar with front office systems and equipment, hotel rate plans and rate codes, amenities, facilities, departmental relationships, and local attractions and businesses.
- Assist guests in locating hotel areas, walking them to their destination when possible.
- Follow parking validation procedures and the Good Night’s Rest Policy.
- Operate the computer, printer, telephone, writing utensils, photocopying machine, facsimile machine, and two-way radio effectively.
- Engage with guests, identify their needs, meet or exceed expectations, and deliver personalized, memorable experiences using the Power of One.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
