Night Auditor-Hampton Inn Maui North Shore - Kahului Maui HI

Hotel Equities•Kahului, HI

3h•Onsite

About The Position

The Front Desk Night Auditor is often the first point of contact and the first impression for guests. Warm, knowledgeable service and helpful guidance reassure guests they’ve made the right choice to stay with us. This role involves checking guests in, issuing room keys, providing information on hotel services and room location, and ensuring required identification is taken from guests. The Night Auditor will answer phones, upsell rooms to maximize revenue, and process all guest calls, messages, requests, questions, or concerns, recording guest preferences in the system. Responsibilities also include checking guests out, resolving charges, accurately processing cash and credit card transactions, and managing guest safe-deposit boxes. The role requires communicating outstanding guest requests to management, solving guest problems using service recovery guidelines, and following hotel safety protocols. The Night Auditor may also book guest reservations, process cancellations, and work as part of a team, communicating with other departments to ensure excellent quality and service. Other duties may include guest room tours, concierge services, and special guest requests.

Requirements

High School diploma /Secondary qualification or equivalent.
Experience with Marriott, Hilton, IHG, Wyndham or Hyatt processes and standards.
Ability to frequently stand up behind the desk and front office areas.
Ability to carry or lift items weighing up to 50 pounds / 23 kilograms.
Ability to handle objects, products and computer equipment.
Basic computer skills to operate various property management and reservations systems, etc.
Being passionate about people and service.
Strong communication skills are essential when interacting with guests and employees.
Reading and writing abilities are used often when completing paperwork, logging issues/complaints/requests/ information updates, etc.
Basic math skills are used frequently when handling cash or credit.
Problem-solving, reasoning, motivating, and training abilities are often used.
Have the ability to work a flexible schedule including nights, weekends and/or holidays.

Responsibilities

Check guests in, issue room keys, and provide information on hotel services and room location.
Ensure required identification is taken from guests at check-in in line with local legislative requirements.
Answer phones in a prompt and courteous manner.
Up-sell rooms where possible to maximize hotel revenue.
Answer, record and process all guest calls, messages, requests, questions or concerns.
Record guest preferences in the system.
Check guests out, including resolving any late or disputed charges.
Accurately process all cash and credit card transactions using established procedures.
Issue, control and release guest safe-deposit boxes in line with hotel procedures.
Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up.
Take action to solve guest problems/complaints using appropriate service recovery guidelines.
Follow established hotel safety protocols and procedures at all times. Immediately report any health and safety incident, security breaches, concerns or suspicious behavior to the supervisor or manager on duty.
May routinely book guest reservations for individuals and/or groups that are requested either by phone or from within the hotel; process cancellations, revisions, and information updates on changes.
Work as part of a team and communicate with other departments as per hotel procedures to ensure excellent quality and service.
Perform other duties as assigned including guest room tours, concierge services, special guest requests, etc.