Night Auditor

Fairfield Inn/Towneplace Suites (Springwood Hospitality)•Manheim Township, PA

8d•$18 - $18•Onsite

About The Position

The Night Auditor represents the hotel to guests during their stay by handling guest registration, reservations, customer service, and revenue collection. The role is responsible for the total front desk operation during late evening and early morning hours, acts as Manager on Duty, responds promptly to guest requests, communicates with management, and helps maintain hotel safety and security. The position supports a safe, welcoming guest experience and smooth checkout while maintaining the hotel’s standards of service and hospitality. The Night Auditor performs front desk and night audit duties, including guest check-in and checkout, reservation and room assignment support, posting charges and collecting payments, balancing cash and department accounts, producing and distributing reports, and maintaining accurate shift records. The role also assists with hotel upkeep and food and beverage tasks as needed, responds to guest needs and complaints, follows safety and emergency procedures, and supports repeat business and sales opportunities. The position is at Fairfield Inn & Suites/TownePlace Suites by Marriott in Lancaster, a dual hotel with 145 guest rooms, a fitness center, and complimentary breakfast. Springwood Hospitality describes its approach as emphasizing training, professional and personal development, creativity, self-leadership, and making a positive difference for guests, team members, owners, and the community. Starting pay is $17.50 per hour.

Requirements

Clearly read, write, and understand English to serve guests.
Ability to lift and carry 25 pounds and push and pull 50 pounds.
Thorough knowledge of emergency procedures.
Thorough knowledge of room types, hotel services and hours, room locations, rates and discounts, room-selling strategies, and hotel credit and check-cashing policies.
Working knowledge of reservations, reservation procedures, cancellation procedures, and the company’s walk policy.
Knowledge of the frequent stay club, its benefits, and current promotions.
Develop and maintain thorough knowledge of the accounting system, including direct-billed guests, and the property management system.
Follow company work rules, procedures, and policies, including those in the Associate Handbook.
Wear the proper uniform in accordance with the Standards of Appearance.
Maintain responsible vendor training certification if alcohol is served at the property.

Responsibilities

Provide attentive guest service and anticipate guest needs throughout their stay.
Represent the hotel during late evening and early morning hours, act as Manager on Duty, respond to guest requests, and maintain communication with management staff.
Greet and register guests, assign rooms while accommodating special requests where possible, and assist with pre-registration and reservation blocking.
Handle guest check-ins and check-outs, reservations, guest inquiries, complaints, and special requests professionally and efficiently.
Coordinate with housekeeping and other departments regarding special requests, late checkouts, room status, and guest needs.
Meet with the prior shift’s Guest Service Representative, review the pass-on log and remaining arrivals, and communicate pertinent information to the incoming shift.
Review reservations and verify updated contingency reports; print registration cards for next-day arrivals; verify guaranteed no-shows and complete walked-guest reports.
Post room, food and beverage, and phone charges; compute guest bills; collect payments and make change; validate credit cards; and follow cash-handling procedures.
Balance cash, check, and miscellaneous departments and resolve departmental discrepancies.
Complete night audit reports, security reports, property envelopes, housekeeping status reports, and newly vacated rooms reports; leave completed reports in assigned areas and report unusual conditions at shift end.
Complete express checkout envelopes where applicable and deliver them to guest rooms before 5:00 AM; deliver newspapers where available and ensure wake-up calls are handled promptly.
Back up the property management system to tape and store it in the safe; maintain working knowledge of downtime procedures.
Maintain guest privacy, proper key control, telephone etiquette, and the security of guest valuables; do not disclose room numbers or provide additional keys without checking identification.
Maintain the front desk, public areas, and business center in a clean, orderly, and safe condition; report or correct hazards promptly.
Receive and transmit guest mail, phone calls, and written messages; deliver requested items when possible.
Assist in food and beverage areas as needed, including preparing breakfast items, supporting the morning host, and preparing coffee and cookies in the evenings when required.
Input daily information into the Profitel system and STS.
Promote repeat business by offering future reservations, making recommendations, and passing sales leads to the sales department or general manager.
Support hotel hospitality programs and follow emergency procedures, appearance standards, company policies, and applicable laundry procedures.
Maintain required responsible vendor training certification if alcohol is served at the property.
Perform other duties as assigned that the associate is capable of performing.