Night Auditor

Springwood Hospitality•Lancaster, PA

18d

About The Position

The Night Auditor represents the hotel during late evening and early morning hours and performs guest registration, reservation, customer service, and revenue collection duties. The role is responsible for the total front desk operation, serving as Manager on Duty, responding promptly to guest requests and complaints, maintaining hotel safety and security, and communicating thoroughly with management and incoming shifts. The position also completes nightly audit, accounting, reporting, and property-management-system tasks to support accurate operations and a pleasant guest stay.

Requirements

Clearly read, write, and understand English to serve the needs of most hotel guests.
Provide guest service efficiently, courteously, and professionally.
Maintain working knowledge of hotel services, staff, operating hours, room types and locations, selling strategies, rates and discounts, and credit and check-cashing policies.
Know reservation, cancellation, and walk procedures, as well as frequent-stay club benefits and current promotions.
Develop thorough knowledge of the accounting system, including Direct Bill procedures, and the property management system.
Follow required cash-handling procedures and maintain accurate, balanced shift records.
Maintain proper control of internal and guest keys; verify guest identification before issuing an additional key.
Maintain guest privacy and follow telephone etiquette, including not announcing room numbers or transferring calls without verifying the guest's name.
Be thoroughly familiar with emergency procedures and the Associate Handbook, and follow company work rules, procedures, and policies.
Wear the proper uniform and meet the property's standards of appearance.
Be able to lift and carry 25 pounds and push and pull 50 pounds.

Responsibilities

Provide courteous, professional service, anticipate guest needs, and help ensure a pleasant stay and smooth checkout.
Greet and register guests, assign rooms, accommodate special requests, assist with pre-registration and reservation blocking, and handle check-ins and check-outs.
Act as Manager on Duty during the shift, respond immediately to guest requests, and address complaints or situations requiring attention.
Communicate with management, other departments, and incoming and outgoing shift associates; maintain the pass-on log and report unusual events or conditions.
Maintain hotel safety and security, follow emergency and safety procedures, maintain key control, protect guest privacy, and complete the person-in-charge security report.
Review reservations and contingency reports; verify guaranteed no-shows, complete walked-guest reports, print registration cards, and prepare express check-out envelopes.
Post room, food and beverage, and phone charges; compute guest bills; collect payments and make change; validate credit cards; and balance cash, checks, and miscellaneous departments.
Resolve departmental out-of-balance discrepancies and complete nightly audit, accounting, and reporting duties, including entering daily information into Profitel and STS.
Back up the property management system nightly and understand downtime procedures.
Prepare housekeeping status and newly vacated rooms reports, and communicate special requests, late check-outs, and room status information to housekeeping.
Deliver newspapers, handle wake-up calls, deliver requested items and complimentary amenities, and secure guest valuables as requested.
Answer questions about hotel services, facilities, local shopping, dining, entertainment, and travel directions; receive and transmit guest mail and messages.
Maintain clean, orderly, and hazard-free front desk and public areas, and maintain business center supplies and cleanliness.
Assist with food and beverage tasks as needed, including preparing breakfast items, assisting the morning host, and preparing evening coffee and cookies.
Promote repeat business, take future reservations when appropriate, provide recommendations for same-brand properties, and share sales leads with the appropriate person.
Follow uniform, appearance, handbook, work-rule, laundry, and other company and brand standards; perform other assigned duties within the associate's capabilities.