Night Auditor

Aparium Hotel Group•Fargo, ND

About The Position

The Guest Services Ambassador-Overnight/Night Audit role is not a front desk receptionist hiding behind a desk, generating paperwork, and swiping credit cards. At Jasper, the Ambassador owns the guest experience, ensuring that no need goes unmet and no opportunity to make a guest’s visit special is missed. The ambassadors are exquisite hosts, just as comfortable arranging the details of a surprise proposal, as they are giving a hotel tour to a curious neighbor or maneuvering a bell cart. The Overnight Ambassador knows the ins and outs of both the hotel and the surrounding community. They have a gracious demeanor and warm presence which makes every guest entering the lobby feel at ease, knowing that they have selected the right place. This position turns details and tidbits about guests into recognition and actions that make a stay at Jasper a personal, one-of-a-kind experience. This position is for Thursday, Friday, and Saturday overnight 11 PM - 7 AM.

Requirements

Passion for the people, place, and culture of our community
Minimum of (1) one year of experience in guest/customer service for luxury goods or services; or comparable combination of education and experience
Professional proficiency of the English language in reading, writing and verbal communication
Valid driver’s license and successful completion of Motor Vehicle Report required to assist in parking guest vehicles
Intermediate skills in Microsoft Excel and Word
Ability to lift up to 50 lbs. for handling guest luggage
Ability to push a bell cart with guest luggage that may contain up to 100 lbs.
Ability to work overnight shifts, may include weekends and holidays

Responsibilities

Complete night audit procedures in PMS and POS by running specified reports, which also includes completing balancing checklist to balance with room inventory, comps and voids report with appropriate back up
Follow and complete night audit checklist and prepare the night audit packet and email reports as needed, including the distribution of the daily financial report
Communication with Accounting Team and Food + Beverage leadership of End Of Day reporting
Preparation of Daily Line Up report
Demonstrate passion and genuine care for all aspects of a guest’s experience, handling all interactions with the highest level of hospitality and professionalism, understanding that the hotel guest is your guest
Own all aspects of a guest’s experience from beginning to end by ensuring accurate and thorough reservation details, an inviting arrival, recommendation of local experiences, and a seamless departure, ascertaining satisfaction throughout and adjusting as necessary
Accommodate special requests whenever possible, even if it requires breaking protocol for the benefit of the guest, as our service style and standards are a guide to help you use sound judgment
Serve as the tour guide for all hotel experiences a guest may encounter, following your intuition to uncover each guest’s likes or dislikes enabling you to add a personalized touch that creates a special memory
Demonstrate mastery of the hotel’s systems to ensure accurate information is input, updated, and utilized to respond through a variety of guest communication channels, from pre-arrival to post-departure
You are fanatical about the details of each guest, ensuring that all requests are delivered, and no aspects are overlooked to deliver a seamless experience
Always prioritize the guest’s satisfaction, adjusting your actions and behaviors to support what the guest needs at any given moment. You adjust easily and do not hesitate to wear a variety of hats to support the experience, acting as bellman, valet, or greeter as the situation demands
Display professionalism and discretion throughout all guest interactions, maintaining a consistently calm and engaging presence
Demonstrate expert knowledge of the position’s service standards, procedures, and practices, utilizing this knowledge to independently remedy guest concerns and proactively suggest recommendations to the Guest Service Manager to improve upon the services offered to our guests
Collaborate effectively with co-workers and other departments to ensure guest needs are met. You work cooperatively with others, mending relationships if disagreements arise, and are responsive to feedback
Seize any opportunity to go beyond the expectations of the position to assist with a guest’s needs, help a co-worker, cross-train in another department, or fulfill a reasonable request by a manager
Maintain and adhere to hotel policies regarding a cash bank and make daily deposits with accurate report of receipts daily