Night Auditor

Tru by Hilton (Springwood Hospitality) • Derry Township, PA

3d • $18 - $18 • Onsite

About The Position

The Night Auditor represents the hotel to guests throughout their stay by performing guest registration, reservation, customer service, and revenue-collection functions. The role helps ensure a safe and secure environment, provides friendly and attentive service, and supports a pleasant stay and smooth checkout. The Night Auditor is responsible for the total front desk operation during late evening and early morning hours, acts as Manager on Duty, responds promptly to guest needs, and maintains communication with management and incoming shifts.

The position includes front desk, night audit, accounting, reporting, safety, and security duties. The Night Auditor handles guest arrivals and departures, reservations, billing and payments; completes and distributes operational reports; maintains cash and departmental balances; uses the property management and accounting systems; and assists with hotel services and public areas as needed. The role may also assist in food and beverage service, breakfast setup, laundry, and other assigned duties.

Requirements

• Clearly read, write, and understand English to serve the needs of most guests.
• Provide professional, courteous guest service and handle guest requests and complaints effectively.
• Maintain knowledge of hotel reservations, cancellation procedures, and the company’s walk policy.
• Develop thorough working knowledge of the property management system and accounting system, including direct billing.
• Follow hotel cash-handling procedures and maintain balanced cash, check, credit card, and miscellaneous departments.
• Have thorough knowledge of hotel property, staff, services, operating hours, room types and locations, selling strategies, rates, discounts, and credit and check-cashing policies.
• Maintain guest privacy and follow property key-control procedures, including verifying identification before issuing an additional guest key.
• Have working knowledge of downtime procedures and thorough knowledge of emergency procedures.
• Lift and carry 25 pounds and push and pull 50 pounds.
• Wear the required uniform and comply with the Associate Handbook, company work rules, procedures, and policies.
• Maintain responsible-vendor training certification if alcohol is served at the property.

Responsibilities

• Provide high-quality, courteous, and professional guest service; anticipate guest needs and exceed expectations.
• 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 a liaison between management and guests; address complaints and special requests promptly and follow up to confirm resolution.
• Act as Manager on Duty and respond to guest requests and situations requiring immediate attention during late evening and early morning hours.
• Communicate pertinent information between shifts using the pass-on log and report unusual conditions or occurrences to the Guest Service Manager or Assistant Manager.
• Organize the shift, review remaining arrivals, verify contingency reports, and maintain knowledge of room types, rates, discounts, hotel services, policies, and procedures.
• Handle reservations, cancellations, guaranteed no-shows, guest walks, registration cards, and future reservation opportunities.
• Post room, food and beverage, and telephone charges; calculate guest bills; collect payments and make change; validate credit cards; and follow cash-handling procedures.
• Ensure cash, check, credit card, and miscellaneous departments are in balance; resolve departmental discrepancies and develop knowledge of direct billing and the accounting system.
• Complete nightly backups of the property management system, store backups in the safe, follow downtime procedures, and input daily information into Profitel and STS.
• Prepare, complete, and distribute required reports, including security, housekeeping status, newly vacated rooms, walked guest, and property-envelope reports.
• 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.
• Maintain hotel safety and security, follow emergency procedures, keep the front desk and public areas clean and orderly, identify or correct hazards, and maintain proper control of internal and guest keys.
• Protect guest privacy, handle calls and messages appropriately, and never disclose room numbers or transfer calls to a room without verifying the caller’s intended recipient.
• Attend to special guest requests, secure valuables, deliver complimentary amenities and requested items, and maintain proper telephone etiquette.
• Assist in food and beverage areas as needed, including preparing breakfast items, assisting the morning host, and preparing evening coffee and cookies as required by the brand.
• Maintain business center supplies and cleanliness; assist with public-area upkeep and, where applicable, follow laundry procedures and fold linen to standards.
• Identify potential sales contacts, share leads with the sales department or general manager, promote repeat business, and support hospitality programs.
• Wear the proper uniform, follow the Associate Handbook and company policies, maintain required responsible-vendor certification if alcohol is served at the property, and perform other assigned duties the associate is capable of performing.

Benefits

• Salary starting at $17.50 per hour.
• 401K with employer matching contribution.
• Multiple team member appreciation gatherings throughout the year, centered around holidays and special events.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed