Weekend Night Auditor (Hampton Inn and Suites Raleigh/Crabtree)

Hampton Inn and Suites Crabtree•Raleigh, NC

28d•Onsite

About The Position

The Night Auditor supports the Hampton Inn & Suites Raleigh/Crabtree’s front desk and overnight operations, providing reliable, accurate, and welcoming service to hotel guests. The role uses hotel systems and shift handoff information to support guest satisfaction and brand quality standards, respond to guest issues through final resolution, and build guest loyalty through professional behavior, competent service, and sincere hospitality. The Night Auditor assists department managers and other hotel teams as needed to maintain a friendly atmosphere and superior guest service. The position also helps protect hotel revenue, follow financial controls, maintain operational and safety standards, and support hotel occupancy, rate, revenue, and cost objectives. Schedules may vary from week to week, and weekend and holiday availability is required.

Requirements

High school diploma or GED is desired but not essential.
Previous related experience in hospitality or front desk service is strongly preferred.
Comfort in a computerized environment is essential.
Work well and communicate effectively with team members and departments.
Read and write in English and perform mathematical computations, including addition, multiplication, and calculation of room rates, taxes, and percentages.
Communicate effectively and courteously with hotel guests and clients, using tact and diplomacy.
Excellent verbal and telephone skills.
Remain calm and organized when handling multiple demands; follow directions accurately and efficiently.
Ability to stand, walk, carry, talk, listen, and coordinate with other team members; may be on feet for a large portion of the shift.
Ability to use a computer, monitor, and telephone; manipulate tools or controls; and lift or move objects, including packages and shipments.
Ability to lift approximately 20 pounds overhead.
Ability to sustain focus and attentiveness for extended periods and plan ahead across multiple tasks.
Must be available to work weekends and holidays.

Nice To Haves

Previous hospitality or front desk service experience.

Responsibilities

Complete and stay current on mandated Hampton Inn & Suites and Hilton Worldwide training and certifications.
Accurately make reservations and complete guest check-in and checkout procedures, including recording guest information and verifying payment.
Protect guest and client security and privacy, including following key control, identification, phone transfer, and credit card procedures.
Respond to guest issues and requests through resolution, using appropriate communication channels.
Record and enter guest wake-up call information accurately.
Assist guests with billing inquiries, meeting-room directions, hotel amenities, hours of operation, and information about local attractions, shopping, and restaurants.
Communicate with bell and driver staff to coordinate guest pickups and drop-offs.
Stay informed about current and upcoming meetings and functions; assist with group information entry and banquet event billing as requested.
Support day-to-day arrivals, HHonors assignments, and amenities in accordance with operational and brand standards.
Set a positive service example for other Guest Services staff and contribute to a cooperative, continuously improving team culture.
Maintain brand standards for operations, safety, and service; act on or report issues affecting guest or team-member safety.
Understand and execute strategies supporting occupancy, rate, revenue, and cost goals; follow Front Desk processes and financial controls for cash, vouchers, inventories, and receivables.
Coordinate with Housekeeping to fulfill and follow up on guest requests, offering alternatives when necessary.
Coordinate with Engineering to respond to guest needs and maintain the hotel.
Assist in hotel areas outside the usual work area when requested during a scheduled shift.
Understand competitors and market the hotel against them; make rate decisions within established parameters and consult senior team members when appropriate.
Keep written notes and plan ahead to track guest requests and essential information.