Night Auditor (M/F) - Pestana Village e Miramar

Grupo Pestana•Miramar, FL

12h•Onsite

About The Position

Receives and welcomes the client, complying with the standards and service standards of the section, in order to provide customer-centric service at all times, focused on their needs, aiming for their total satisfaction and loyalty. Cooperates with the other operational sections of the unit, providing information about clients and communicating operational activities to be carried out.

Requirements

Customer service-centric approach
Ability to cooperate with other operational sections
Proficiency in using the hotel's computer system for check-in/check-out, information retrieval, and data entry
Excellent communication and interpersonal skills
Ability to handle customer requests and resolve issues
Attention to detail for invoice control and data entry
Familiarity with hotel operations (Room Service, Housekeeping, etc.)
Ability to prepare keys and key cards
Knowledge of VIP client handling procedures
Understanding of city ledger preparation and invoice sending
Ability to handle cash deposits and control procedures
Complaint resolution skills
Archiving skills

Nice To Haves

Experience with The Leading Hotels of the World standards

Responsibilities

Verifies, during shift changes, the section's agendas to ascertain pending matters, alerts, and messages, possible scheduled or ongoing services, and analyzes, usually together with colleagues from the previous shift, pending occurrences and situations.
Monitors system entries and departures for the day, scheduled events, client-specific considerations, special requests, VIP clients, etc., at the beginning of the shift to stay informed about the day's operations.
Assists by retrieving all necessary system listings (arrivals and departures, room blocks, relevant client information, etc.) to serve as support in case of system failure.
Provides general customer service (telephone and front-office assistance, check-in and check-out, internal and external information, clarification of doubts, handling requests, etc.), ensuring customer satisfaction and loyalty.
Accompanies clients to their rooms, providing all necessary information about the unit and promoting its services and facilities, adhering to service standards. For units belonging to The Leading Hotels of the World, also complies with Leading standards.
Contacts other operational departments (Room Service, Housekeeping, Restaurant/Bar, etc.) as needed to ensure requested services are provided.
Responds to requests from internal departments (Reservations, Sales, etc.) regarding reception and customer service matters.
Supports the preparation of the next day's arrivals, which includes preparing keys, printing key cards, and coordinating with Housekeeping regarding details and special client requests (extra beds, cribs, early check-ins, late check-outs, etc.), usually during the afternoon shift.
Assists in drafting welcome letters for VIP clients and other necessary details.
Enters client data into the computer system (passport number, email, credit card, etc.).
Assists, if necessary, in controlling the day's invoices, ensuring correct invoice closing.
Handles late charges for minibar services not declared by clients.
Prepares the city ledger by verifying reservation processes and attaching corresponding copies to invoices for client submission.
May assist in preparing the cash envelope for the Finance department each shift, recording the deposit made in the safe in a dedicated logbook.
Receives and witnesses the deposit of closing cash envelopes from various unit sections.
Follows up on client complaints, seeking effective solutions to problems or issues raised. Situations beyond their responsibility are escalated to direct management.
Assists in archiving section documents (client reservation files, cash control sheets, etc.).
May perform other activities, not specified above, necessary for achieving the function's objectives.