Night Auditor - The Wilde Resort and Spa

Lodging Dynamics•Sedona, AZ

6d•Onsite

About The Position

The Night Auditor is responsible for completing the audit process as detailed in the checklist. They will also audit all the daily activity and report any discrepancies to management. The Night Auditor is responsible for providing attentive, courteous service to all guests at arrival and throughout their stay and follow up on guest inquiries during the overnight shift. The Night Auditor is also responsible for setting up departure and arrival billing and reservation and inquiry calls during their shift. He/she is expected to actively develop excellent service skills in working with guests and co-workers. Other responsibilities include preparing the lobby and back office for the following day. This position offers 30 hours per week with 3 ten hour shifts per week.

Requirements

High School diploma or equivalent.
Analytical and mathematic skills as pertain to guest billing.
Excellent organization and time management skills.
Ability to communicate clearly and effectively with customers, co-workers and managers.
Knowledge of Microsoft Office, Internet and Property Management Systems.
Ability to work a flexible schedule, including weekends and holidays.
Ability to stand during entire shift.
Must be able to work nights and early mornings.
Must demonstrate dependable attendance and punctuality at all times.
Must be able to understand basic financial principals and perform calculations.
Must work well in stressful situations.
Must be effective at listening to, understanding, clarifying and resolving the concerns and issues raised by clients, guests and co-workers.
Must be effective in handling problems in the workplace, including anticipating, preventing, identifying and solving problems as necessary.
Must maintain composure and objectivity under pressure.
Must be able to convey information and ideas clearly.
Must be able to evaluate and select among alternatives courses of action quickly and accurately.

Responsibilities

Complete the audit process as detailed in the checklist.
Audit all daily activity and report any discrepancies to management.
Provide attentive, courteous service to all guests at arrival and throughout their stay.
Follow up on guest inquiries during the overnight shift.
Set up departure and arrival billing and reservation and inquiry calls during their shift.
Actively develop excellent service skills in working with guests and co-workers.
Prepare the lobby and back office for the following day.
Run the audit process without exception and inform management immediately of any errors.
Complete Night Audit checklist.
Run all audit reports and organize as directed.
Verify hotel balances.
Verify authorizations on cards are fulfilled or notify management.
Verify that guest rates are correct.
Demonstrate knowledge of emergency procedures.
Report minor guest and employee incidents in writing.
Notify management immediately of any police, fire, or ambulance services that come to the hotel.
Report major plumbing and electrical issues to management immediately.
Maintain high standards of personal appearance and grooming.
Wear name tag when working.
Maintain a professional and friendly demeanor at all times.
Establish and maintain good communications and teamwork with fellow employees and other departments within the hotel.
Be attentive, courteous, and efficient in dealings with clients, guests, managers, and all other employees.
Demonstrate genuine caring and commitment to guest service.
Greet and welcome all guests approaching the front desk in accordance with standards.
Handle check-ins and check-outs in a friendly, efficient, and courteous manner.
Respond to all guest requests, problems, complaints, and/or accidents presented at the front desk or through reservations in an attentive, courteous, and efficient manner.
Follow up to ensure guest satisfaction.
Answer all guest inquiries (i.e. hotel services and amenities, the area, etc.).
Ensure delivery of packages, mail, and messages as needed to guests.
Follow all credit policies.
Be aware of all rates, packages, and special promotions.
Be familiar with all in-house groups.
Obtain all necessary information when taking room reservations and follow rate quoting.
Fully understand and be able to operate all relevant aspects of the front desk computer system.
Focus on contributing to guest satisfaction.
Demonstrate appropriate phone skills.
Use proper inquiry call process.
Complete shift responsibility checklist.
Keep front office area clean and tidy.
Set up wake-up calls.
Comply at all times with standards and regulations to encourage safe and efficient hotel operations.
Be familiar with all policies and hotel rules, as well as hotel terminology.
Develop full understanding of hotel amenities and services.
Understand emergency procedures and be prepared to help when necessary.
Ensure personal correct and accurate cash handling while at the front desk.
Distribute or tabulate any work as outlined by management.
Perform any other duties as requested by management.