Night Auditor

Commonwealth Hotels•Erlanger, KY

14d•Onsite

About The Position

The Night Auditor works overnight at the Courtyard by Marriott Cincinnati Airport in Erlanger, Kentucky, delivering guest service throughout the check-in and check-out process. The role supports a smooth guest experience by managing reservations and payments, responding to inquiries and concerns, coordinating with hotel departments, maintaining guest records in the property management system, promoting hotel services, and following security procedures. The position is full-time and requires flexibility to work weekends and holidays. The hotel describes a supportive, team-oriented environment with opportunities for training, professional growth, and career development within the Marriott brand. The role offers interaction with a diverse range of travelers, including business professionals and vacationing families.

Requirements

Previous experience in a customer-facing role, such as hospitality, retail, or food service.
Strong interpersonal skills and a focus on exceptional service.
Familiarity with computers and software systems, especially reservation or property management systems (PMS).
Strong verbal and written communication skills for professional interactions with guests and team members.
Flexibility to work weekends and holidays.
Experience handling multiple tasks, such as answering phones, handling reservations, and assisting guests simultaneously, is relevant to the demands of the role.

Nice To Haves

Hospitality or front desk experience is preferred.
Experience handling guest complaints or resolving conflicts calmly and effectively.
Experience working irregular hours, such as evening, weekend, or holiday shifts.

Responsibilities

Assist guests efficiently with check-in and check-out.
Handle room reservations, cancellations, and modifications accurately, maintaining up-to-date records.
Respond promptly and professionally to guest inquiries, complaints, and special requests, aiming to exceed expectations.
Process room charges, deposits, and refunds accurately and in accordance with hotel policies.
Coordinate with departments such as housekeeping and maintenance to address guest needs and resolve issues.
Provide information about hotel services, amenities, local attractions, and transportation options.
Resolve guest concerns or complaints effectively and escalate issues when necessary.
Maintain accurate, organized records of guest stays, payments, and interactions in the hotel’s property management system (PMS).
Upsell rooms and promote hotel amenities, including dining options and event spaces.
Follow safety and security protocols, verify guest identification, and monitor for suspicious activity.