Night Auditor

EOS Hospitality•Kennebunkport, ME

8h•Onsite

About The Position

The Kennebunkport Inn is a historic, charming, and upscale hotel located just steps from all the shops and restaurants in Dock Square. We are seeking a dynamic, personable individual to be the nighttime face and personality of our property who guests, locals and tourists alike can turn to for answers, advice, and assistance after the rest of our staff have left for the day. While this position is based out of the Kennebunkport Inn, this role will be responsible for all incoming overnight guest needs of the resort collection. The selected candidate will be a respected member of our team as well as a highly visible and essential part of every guest’s experience. From checking in late-arriving guests and taking reservations over the phone to resolving customer service challenges and maintenance issues, this position requires exceptional verbal communication skills and a positive attitude. After guests have retired for the evening, you will review the billing receipts for all registered guests to make sure all charges are correct. We will provide step-by-step instruction and training to handle all accounting-related responsibilities with confidence. Whether you’re just beginning your hospitality career and want to acquire a wide range of experience or you’re a seasoned customer service professional seeking a position you can truly call your own, we welcome all applications. The ideal candidate will take a personal interest in every guest’s satisfaction and remain calm and cheerful in challenging situations. If this sounds like you, we’d love to hear from you.

Requirements

Exceptional verbal communication skills
Positive attitude
Take a personal interest in every guest’s satisfaction
Remain calm and cheerful in challenging situations
Working knowledge of all rates, packages, groups, and booking restrictions
Thorough working knowledge of hotel guest services/property management system

Responsibilities

Use PMS to review property occupancy levels.
As the sole representative for the company during overnight shifts, take full responsibility of the security of premises and act as property leader in case of emergency. Act promptly to notify emergency services and upper management if an issue arises.
Conduct property walk-throughs and inspect all public spaces to ensure safety, cleanliness, and security.
Problem solve to correct small maintenance and housekeeping inquiries, such as assisting with TVs, heat and air conditioning, replacing of remote batteries, delivering additional linens, etc.
Communicate a thorough report of overnight happenings to daytime team members.
Provide telephone services for guests, vendors, and all incoming inquiries and direct calls to the appropriate personnel.
Adhere to all provided KRC service scripts when addressing guests in person or over the phone.
Greet and welcome all guests in a professional and hospitable manner. Interact with guests in a respectful, cheerful, and polite manner. Engage to ensure we are meeting all guests’ needs.
Build welcome packets and issue keys as assigned.
Direct guests as they arrive onto property accordingly.
Check in guests upon arrival and securely provide them with a room key. Communicate all necessary property and area information for them to have a successful stay.
Verify guests' identification upon check in and as needed upon room key requests.
Verify guest payment method at check in and check out. Complete the necessary authorization upon check in, and final processing of payment upon check out.
Have full knowledge of all parking options on property.
Be informed of all events taking place on property.
Assist guests in getting luggage to their rooms. Work closely will drivers and front desk agents to maximize guest experience.
Be fully knowledgeable of guest charges and fees and be able to explain fees and charges to guests.
Monitor guest accounts and post necessary charges as they occur. Monitor guest room charges posted by the restaurant and through group events.
Review accounts and charges with guests during the checkout process. Print a final folio/invoice for guests review prior to collecting final payment and answer any billing questions.
Monitor and assign rooms in guest services system as reservations come in. Advise housekeeping staff when rooms have been vacated and are ready for cleaning.
Working knowledge of all rates, packages, groups, and booking restrictions.
Have a thorough working knowledge of hotel guest services/property management system.
Awareness of guestroom availability.
Inspect guest rooms for arrival.
Review administered reports daily, such as in-house rooming list, arrivals and departures.
Communicate closely with other departments, such as when a guest reports a maintenance work order or housekeeping issue to be addressed. Use Whistle to submit maintenance tickets and monitor cross-departmental communication during shift.
Receive and expedite all guest messages, packages, and mail received.
Make and confirm reservations over the phone as staffing allows and when the reservations department is not available. Work closely with centralized reservations team to align on room deposits, specialty reservations, VIPs, and groups.
Interdepartmental communication via email and Microsoft teams
Answer inquiries pertaining to hotel services, registration of guests, and shopping, dining, entertainment, and travel directions. Work closely with concierge when appropriate and necessary.
Monitor completion of Front Office shift reports/communication daily.
Maintain the lobby, sitting areas, and front desk area, ensuring beverage and snack stations are replenished and clean. Fix any uncleanliness, waste, newspapers/brochures, etc.
Set up signage for events and prepare areas for programming or activities functions.
Assist Guest Service Manager with inventory of breakfast/housekeeping dry good, ordering, and placing away orders.
Handle and oversee all lost and found inquiries, following proper guidelines. Work with housekeeping to ensure all items are reported, logged, and returned to the guest as soon as possible.
Securely retain guests' valuables in hotel safes or safe-deposit boxes as requested.
Responsible for safekeeping and issuance of managerial keys.
Responsible for safety and handling of department banks and any cash drawers. Count bank /with witness upon shift turnover. Ensure cash and any bank keys remain secure for duration of shift.
Post and drop/deposit all incoming revenue per shift.
Attend departmental meetings and training sessions as required. Assist in training new staff as requested.
Review amenity orders for incoming arrivals. Make amenity deliveries to guest rooms as required.
Set up continental-style breakfasts and breakfast delivery service for guests

Benefits

Employer-subsidized medical, dental, and vision insurance
Company-funded $25K in complimentary life insurance and $1K/mo. in disability
Optional Disability, Life and AD&D, Critical Illness, and Accident Insurance options
Additional Health & Wellness benefits including prescription and gym membership discounts
Generous Paid Time Off package including Employer Paid Leave plus immediate Paid Vacation accruals
Flexible and understanding work-life equality
Family Matters Program of 3+ months paid parental leave for new parents
401k employer match, up to 4% of salary
Competitive wages with ongoing market analysis with annual performance evaluations and compensation adjustments
Discounted employee and immediate family hotel rates as low as $59 per night at EOS Hospitality portfolio locations
Food and Beverage discount of 50% Off at EOS Hospitality portfolio locations
Gold Card annual complimentary restaurant allowance for managers
Discounted lodging rates from New England Inn & Resort Association partners
Pathways for growth and professional development including training and tuition reimbursement
Relocation assistance to temporary employer housing
Incentive opportunities for both hourly and managerial roles
Supportive, open workplace culture
Company-funded Employee Assistance Program for life and mental health resources