Customer Service- Front Desk OVERNIGHT SHIFT

Job Description

Job Title : Night Auditor

The Night Auditor responsible for the overall operations and appearance of the front desk of a hotel, typically during the overnight shift.

The Night Auditor is also responsible for attending to all front office needs, the needs of guests, especially during check-in and check-out and is responsible for balancing the revenue and expense transactions, which occurred during the day at the hotel.

This essential position is also responsible for reporting of revenues and activity of the hotel to regional and corporate level systems as directed.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

Check-in and check-out hotel guests in a confident, professional, and friendly manner.

Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.

Provide gracious and efficient telephone service.

Review arrivals noting special requests and blocking rooms as necessary for VIP and group arrivals.

Complete all items as listed on shift checklists.

Ensure proper credit card procedures are followed at all times to include credit card authorization / charging and guest signature on registration slip.

Adhere to all cashiering procedures : open, secure and balance out shift banks to include the verification of all cash

Issue guest safety deposit boxes as requested.

Communicate service and amenities of the hotel to guests.

Communicate pertinent guest information to designated departments / personnel (i.e., special requests, amenity deliver).

Meet with departing Front Office staff to review business status and follow up items.

Provide Concierge service - fluent knowledge of local restaurants, special events, city attractions, and guest amenities.

Knowledgeable of hotel fire and emergency procedures.

Keep the front desk areas clean and well organized.

Assist with reservations calls in a professional manner.

Document maintenance needs and submit to appropriate manager.

Maintain complete knowledge of all hotel features / services, hours of operation.

Knowledge of all room types, numbers, layout, décor, appointments and location; and all room rates, special packages and promotions.

Knowledge of daily house count and expected arrivals / departures and room availability status for any given day.

Prepare any / all reports as directed.

Prepare appropriate housekeeping reports as directed.

Completing and producing various audit reports dictated by brand, system and ALH requirements.

Performing all the duties as outlined in the brand and reservation system training manuals.

Closing, balancing and making necessary corrections to guest and hotel accounts.

Counting and balancing cash, credit cards and direct bill accounts.

Investigation or analyzing out-of-balance situations and making adjustments or corrections as needed.

Communication to all necessary managers on property, GM and corporate office staff with reference to reporting and audit of daily revenues.

Education and / or Experience

Six months or more at a hotel front desk, preferably as an auditor.

Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly be required to stand and walk and occasionally sit. The employee must occasionally lift pull / push and / or move up to 25 pounds.

Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.