Night Auditor

ADM- Night Auditor Job Description

POSITION TITLE: Night Auditor

DEPARTMENT: Guest Service

POSITION PURPOSE Responsible for providing excellent customer service and maintaining strong professional relationships. Assists customers with reservations, advises of the status of reservations, furnishes information on hotel facilities, and sends product literature. Courteously and promptly resolves customer questions and problems or properly refers them to appropriate personnel. Completes related records, reports, and documentation. Performs miscellaneous clerical duties as required.

ESSENTIAL FUNCTIONS AND BASIC DUTIES1. Assumes responsibility for the accurate entry of customer reservations.

A. Receives reservations by phone, fax, and mail.

b. Processes reservations, enter into the computer, and provides additional information

c. Acknowledges faxed and mailed reservations. Verifies pricing, discounts, billing information. Notifies customers of room features and anticipated availability.

d. Maintains files

e. Researches and resolves problems

f. Sends information to customers.

2. Assumes responsibility for effectively performing miscellaneous customer service functions.

a. Check-in and out customers

b. Processes customer payments and post applicable charges

c. Informs customers of credit holds

d. Conducts customer surveys and interact with guests regarding their stay.

3. Assumes responsibility for establishing and maintaining professional working relations with customers

a. Resolves questions, requests, and problems promptly and courteously. b. Keeps customers informed of Company policies, procedures, and status of their accounts. Revision Date: Customer Service Specialist Page 2c. Politely obtains and conveys information as needed.

d. Maintains the Company's professional reputation.

e. Provides superior customer service.

4. Assumes responsibility for establishing and maintaining effective working relations, communication, and coordination with Company personnel and management.

a. Assists and supports area personnel as needed.

b. Coordinates with the Accounting Department regarding customer credit status.

c. Keeps management informed of area activities and of any significant problems.

d. Attends and participates in meetings as required.

PERFORMANCE MEASUREMENTS1. Customer service is accurate, prompt, and courteous.2. Files are correct, current, and well maintained. Required reports and records are complete and timely.3. Customer problems are politely and quickly researched and resolved. Professional business relations exist with customers and assistance is provided as needed.4. Effective working relations exist with Company personnel. Assistance is provided as needed.5. Management is appropriately informed of area activities.

QUALIFICATIONS

EDUCATION/CERTIFICATION: High school graduate or equivalent.

REQUIRED KNOWLEDGE: Knowledge of Company products and sales policies and procedures.

EXPERIENCE REQUIRED: Customer service and data entry experience preferred. SKILLS/ABILITIES: Excellent communications and public relations skills. Well organized. Attentive to detail. Willingness to assist others. Strong typing abilities. Able to use PC, calculator, and office equipment

• Employee assistance program
• Employee hotel room discount
• Holiday pay
• Paid time off
• Paid training
• Professional development assistance