Night Auditor

Position:                    NIGHT AUDITOR

Reports to:                 General Manager

Division:                     Rooms

Department:               Guest Services

Classification:           Non-exempt    

SUMMARY:

The Night Auditor is responsible for the front desk operation during the overnight shift. To act as Manager on Duty and anticipate the guest’s needs and exceed their expectations. To represent the hotel in the late evening and early morning hours. Keep the General Manager informed of any guest complaints or situations that occurred during the night. Responsible for maintaining hotel safety and security during these hours. Primary responsibilities include: registering guests, making reservations, preparing daily reports, balancing transactions, and conducting security walks. Night Auditors must be able to work independently and with minimal supervision. They must also be able to problem solve and troubleshoot in order to resolve guest issues that may arise and respond to emergency situations.

GENERAL RESPONSIBILITIES:

• Provide the highest quality of service to the guest at all times. 
• Assist in maintaining public areas of the hotel in a clean and orderly condition. 
• Greet and register guests and provide room assignments accommodating special requests whenever possible. 
• Handle guest check-ins and check-outs efficiently and in a friendly and professional manner. 
• Have a thorough knowledge of the property and the community. 
• Assist guests with general services such as check cashing, making change, and answering any general questions pertaining to such things as hotel services, shopping, dining, entertainment, and travel directions. 
• Have a thorough knowledge of the room types and the differences between them. 
• Attend to special service requests including securing of valuables for guests and delivering complimentary amenities. 
• Represent the Hotel in regard to guest complaints and situations that require immediate attention. 
• Meet with Guest Service Representative from prior shift to ensure all pertinent information was passed along in the pass on log. 
• Organize shift and review remaining reservations that are to arrive. Verify that all updated contingency reports have been run. 
• Resolve any discrepancies with department out of balance. 
• Print registration cards for next day arrivals. 
• Verify guaranteed no-shows and complete walked guest report.
• Maintain a Daily Variance Log to be reviewed by General Manager daily. 
• File credit cards, keys and completed reports. 
• Complete the express check-out envelopes (where applicable) and deliver to the guest rooms before 5:00 AM. 
• Ensure USA Today papers are delivered to guest’s doors. (where available) 
• Ensure that all wake-up calls are handled promptly and properly. 
• Ensure all work in property envelope is neat and accurate. 
• Receive and transmit mail, phone, fax, and written messages for guests. 
• Prepare AM Housekeeping Status Report recording same day check-outs, ready rooms and rooms temporarily out of order. Prepare Newly Vacated Rooms report for Housekeeping showing early departures. 
• Leave all completed reports at the assigned areas for the General Manager/Owner. 
• Report to GM/Owner at the end of your shift, reporting any unusual conditions and occurrences as well as updating the pass on log. 
• Have working knowledge of downtime procedures in case computers go down. 
• Must be thoroughly familiar with Employee Handbook and all policies and rules it contains.
• Must adhere to all work rules, procedures, and policies established by the company, including, but not limited to, those contained in the Employee Handbook, Safety Manual, and operating guides.
• Wear proper attire at all times in accordance with the Company Dress Code.
• Assist with other guest service or housekeeping tasks as needed to ensure excellent  service to hotel guests. 
• Other duties as assigned, of which employee is capable of performing.

FINANCIAL RESPONSIBILITIES:

• Ensure credit card draft capture is in balance. 
• Post room charges, food and beverage charges, phone charges, compute guest bills using property management system, collect payment following all cash handling procedures as required by the property. 
• Balance FD and TP accounts to zero as well as all restaurant credit card accounts. Balance all rebates, paid outs, and miscellaneous charges and attach calculator tape to each. Inform management of any discrepancies. 
• Change dates on credit card imprinters. 
• Check accuracy on time stamp machine. 

SAFETY & SECURITY RESPONSIBILITIES:

• Maintain guest privacy by ensuring Key Control Policy is utilized and ensure no room numbers and/or guest names are given out without proper identification. 
• Complete a “person in charge” security report identifying any unusual events and place on the General Manager’s desk for review. 
• Have a thorough knowledge of emergency procedures. 
• Conduct ongoing verification of hotel security. 
• Practice safety standards at all times and be alert to hazardous conditions. Report or correct any hazardous conditions immediately. 
• Ensure property management system is backed up nightly on tape, and stored in the safe.

LAUNDRY RESPONSIBILITIES:

• Following approved laundry procedures ensure understanding of operation of washer and dryers (where applicable). 
• Assist in folding linen according to proper standards. Sheets should be folded double lengthwise, king sheets into squares, and terry as requested (where applicable). 
• Adhere to no iron laundry procedures (where applicable). 

QUALIFICATIONS:

• Bachelor’s Degree – Hospitality/Hotel Management preferred.
• Minimum 2 to 3 years work experience. 
• Minimum 1 year of hotel front desk supervisory experience preferred.
• Experience handling cash, accounting procedures, and general administrative tasks.
• Computer Knowledge/Skills: MS Office, Property Management Software.
• Highly focused, have excellent communication skills, be motivated.
• Professional in appearance and presentation.

Be able to move or lift items weighing up to 30 lbs.