Night Auditor-Full Service Hotel

Due to our continued growth and expansion at Doubletree Lisle, IL, we seek an energetic, service-oriented individual to join our team. This position is to serve the needs of our guests during their stay while providing exceptional customer service and always needing and maintaining a high degree of professionalism. Customer service and hotel experience are a good foundation for this position; however, we are willing to train the right candidate.

Compensation: $15.00 - $18.00 Per Hour

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 them into the computer, and provides additional information

c. Acknowledges faxed and mailed reservations. Verifies pricing, discounts, and 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 our customers

b. Processes customer payments and posts applicable charges

c. Informs customers of credit holds

d. Conducts customer surveys and interacts 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 the 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

 Benefits. 

• 401(k) 
• Dental Insurance
• Health insurance
• Vision insurance
• Life insurance
• Long-term disability, accident, critical medical supplement insurance.
• Employee complimentary meals. 
• Hilton employee hotel room discount
• Holiday pay 
• Paid time off