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About the Role
As Night Auditor, you are the main resource for guests during overnight hours, responsible for maintaining hotel operations and reconciling revenues. You will handle check-in, check-out, kiosk operations, market sales, and all guest interactions. This role is ideal for someone friendly, personable, and who enjoys working independently.
Responsibilities
- Ensure every guest is greeted and welcomed in a unique and personable way upon arrival.
- Book guest hotel reservations.
- Register guests to the hotel, verifying reservation, personal information and securing payment information.
- Answer and route calls as appropriate; take guest messages with accuracy.
- Promote the brand loyalty program and provide recognition and benefits to all present members.
- Anticipate guests’ needs and respond timely, efficiently, appropriately and in a friendly manner.
- Assist in resolving guest complaints regarding service and/or accommodations.
- Responsible for cash drawer contents and transactions during shift.
- Maintain accurate records including cash flows, registration cards, reservation cards, and property walks.
- Process all market and retail transactions for the guests.
- Assist in handling mail and other electronic communication and provide guests with information regarding hotel facilities and local attractions.
- Maintain appropriate market inventory levels, restocking when necessary.
- Handle confidential information, including guest records, with a high degree of integrity.
Requirements
- Knowledge of front desk operations and procedures, guest services and hotel services.
- Proficiently speak, read, write, and comprehend the English language.
- Ability to speak other languages in a multicultural work environment can be extremely helpful.
- Able to work independently and desire to participate as part of a team.
- Possess proficient computer skills including proficient knowledge of MS Office products.
- Able to use tact and understanding when dealing with a variety of customer service problems, including stressful and highly emotional situations.
- Possess high school graduate level mathematical aptitude, know standard cash handling procedures and knowledge of computerized cash register systems.
- Demonstrate genuine care for customers and employees.
- Comfortable conversing with individuals from a variety of backgrounds and at all organizational levels.
- Able to work in a fast-paced environment.
Skills
- Front desk operations
- Guest services
- Hotel services
- English language proficiency
- Computer skills
- MS Office
- Brand operating systems (preferred)
- Customer service
- Cash handling
- Computerized cash register systems
Education Level
- High School Graduate or GED required.
Benefits
- PTO with immediate accrual
- Access 50% of your wages prior to payday
- Discount program for car rentals, travel, entertainment, etc.
- Hotel Discounts Worldwide
- Health Insurance
- Dental Insurance
- Vision Insurance
- Basic Life/AD&D and Supplemental Life Insurance
- Voluntary Options – Critical Illness/Accident/Hospital Indemnity/Short Term Disability/Legal
- Employer Sponsored Long-Term Disability Coverage
- 401(k) with immediate match
- Double Time for Holidays Worked
- Health Savings Account
- Employee Assistance Program (EAP)
- Dependent Care FSA