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Job Title: Night Audit
Department: Front Office
Supervisor: Front Office Manager
JOB SUMMARY
Night Auditors are responsible for the front desk operation during the overnight shift. Primary responsibilities include: registering guests, making reservations, preparing daily reports, and balancing transactions. 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 along with the security officer.
DUTIES
1. Welcome guests in a warm and friendly manner.
2. Follow check-in and check-out procedures using the Inn’s computer system.
3. Offer luggage assistance and escort to room if there is sufficient staffing at the front desk.
4. Provide assistance to our guests with dining reservations, directions, information on scenic and historical attractions, and any other inquiries.
5. Answer and direct telephone calls using the PBX switchboard.
6. Assist with general office work such as filing, send and receive faxes, posting mail and assisting with shipments.
7. Use cash handling and balancing procedures to complete daily shift.
8. Issue change, cash personal checks and Traveler’s Checks following the Inn’s procedures.
9. Responsible for safeguarding and balancing the cash drawer following the Inn’s procedures.
10. Respond to all guest complaints and issues in a hospitable and efficient manner focusing on guest satisfaction.
11. Direct guest concerns to the appropriate manager.
12. Handle all guest requests in an efficient manner.
13. Review daily arrivals w/ Reservation Dpt. to ensure Accuracy.
14. Keep Back Office Clean and Organized.
15. Oversee Lobby Computers.
16. Assist Guests with computer issues.
17. Liaison to Hotel I.T./Network.
18. Maintain office equipment.
19. Communicate any pending issues, technological and guest concerns with Front Desk Manager
20. Work with guests regarding Lost and Found. Coordinate directly with Head Housekeeper.
21. Research all disputed charges, respond to guest within 24 hours.
22. Other duties as assigned by GM/Front Desk Manager.
QUALIFICATIONS
Physical Requirements
1. Lifting up to 20 lbs. required.
2. Requires walking and standing to a significant degree, and can also require long periods of sitting.
3. Repetitive motion of hands, wrists and fingers due to extensive use of keyboard.
4. Work overnight (graveyard shift)
Licenses and Certificates
1. CPR certification preferred. (On-site training provided)
2. First Aid training preferred. (On-site training provided)
Education and Experience
1. High School diploma or equivalent required.
2. Some knowledge and experience in audit
Skills and Abilities
1. Effective skills in delegation and organization of tasks.
2. Ability to effectively deal with difficult/irate guest and employee concerns in a friendly and positive manner.
3. Ability to communicate both orally and in writing.
4. Ability to access, read, and accurately input information using a moderately complex computer system.
5. Ability to plan and organize work on both a short term and strategic level.
6. Ability to analyze complex statistical data and make judgments accordingly.
7. Good communication skills essential with a knowledge of Spanish desired.
8. Ability to recognize errors in recorded information; a strong attention to detail.
9. Ability to effectively deal with change and new concepts is essential.
10. Ability to manage and coordinate multiple tasks required.
11. Good analytical skills are essential.
This job description is not intended to detail every aspect of your job or list every task you may perform. It is provided as a general overview of the responsibilities and skills required to handle the job successfully.