Night Audit Associate

Responsible for ensuring 100% satisfaction from the moment a guest arrives at the hotel until they check out. Serve as the main point of contact for all guest requests and needs, pursuing issues to resolution. Exhibit courteous hospitality at all times and be proactive in every area.

Responsibilities

• Respond quickly to requests from guests, supervisors, or management in a timely, friendly, and efficient manner and follow up to ensure guest satisfaction
• Handle departmental accounting of monies, receipts, guest accounts, and other forms of credit; post all charges; complete cashier’s report, prepare deposit, and count cashier bank; follow hotel’s credit policies
• Be knowledgeable in all hotel facilities and local area
• Optimize revenue through check-in, check-out, and attentive coordination of hotel services for guests
• Maintain supplies neat and organized to department standards
• Log and maintain security of equipment, keys, Lost and Found Items, and supplies issued each day
• Provide a professional image at all times through appearance and dress
• Follow and enforce company policies and procedures
• Balance room accounts accurately and in a timely manner
• Balance cash, credit cards, direct bills, vouchers, and other hotel accounts accurately and on time
• Quickly locate sources of out-of-balance situations and make appropriate adjustments or corrections to accounts
• Prepare accurate and useful reports
• Coordinate audit procedures with minimal disruption to the front desk computer system
• Compute mathematical calculations accurately
• Keep written logs of no-shows and complete daily reports
• Ensure security cameras are functioning properly
• Complete all Express checkouts
• Greet and serve all guests in a courteous and professional manner; ensure guests are satisfied with guest room/suite and general hotel cleanliness, and their stay
• Respond to guests’ needs and requests; ensure the safety and security of guests, associates, and the hotel while providing a welcoming experience
• Organize, confirm, process, and conduct guest check-ins/check-outs, room reservations, requests, changes, and cancellations; secure payment; verify and adjust billing
• Identify and explain room features to guests; supply guests with directions and information regarding property amenities, services, and hours of operation, and local areas of interest
• Accept and record wake-up call requests and deliver to the appropriate department
• Process all payment types, adjustment vouchers, paid-outs, correction vouchers, and miscellaneous charges; provide change
• Maintain the cleanliness and neatness of the front desk area; ensure all hotel standards and procedures are applied

Personal Development

• Solve difficult problems which occur on the job
• Find better ways to do the job
• Report unusual guest situations to the next shift
• Ask questions to immediate supervisor when necessary
• Fully understand the computerized reservation system
• Operate the telephone system
• Use judgment when enforcing hotel policies
• Teach others how to do the job
• Learn technical information quickly
• Divide attention among several tasks taking place at the same time
• Balance shift accurately
• Accept opportunities to cross-train for other positions

Work Habits

• No unexcused absences; give 2 hours advance notice when absence is anticipated
• Prompt in reporting to work and front desk meetings
• Wear appropriate uniform for the position; personal appearance is appropriate
• Work at a rate sufficient to keep pace with job demands
• Accept work assignments without complaints
• Help co-workers with their job duties when needed
• Seek out work assignments rather than wait for a supervisor’s direction

Requirements

• Able to work independently, prioritize, and multi-task
• Ability to type 30–35 wpm
• Requires standing, walking, and bending throughout shift; able to lift, carry, and push up to 75 lbs
• Great customer service, verbal, and written skills
• Able to demonstrate problem-solving skills and project a positive attitude over the telephone
• Able to work all shifts and flexible schedules including weekends and holidays
• Valid driver’s license
• High school diploma or equivalent
• Exceptional customer service skills
• Excellent verbal and written communication skills
• Basic computer skills
• Availability to work a variable work schedule
• Must be punctual
• Must present self in a professional manner regarding personal dress and grooming
• Ability to sit or stand for extended periods of time
• Ability to lift, carry, push, pull, and place objects weighing up to 10 pounds without assistance

Benefits

• Competitive pay
• Excellent benefits and travel discount package
• Opportunities for growth and advancement

Schedule

This is an overnight shift requiring flexibility, including weekends and holidays. The role often involves working with limited direct supervision.