Night Audit

Responsibilities

• Provide the highest quality of service to the guest at all times and anticipate and exceed guest expectations.
• Know and live the mission, White Lodging Service Pledge, and the Brand’s service strategy.
• Audit guest accounts to ensure that room rate and coding is correct and consistent.
• Audit house accounts and group accounts to ensure that postings are in accordance with the sales contract.
• Post room and tax to all active guest accounts.
• Run all computer reports to complete gross revenue report worksheets.
• Input gross revenue report figures and complete the gross revenue reports in a timely manner.
• Communicate and work as a team with other departments as needed.
• Handle guest mail, messages, faxes and safe deposit boxes following established procedures.
• Ensure all credit cards, cash, and change fund are balanced throughout each shift.
• Develop a thorough knowledge of hotel room locations, room rates, amenities, selling strategies, discounts and frequent guest program benefits.
• Refer guests to hotel outlets to maximize hotel revenue.
• Connect guest to local attractions and services.
• Verify and safeguard the Front Desk bank.
• Retrieve guest packages from shipping department.
• Communicate with incoming staff and management by recording information on pre-shift board.
• Inform management of any guest or system-related problems.
• Organize the Front Desk area so that the A.M. Front Desk staff can properly prepare for their shift.
• Report problems regarding finances, the audit, guest relations and security promptly to the appropriate manager or General Manager.
• Able to operate hotel van if applicable.
• Protect the hotel’s assets.
• Forward Lost & Found inquiries to Housekeeping/Loss Prevention Department.
• Ensure security and confidentiality of all guest and hotel information and material.
• Practice energy conservation at all times.
• Notify manager of maintenance issues.
• Maintain a clean and orderly work area in accordance with hotel standards.
• Complete daily/weekly cleaning schedule.
• Attend work on time as scheduled and adhere to attendance policy.
• Participate in daily pre-shift.
• Report unsafe conditions and suspicious activity to Management.
• Know and utilize the Service Recovery/Defect Tracking processes.
• Input defects into computer system and resolve guest issues.
• Promote teamwork and associate engagement.
• Maintain knowledge of hotel property, hotel staff, hotel services, hotel service hours of operation, and hotel surroundings (i.e. mall, restaurants).
• Adhere to all work rules, procedures and policies established by the company.

Qualifications

Education/Experience: None required

WORKING CONDITIONS: Lift, carry or otherwise move up to 10 lbs. regularly. Lift, carry or otherwise move up to 50 lbs. occasionally with assistance. Follow proper moving and lifting procedures identified in Departmental Orientation Handbook.