Night Audit - FT

About the role

We’re looking for an individual who embodies the luxury lifestyle experience. An ideal Thompson team member has a passion for creating unique experiences, can quickly perpetuate a culture of great design and superlative service, and brings a sharp sense of humor. This candidate will have a passion for exceptional hotel service and the ability to express that belief in an atmosphere of spontaneity and authenticity.

Responsibilities

• Welcomes and registers hotel guests, explaining accommodations and establishing credit or method of payment.
• Checks guests out of the hotel, preparing and explaining billing.
• Responds to a wide variety of guest requests by accurately assessing needs and adding personal recommendations and touches to achieve maximum guest satisfaction.
• Works with guests pre-arrival and in-house to ascertain preferences and provide insightful recommendations.
• Conducts pre-arrival processes to arrange services including local tours, dining reservations, shipping packages, transportation, and researching vendors.
• Processes packages, faxes, messages, and mail accurately and in a timely manner.
• Handles all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible.
• Resolves guest complaints and assists with inquiries about hotel services, hours of operation, key personnel, in-house events, and directions.
• Responds to guest requests via in-person interactions, phone, Four Seasons chat, and email.
• Utilizes software programs to communicate with internal personnel and departments via radio, internal systems, and phones.
• Engages with guests via messenger applications and uses the Hyatt guest loyalty recognition program and concierge system to track requests and ensure proper billing in Opera.
• Ensures desk collateral and information for restaurants, wineries, museums, attractions, maps, and local activities are updated and current.
• Establishes close contacts with local vendors to provide information, ticketing, and reservations for guests.
• Maintains full knowledge of all emergency procedures.
• Accurately prepares VIP, complimentary, house use rooms, and out-of-order lists.
• Ensures proper registration of guests and adherence to credit procedures.
• Distributes all nightly reports.
• Maintains a professional appearance and presence during shift periods.
• Performs all other duties as assigned by leadership.

Qualifications

• A true desire to satisfy the needs of others in a fast-paced environment.
• Refined verbal and written communication skills.
• Ability to stand for long periods of time.

Schedule

• Overnight scheduling availability required.
• Friday - Sunday availability required.