Night Audit Supervisor

Essential Functions

• Interact with guests by providing exceptional customer service and sharing hotel knowledge using personalization such as using the guest name.
• Know all functions to showcase the hotel and its unique story to each guest.
• Process and supervise mobile arrivals and execute flawless service in the remote check-in area according to property, company, and brand guidelines.
• Ensure front desk team actively engages guests and promotes hotel loyalty programs including new guest program enrollments.
• Collect and verify methods of payment, produce room keys for all guests ensuring guest confidentiality throughout their stay and beyond.
• Assign and escort guests to rooms according to their preferences, paying attention to nonverbal cues that make each experience memorable.
• Serve as initial point of escalation for any guest billing inquiries and/or concerns.
• Serve as department champion for Empower guest experience tool to reference, maintain, and add guest requests and preferences in accordance with property, company, and brand guidelines.
• Ensure team executes all required front office reports, pre-arrival planning, and checklists.
• Serve as a concierge by providing local information for shopping, dining, and recreational destinations.
• Absorb and assist guests in setting up reservations or tours in the area.
• Absorb and assist guests with luggage and receive, store, and deliver both luggage and mail.
• Serve as initial point of escalation to resolve all guest inquiries and/or opportunities utilizing appropriate empowerment guidelines.
• Serve as property MOD in the absence of senior leadership.
• Absorb and assist in creating and managing department schedules.
• Absorb and assist in ensuring team follows scheduled shifts and break and lunch requirements.
• Report accidents, injuries, and unsafe work conditions to manager; complete safety training and certifications.
• Speak with others using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette.
• Develop and maintain positive working relationships with others.
• Report any suspicious activity or unusual items in room to hotel leadership and/or loss prevention team.
• Report any irregular behavior from guests in public areas and or in room.
• Able to take initiative and handle assignments with limited supervision.
• Follow all hotel policies and procedures as outlined in the team member handbook.
• Maintain cleanliness and order of work area.
• Teach, grow, train, and hold accountable the Front Desk Hosts, Prevention Officers, and Night Auditors.

Qualification Standards

• High school diploma or higher
• Previous hospitality supervisory experience preferred
• Previous Lightspeed PMS experience preferred
• Excellent customer service skills
• Excellent communication skills, both verbal and written