Night Auditor

About the role

The Lake View Hotel is situated on historic Mackinac Island, Michigan, offering a unique blend of natural beauty and cultural richness. The island is home to over 10,000 visitors daily, making it a bustling hub of activity. The hotel employs approximately 30 people during the summer season from May through October.

Responsibilities

• Ensures reports are correct and balanced daily.
• Ensures the safety of guests throughout the evening.
• Processes all reservation requests, changes, and cancellations received by phone, fax, or email.
• Identify guest reservation needs and determine appropriate room type. Verify availability of room type and rate. Explain guarantee, special rate, and cancellation policies to callers.
• Accommodate and document special requests.
• Answer questions about property facilities/services and room accommodations.
• Follow sales techniques to maximize revenue. Input and access data in reservation system. Indicate special room reservation types (e.g., complimentary rooms, employee discounts, travel agent inspection rates, and wholesale reservations) by inputting the correct code and rate into the reservation system.
• Follow proper escalation procedures when addressing guest concerns.
• Speak with others using clear and professional language; answer telephones using appropriate etiquette.
• Develop and maintain positive working relationships with others; support team to reach common goals; listen and respond appropriately to the concerns of other employees.
• Comply with quality assurance expectations and standards.
• Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.
• Perform other reasonable job duties as requested by Supervisors.

Requirements

• High school diploma or GED
• No experience needed; training provided on the job
• Work experience as a Hotel Front Desk Agent, receptionist, host/hostess, food and beverage or customer-service based role (preferred, but not required)
• Experience with hotel operating applications, like Hilton OnQ, Opera, Infor, etc. (preferred, but not required)
• Customer service positive attitude and professionalism
• Ideal candidate is a night owl, with strong attention to detail
• Excellent communication and organizational skills, including proficiency in computer applications such as email and Internet navigation