Night Auditor

About the role

This position acts as a key point of contact for guest complaints and concerns, ensuring all front desk operations adhere to company standards while maintaining high levels of guest satisfaction.

Responsibilities

• Act as a filter for guest complaints or concerns to the Concierge.
• Maintain front desk logs and reports within Company Standards.
• Ensure guest requests are handled in a timely and efficient manner with appropriate follow-up.
• Post all gaming revenues, prizes, gratuities, non-revenue gratuities, and discounts to guest accounts.
• Perform End of Day processes, including:
  • Guest check collection, verification, and filing.
  • Revenue center financial reports.
  • Income audits ensuring integrity of postings between Micros POS and Fidelio.
  • Posting crew discounts to allowance accounts.
  • Destinations daily balance audits, casino counts, and distribution of final audit papers.
• Post shipboard credits, art auction charges, and destination refunds to guest accounts.
• Ensure credit card routings are completed correctly by reception; sort, audit, and file.
• Conduct End of Cruise Auditing, Micros Close Down, and prepare audit documents for the Chief Purser.
• Prepare Ship’s Customs Declarations for the Second Purser based on information from Bonded Departments.
• Prepare and distribute preliminary and final invoices, including invoices for guests debarking prior to cruise end.
• File system account checks with final system account invoices for the Chief Purser’s end-of-cruise box.
• Balance the amenity database and provide backup to the Chief Purser.
• Review open balance cash on the last morning of the cruise and update the Chief Purser.
• Perform embarkation and debarkation duties, including guest check-in.
• Ensure sufficient printed materials are available at all times.
• Log guest issues in front desk logs and ensure follow-up is completed.
• Address guest queries regarding on-board accounts, amenities, shipboard credits, and flights.
• Complete end-of-cruise filing and prepare start-of-cruise documents per guidelines.
• Set up guest accounts, process cash payments, and handle guest account queries.
• Provide US Dollars and foreign currency exchange services to guests.
• Process cash advances and foreign currency account payments for guests.
• Conduct daily safe audits and foreign currency audits.
• Perform Night Audit processes as noted.
• Handle accounting duties as instructed by the Chief Purser.
• Perform all other duties as requested by a supervisor.
• Monitor the practical application of the Company’s policies, procedures, and instructions.
• Participate in crew and passenger safety drills as instructed by ship’s command.
• Comply with company safety and pollution prevention regulations.

Requirements

• Proficiency in Microsoft Office Suite, Fidelio Cruise, and Micros Fidelio Point of Sale systems.
• Hospitality background required.
• Reception and Front Office background required.
• Auditing and Night Audit skills preferred.
• Understanding of the highest level of service standards.
• Excellent administrative skills.