Night Auditor- Spark by Hilton, O'hare

SUMMARY STATEMENT

Assures highest possible level of visitor and guest satisfaction by providing superior customer service. Responsible for checking guests into and out of the hotel as well as answering phone calls and customer inquiries. Responsible for basic accounting functions required by this role.

PRIMARY DUTIES AND ACCOUNTABILITIES

• Audit and balances reports from the daily shift.
• Schedules guest's wake up calls for the following day.
• Verifies all credit card transactions are properly processed, all guest folios are balanced out and cash payments are recorded.
• Completes any reports or projects assigned by management/ supervisor.
• Checks guests into and out of the hotel in an accurate, speedy, and courteous manner.
• Efficiently handles all payments received.
• Balances/verifies all monetary transactions in the appropriate accounts.
• Ensures that guest privacy is maintained.
• Responsible for maintaining all documentation regarding room registration, changes, charges, credit card transactions, customer service and maintenance issues.

Guest Service

• Offers guests assistance whenever possible.
• Responsible for resolving escalated customer relations issues.
• Answers inquiries pertaining to hotel policies and services.
• Must respond to and follow-up on all guest requests to ensure customers are satisfied with the hotel's services and accommodations.
• Responsible for positively representing and promoting the property.
• Ensures systems and procedures are in place and followed for guest safety and security.

Other Duties as Assigned

• Ensures that the lobby and front desk area is clean, organized, visually appealing, and well stocked with all necessary supplies.
• Properly compiles, completes, and distributes reports to all management and relevant staff.
• Reports any maintenance, security, or safety issues to the appropriate staff.

SKILLS, EDUCATIONAL BACKGROUND AND EXPERIENCE

• High School Diploma or GED required.
• Previous front desk experience highly preferred.
• Prior experience using Windows based software including Microsoft Word, Excel, and Outlook highly preferred.
• Excellent organizational and prioritization skills.
• Ability to work well and collaborate with others.
• Ability to work overnight.
• Superior customer service skills.
• Excellent communication skills.
• May be required to stand for an extended period of time.
• Able to work a flexible schedule (weekends and holidays).
• Must be available for training during the day/evening shift for at least one week, when hired, prior to moving to overnight shift