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Position Summary:
The Night Auditor / Front Desk Associate represents the hotel to the guest throughout all stages of the guests stay. They are responsible for operating the front desk while providing a variety of hotel services for guests in order to optimize guest satisfaction and hotel revenues. The ideal candidate must possess strong telephone skills, excellent hospitality skills, strong problem-solving skills, and be detail oriented.
Essential Duties and Responsibilities:
Book guest reservations using knowledge of occupancy, arrivals and departure information.
Greet guests immediately with a friendly and sincere welcome.
Register guest into hotel in a prompt and courteous manner using up selling techniques to maximize room rates.
Prepare for all group check ins and outs, VIP arrivals, and any special assignments given.
Pre-register, block reservations following hotel rate structures, discounts and sell strategies.
Handle cash and credit card transactions accurately and securely.
Be familiar with all events, functions, and groups as well as the hotel brand, product and surrounding area.
Protect confidential guest information and the privacy of guests
Work closely with Housekeeping in keeping room statuses up to date.
Coordinates requests for maintenance and repair work.
All other duties as assigned. Perform Night Audit following the steps and training provided.
Knowledge, Skills and Requirements:
Must be attentive to details.
Be timely in all communications and requests by management
Must have the ability to handle pressure in meeting deadlines and prioritize tasks.
Must have the ability to work independently and use independent judgment with minimal supervision.
Must produce high-quality work that has been proofed and is error free.
Night Auditor duties and responsibilities
The Night Auditor works at the front desk of a hotel during the night, and they must ensure that the quality and integrity of the establishment are maintained just as diligently as they are during the day. Some of their typical duties include:
- Balancing the accounts from day shift
- Managing front desk activity and handling guest check-ins and check-outs
- Ensuring customer satisfaction by scheduling wake-up-calls and other concierge activities according to guest preference
- Handling customer requests and complaints and directing other employees or departments accordingly
- Creating invoices, bills and checks for vendors, employees and contractors
- Managing and updating all official documentation pertaining to the role
- Ensuring that all end-of-day activities have been successfully executed by employees in all departments
- Answering calls and queries related to potential booking
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