Night Auditor Job Description

Reports To: General Manager

FLSA Status: Non-exempt

Position Summary

The night auditor works under the direction of the Front Desk Supervisor, Assistant General Manager or General Manager. His or her responsibilities include performing daily checklist activities, performing various marketing duties to generate additional revenue, providing optimum guest service & satisfaction, showing individual effectiveness, and following proper security & liability measures.

Primary Responsibilities

• Reviews all guaranteed arrivals & checks to see that all credit cards are valid by running numbers & that they are not already in house
• Notifies relief of all guaranteed no-shows at & puts copies of folios in appropriate files
• Verifies after audit rooms (day use) are listed in the computer as dirty in order for housekeeping to clean
• Compare manual revenue sheet with computer figures
• Complete property statistics sheets
• Continental breakfast set-up between 4:30-5:30 am
• Total hours of all employees’ timecards & makes sure that the employee’s name, number, & appropriate date are included in their timecards
• Other duties as assigned
• Refer other Superhost Hotels whenever the hotel he or she is working at cannot meet the needs of the guest, such as if another hotel has vacancy, or if another hotel has certain requested amenities or room types such as an indoor pool or a room with a large spa
• Explain any promotional items to each guest checking in & gives them to any guest who requests them
• Mention various hotel amenities such as free breakfast, spa, fitness center, voice mail, etc. to guests during lags in phone or in-person conversations
• Upsell room type if possible
• Documents any new commercial customer checking in so that a new account can possibly be opened
• Inquires why rooms are blocked & asks maintenance to fix problem to unblock
• Ensures rollaway beds & cribs are where they are shown on computer
• Completes a courtesy call to every guest checking in- PM Shift only
• Responds promptly to any guests inquiries or complaints
• Offer alternate solution if guest demand cannot be met
• Shows personal control in front of guests by maintaining positive attitude, staying calm & patient, avoiding use of negative language, and never displaying anger
• Take initiative to speak to a guest first
• Acknowledges every guest with eye contact, nod, & greeting
• Covers other areas of hotel as needed
• Document any guest accidents by completing the accident report form
• Complete the maintenance log whenever a complaint is reported
• Maintain all areas of the front desk; clean & organized
• Other duties as assigned

Education/Experience

• High School diploma or GED preferred
• Previous experience in hospitality preferred
• Customer service experience required
• Experience handling cash
• Attention to detail
• Knowledge of the hotel layout, all amenities offered, and all procedures & organization.
• Knowledge of local geographic area knowledge, area businesses & services, major highway/street information, and community events & attractions.

Physical Requirements

• Walking and standing throughout shift (approximately 5 hours)
• Use of keyboard and telephone
• Some bending, lifting, and carrying
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions