Guest Service Agent - Night Audit

Position Summary: The Night Auditor is directly responsible for the prompt and efficient balancing of the day’s transactions of the entire hotel, as well as for safeguarding both the hotel’s guests and its assets by following all established safety and security policies and procedures.

Accountabilities: The prompt and efficient balancing of the day’s transactions of the entire hotel.  Check in and check out of guests and for meeting many other guest needs during their stay. The Night Auditor is also responsible for the collection of monies for services rendered during a guest stay. Responsible for the smooth operation of the front office, and for insuring that all standard operating procedures pertinent to the Front Office are followed.

Qualification Standards

Education & Experience: 

• Experience in a hotel or a related field preferred
• High School diploma or equivalent required
• Excellent communication and organizational skills 
• Proficient with computers/Microsoft word/excel       
• Customer service experience required 
• Hospitality/night audit experience preferred 

Physical Requirements/Competencies

• Long hours are sometimes required

•  Exerting up to 30 pounds of force occasionally
• Professional and calm demeanor 
• Flexibility to work weekends/holidays 
• Ability to stand for shift 
• Adaptability 
• Must work well under pressure
• Willingness to assist the bell team and other departments as needed 
• Excellent attention to detail required

Duties & Functions

Essential:

• Greeting each guest with a warm friendly welcome 
• Maintain high standards of personal appearance and grooming, as defined in the hotel handbook, when working
• Pre-arrival planning 
• Reconciling receipts 
• Placing in room dining orders          
• Preparing/Emailing reports

• Counting/Verifying cash deposits 
• Balancing room inventory 
• Setting the morning team up for success 
• Assisting with luggage/shuttles as needed
• Handling issues/complaints 
• Assisting with guest cases, guest room requests and chats
• Assisting with recommendations/directions
• Nightly security walks/ensuring common areas are clean 
• Check guests in and out

• Make room reservations 
• Meeting all Marriott Bonvoy metrics 
• Give wake-up calls
• Prepare necessary reports

• Balance and prepare individual paperwork for closing shift
• Assisting other departments as needed 
• Other duties as required

This hotel functions 7 days a week, 24 hours a day.  Schedules are made based on business levels and are subject to change.