Night Audit

Position Details:

As the first point of contact for our customers, you will be responsible for providing a welcoming and professional service at all times. You will be tasked with handling check-ins and check-outs, answering customer queries, managing bookings, and processing payments.

Responsibilities:

• Ensure high-quality and efficient guest registration, obtain proper method of payment, conduct credit-limit checks, follow billing instructions, conduct follow-up courtesy calls
• Courteously and accurately answer inquiries to telephone and in-person inquiries regarding reservations, hotel information and guest concerns
• Demonstrate a commitment to providing a warm, anticipatory service to exceed the needs and expectations of all guests
• Deliver outstanding guest services for all incoming calls and general inquiries
• Maintain all back-office related equipment and a par stock of supplies
• Provide service recovery options to ensure guest satisfaction
• Process guest requests for wake-up calls
• Screen calls and other requests relating to placing and receiving telephone calls
• Advise guest of any messages received via voicemail, mail, faxes and send to room if required
• Answer, record, and process all guest calls, requests, questions, or concerns
• Log all requests or issues
• Establish and maintain open, collaborative relationships with associates and fellow departments
• Maintain an attentive, friendly, helpful, and courteous demeanor to all guests, managers, and other associates
• Participate in pre-shift meetings, maintain, and review shift reports, review arrivals,
• departures, daily events, groups in-house, service recovery guests and conduct proper follow-up
• Review all profile details of incoming arrivals and departing guests, address all requests and service recoveries; communicate to other departments special requests
• Maintain all front desk related equipment and a par stock of supplies
• Ensure work area and lobby cleanliness is maintained at all times
• Maintain a presence in the lobby, serve as lobby ambassador when not stationed at the front desk
• Audit of all third-party reservations, ensuring that all third-party reservations are properly reconciled nightly within their respective extranet
• Post all overnight valet charges, ensuring that we capture valet revenue, and export valet reports
• Audit reservation cancellations and capture revenue for late cancellations
• Charge No Show reservations, first night room, and tax
• Ensure HMS End of Day Processing is completed in order to properly export and email the correct end of day reports from HMS
• Export and email sales reports from the Aloha remote desktop
• Generate the daily Flash Report by inputting data from the end of day reports
• Professionally respond to guest reviews
• Must conduct hourly radio checks communicating with all overnight employees
• Perform additional duties and projects as assigned