The Night Auditor is responsible for the safety and well being of all guests
and the security of the building from the hours of 11:00pm to 7:00am or
appropriate hours set by management. He or she audits all accounts to
ensure they balance, to include such accounts as tray and city ledger,
reservation deposits, credit card accounts, accommodations, room, food
and beverage and banquet charges. He or she must have strong working
knowledge of accounting and project a feeling of responsiveness to guests
and other hotel personnel. The Night Auditor must be skilled in handling
emergency procedures and is responsible for training new associates in
audit procedures as assigned by the Operations Manager. He or she is to
assist our guests efficiently, courteously and professionally in all front office
related functions to maintain Griffin Stafford standards of service and
hospitality. He or she is to perform all tasks according to GS Minimum Performance Standards. He or she handles guest’s check-in and checkout, reservations, incoming telephone calls and maintains status of rooms. The Night Auditor fulfills the duties of Guest Service Representative.
* Provide the highest quality of service to the customer at all times.
* Maintain responsibility and accountability for the hotel property and the safety of guests, and have authority for the hotel operations while on duty.
* Greet and register guests and provide room assignments accommodating special requests whenever possible.
* Have working knowledge of reservations procedures, take reservations, and know cancellation procedures and Walk Policy.
* Handle guest check-ins and checkouts efficiently and in a friendly and professional manner.
* Provide information to all guests in a courteous and informative manner. Does not volunteer information about guests or associates-only indicate whether or not they can be reached.
* Handle complaints courteously, relay through Supervisor for appropriate action and enter in the Follow up Log.
* Handle lost and found by taking relevant messages and completing Lost and Found form and directing to proper department.
* Communicate with incoming shift by logging pertinent information in the front office log.
* Complete Daily Revenue Report during each shift.
* Complete appropriate shift checklist nightly.
* Prepare and have readied by shift change each day the Housekeeping Manager’s report, listing the status of occupied, vacant and out-of-order rooms for the night just ended.
* Receive and transmit mail, phone and written message for guests (in absence of voice mail system).
Night Audit Cont.
* Answer inquires pertaining to hotel services, shopping, dining, entertainment and travel directions.
* Assist guests in obtaining information. Call airlines, rent-a-car companies, etc.
* Post room and tax, food and beverage, phone charges; compute guest bills using PMS.
* Maintains positive communication with accounting department.
* Notify the General Manager of any unusual incident as instructed or otherwise deemed necessary regarding operation and/or safety and security of the hotel or guest.
* Transfers charges and deposits to master accounts.
* Closes necessary accounts at month end.
* Prepares final reports of all daily revenue summaries.
* Attend to special service request including securing of guest valuables in safety deposit boxes.
* Promote repeat business buy offering to take future reservation upon check-out and providing recommendations for alternate GS Products.
* Maintain a log of items borrowed from the front desk and deliver items when necessary, i.e. Irons/ironing boards, blow dryers.
* Keep the front office area neat, clean and free of safety hazards. All audit information will be kept in proper files and labeled accordingly.
* Have knowledge of the hotel, hotel staff, and hotel services with hours of operations, room locations, types of rooms and room selling strategies, hotel rates and discounts and how to handle each; and hotel credit and check cashing policies and procedures.
* Be knowledgeable of AAA and its benefits and any current promotions being offered, as well as all special promotions offered by GS.
* Responsible for proper telephone etiquette.
* Develop a thorough knowledge of the hotel’s PMS system through training.
* Wear proper uniform and name tag at all times in accordance with the standards of appearance
* Contribute and support the hospitality programs and training seminars to ensure their success. Continue to practice skills taught.
* Attend monthly front office meetings.
* Perform required tasks, including, but not limited to, those contained in the Minimum Performance Standards set by GS.
* Adhere to all work rules, procedures and policies established by the company, including, but not limited to, those contained in the GS Employee Handbook.
* Perform all other duties as assigned by management.
Physical Demands: Requires ability to stand and sit for long periods. Ability to work evening schedule as Night Auditor’s chief responsibility is to balance the day’s receipts. Requires ability to move fingers and hands easily and quickly. Must have ability to communicate both orally and in writing to guests and members of the front office and resort staff and to answer telephone calls. Requires ability to perform repetitive tasks such as sitting in front of computer screen or at the switchboard. Requires ability to lift 15-25 pounds infrequently. Requires ability to work flexible schedule to include weekends and holiday.
Special Circumstances: As the Night Auditor may be sole front office individual at some properties and may function as evening manager on duty, position may require significant amount of walking.
Environmental Conditions: Inside: Protection from weather conditions but not necessarily from temperature changes. If functioning as M.O.D., it is necessary to perform outside assignments, i.e. monitoring of parking lot or grounds.
Essential Skills: Requires knowledge of auditing, bookkeeping, and accounting procedures to include report preparation. Requires knowledge of front desk/reservations procedures and may require knowledge of Manager on Duty responsibilities, to include knowledge of interdepartmental communications. Requires ability to operate all Front Office Equipment. Must have ability to handle/resolve guest complaints and/or knowledge/understanding of when and how to direct the guest to receive assistance. Must have ability to professionally represent the hotel, deal positively with the public in person and over the telephone.
Night Audit/ Night Manager Cont
Educational/Vocational Preparation: High school graduate or equivalent. Completion of related coursework in accounting, bookkeeping will be given preference. One year experience in auditing and bookkeeping/accounting or One year experience as a front desk clerk.
Location/Region: Concord, NC (28027)