Front Desk Night Auditor
Approximately 40 hours weekly. Seasonal Position vary with start dates beginning mid-April through mid-June and ending dates vary from Labor Day to October 30.
Job Description Overview:
The Front Desk Night Audit is focused on providing efficient service and creating memorable experiences by making connections with all of our Guests. In this position, you will have a direct impact on the overall experience of our hotel Guests and be responsible for ensuring 100% satisfaction from the moment Guests arrive at the hotel until they check out. This person checks front office and food and beverage accounting records for accuracy and, on a daily basis, summarizes and compiles information for the hotel’s financial records. Prepares a summary of cash, check, and credit card activities, reflecting the hotel’s financial performance for the day. Is able to function as a front desk agent especially in terms of check-in and check-out procedures. Run End-of Day process / Night audit process on the Property management software.
The Front Desk Night Audit, like all employees, speaks English exclusively with Guests and coworkers while on duty.
- Employee must be in uniform daily (with belt), including name tag properly displayed, and properly groomed per hotel standards.
- At no time are cellular phones allowed to be used during any employee’s work shift. Any employee found using a cellular phone will have the phone immediately confiscated by their supervisor or manager; it may be picked up in the front office at the end of the employee’s shift. The second infraction will result in immediate dismissal.
- Maintain complete knowledge at all times of:
- all hotel features, services and hours of operation
- all room types, numbers, layout, décor, appointments and location
- all room rates, special packages and promotions
- daily house count and expected arrivals/departures
- room availability for any given day
- scheduled group and kid activities
- Maintain complete knowledge and comply with all hotel and departmental policies and procedures.
- Access all functions of computer system according to established procedures and standards.
- Ensure that workstation remains neat and organized with all needed supplies.
- Answer department telephone within three rings, using established greeting and appropriate telephone etiquette.
- Promote positive Guest relations to all individuals approaching the front desk and handle Guest complaints and concerns in a timely and efficient manner.
- Accommodate all requests for information in a professional manner.
- Complete daily shift checklists.
- Process all Guest check-ins according to established hotel requirements.
- Ensure accurate accounts for each Guest in accordance with their requirements. (i.e. share-with, separate room/tax/incidentals, comp.)
- File registration cards and vouchers in bucket by room number.
- Accommodate room changes expediently.
- Document all Guest requests, complaints or problems immediately and notify designated department/personnel for resolving the situation.
- Accept and record wake-up calls; accurately execute all wake-up call requests.
- Match the bucket check to in-house Guest ledger report; adjust records as necessary to balance and report discrepancies to rooms division manager.
- Process all checkouts according to established hotel requirements.
- Handle requests for late checkouts according to hotel procedures.
- Adhere to all cashiering procedures.
- Document pertinent information in the pass on logbook.
- Exhibit a friendly, helpful and courteous manner when dealing with Guests and fellow employees.
- Verifies all account postings and balances.
- Prepares a summary of cash, check, and credit card activities.
- Prepare of End of day procedure.
- Run end of day process in property management software (PMS).
- Ability to coordinate with the night audit team in cases of call offs.
- Understands and practices the “15-10-5” rule – when encountering a Guest, at 15 feet, makes eye contact; at 10 feet smiles and at 5 feet says “good morning/afternoon/evening”. Enquires about Guest satisfaction whenever possible and thanks the Guest for staying with us.
A front desk night auditor must be able to stand for long periods of time. A front desk agent must be able to lift or push up to 50 pounds on occasion.
Uniform top provided, employee must furnish dark slacks and black, shineable closed-toe and heel-less non-slip shoes.
Front desk and lobby areas.