Night Auditor

Responsibilities

• Serve our guests in accordance with Resort Standards of Guest Services in a gracious and professional manner.
• Take pride in all facets of service, quality, timeliness, appearance and cleanliness.
• Show initiative and take immediate steps to correct any service shortfalls to ensure complete guest satisfaction, whether inside or outside your department.
• Operations/Property Management Performs all duties at the Front Office as necessary.
• Runs Front Office shifts.
• Performs daily Front Office shift operations and ensures compliance with all policies, standards and procedures.
• Opens and closes Front Desk Night Audit shifts and ensures completion of assigned shift checklist and other duties.
• Runs and reviews critical information contained in Front Desk reports.
• Understands the functions of the Bell Staff, and Concierge/Guest Services operations.
• Leads all areas of the Front Office in the absence of the Guest Services Manager or Guest Services Supervisor.
• Operates all department equipment as necessary and reports malfunctions.
• Monitors adherence to all credit policies and procedures to reduce bad debts and rebates.
• Participates in department meetings and continually communicates a clear and consistent message regarding the Front Office goals to produce desired results.
• Understands night audit procedures and is able to comprehend and utilize reports as necessary.
• Guest Satisfaction Assists in the use of a guest information tracking system to ensure that a successful repeat guest recognition program is in use to recognize guest preferences and aid in problem resolution.
• Sets a positive example for guest relations.
• Interacts with guests to obtain feedback on product quality and service levels; effectively responds to and handles guest problems and complaints seeking assistance from supervisor as necessary.
• Is empowered to provide excellent customer service within guidelines.
• Utilizes affirmative service behaviors; continuously strives to improve service performance.
• Assists in the review of comment cards and guest satisfaction results with associates.
• Familiarizes self with convention resumes to verify the requests and requirements of the planner are being met.
• Sales and Revenue Management Reviews and utilizes same day selling procedures in order to maximize room revenue and hotel occupancy.
• Performs procedures to verify accuracy of room rates to maximize revenue opportunities Financial Management Participates in the application of departmental controllable expenses to achieve or exceed budgeted goals.
• Understands the impact of Front Desk operations on the overall hotel financial goals and objectives.
• Health & Safety Maintains compliance with all health, safety and fire regulations and acts as a main communication link in emergency situations.
• Promotes accident prevention and awareness.
• Participates as needed in the investigation and reporting of associate and guest accidents.
• Understands and complies with loss prevention policies and procedures.
• Other Acts as a Manager on Duty and Lobby Ambassador as assigned.
• Attends staff meetings as required.
• To look out for the safety of yourself, co-workers and to follow all Health and Safety requirements in the workplace.
• All other duties as assigned
• Qualifications 1-3 years Front Desk, Bell Desk experience or other guest service experience
• Previous hotel supervisory experience required
• Knowledge of local service and attractions
• Dynamic and outgoing personality

Requirements

• High School Diploma preferred Diploma/Degree in Hotel & Restaurant Management preferred
• Intermediate computer knowledge
• Previous experience with a property management system Basic Math Skills Knowledge of Resort facilities

Superior customer service skills

• Good communication skills in English (verbal, written and spoken)
• The schedule for this position may vary and would require the ability to work shift work, late nights, weekends and holidays.

Benefits

• A competitive wage and excellent benefits.
• Shuttle service from West Edmonton location.
• All associates participate in our “Circle of Service” program which rewards and empowers individuals who provide outstanding customer service.
• An opportunity to work within a progressive, exciting team environment.
• An opportunity to work with a skilled Management team.