Lead Night Auditor

Description

POSITION SUMMARY:

This is a highly visible role which has a direct impact on creating the guest experience. Welcomes and accommodates guests, visitors and staff in a warm and courteous manner. Oversees the guest registration and check-out process.

Promotes hotel services and amenities and provides helpful information.

RESPONSIBILITIES:

· Providing quality guest service to all of our guests and visitors.

· Perform all duties toward the goal of maximizing guest service.

· Greet guests who have made advance reservations register them in an efficient and friendly manner.

· Greet visitors who are looking for accommodations and attempt to meet their needs.

· Acquaint guests with services available in the area.

· Accurately following accounting procedures.

· Answers external and internal telephone calls taking and delivering messages as needed.

· Acts as the reservation attendant.

· Answer questions and give out accurate, helpful information.

· Run various end of day reports and reconcile information from various systems.

· Adhere to all department and Company policies and procedures.

· Ensure guest security by the proper handling of guest keys.

· Properly handle lost and found items.

· In the event of inclement weather, will be required to remain on sight and on duty until replaced.

· Perform other duties as assigned.

ADDITIONAL LEAD RESPONSIBILITIES

· Ensure Coury Hospitality attendance policies are being followed and enforced during the overnight shift.

· Holding Auditors accountable for tasks given to them, both by Lead Auditor and Front Desk Manager or supervisors.

· Responsible for training of new night auditors.

· Spot Checking the audit procedure at different times to ensure accuracy and proper procedures are being followed.

· Work with Front office manager for Scheduling needs and coverage when other night auditors need time off.

· Provide leadership to the overnight shift.

· Undertaking the responsibility of guest relocation. Contacting other hotels and ensuring the relocation systems and procedures are followed.

· Ensure night audit is following the recovery procedures.

· Writing a nightly report detailing any concerns that happened over night to share with Front Office Manager and Director of Rooms.

· Issuing noise complaints to guests when the situation arises.

· Must be flexible with schedule and willing to cover shifts due to call off or other situations that arise.

KNOWLEDGE, SKILLS AND ABILITIES:

· Able to be alert and function during night shift 11 PM to 7 AM.

· Ability to clearly and pleasantly communicate both verbally and in writing in English with guests, management and co-workers, both in person and by telephone.

· Strong customer-relation skills with a total commitment to guest satisfaction. Must be a "people-person" who thrives on public contact.

· Ability to deal with guests when they are angry or upset.

· Professional appearance and mannerism.

· Knowledge of computer keyboard and printer operation. Ability to accurately and efficiently input information into computer systems.

· Previous cashier experience/ Basic accounting skills.

· Ability to work quickly and thoroughly when under pressure.

· Knowledge of hotel facilities and features.

· Ability to attend to more than one task at a time.

· Ability to maintain excellent attendance and punctuality.

EXPERIENCE:

· Customer Service experience preferred

PHYSICAL DEMANDS:

· Must be able to stand for long periods of time.

· May include crowded office setting or “close quarters”.

· General office environment with limited physical activity.