A Day in YOUR Life as a Night Auditor

Every person that enters a hotel should be greeted and feel like a guest! This is YOU on your first day of work and every work day after that. You walk in with a smile, say hello to passing guests and acknowledge your colleagues perhaps with a smile, nod or salutation. You already have a feel for how your day is going to unfold based on the flow and noise level in the lobby and you aren’t even in uniform yet! You make your way to the employee change room and transform into your sharp, sophisticated look with your professional uniform, punch in at the time clock and energetically join your teammates at the front desk.

You will be preparing to complete a relay handoff of what has occurred during the previous shift to take over the helm and move the hotel from “today” to “tomorrow”. Regardless of the time of day or length of shift you are ready to meet every guest with exceptional service and care!

In the evenings we focus on any remaining guest arrivals, the rollover of today’s date to tomorrows date and any issues that may arise overnight. You may be welcoming a family on vacation, be the initial impression for the kick off of a business trip or be comforting a guest travelling for an emergency or medical treatment. Regardless you read the guest as they enter and approach them with care and pleasantries. The day team made sure you have all necessary room inventories for you to check your guests into the right room at the right time for them! Don’t forget you are their ambassador to our hotel, surroundings and city. You may have to juggle some of those talents you have, make sure they know all the amenities the hotel has to offer, maybe find them directions, or give a recommendation for great place to dine or explore. By the time you leave, the next morning, you are more than satisfied that your guests are all taken care of and ready to have the best stay possible.

When the guests are taken care of and sleeping soundly in their comfortable rooms, you transition into “Audit Mode” where you ensure all transactions from the day are balanced and all appropriate charges have been posted. This is where you’re organizational and time management skills come into play! You really enjoy the problem solving and creating a clean, fresh start for your teammates when they arrive the following morning. Operationally, you may be delivering items to rooms, dealing with potential noise complaints or simply chatting with a guest in the lobby who is jet-lagged and unable to sleep!

Who you are and why is this important…

• Enthusiastic, Attentive and Approachable

o. Ensuring our guests and team mates feel comfortable.

• Organized & Communicative

p. Clear, concise communication between team members and guests alike creates a smooth operation.

• Effective Multi-Tasker

q. Personal interactions, phones, emails and on-going projects are always in play.

What happens behind the scenes of all those interactions…

• You follow company policies such as checking IDs, providing room keys and any other requirements for the processes as outlined by your department leaders;
• Stay one step ahead of guest’s needs including and not limited to recording and acting on their preferences, handling their messages, requests, questions and concerns;
• Answer calls with a warm welcome and swiftly transfer them to the appropriate contact or assist them with their needs;
• Handle cash and credit transactions;
• Balance the cash and credit transactions from the day;
• Take on additional administrative tasks as set forth by your leaders;
• Maintain a calm and welcoming demeanor while multitasking to handle guest interactions at the same time as in coming calls and daily tasks;
• Listen respectfully when guests have complaints. Empathize and work with the guest in an efficient manner to come to a resolution or loop in a manager if necessary to ensure the guest has a satisfactory resolution to their complaint;
• Follow all company and brand standards to sell the property and services available including and not limited to using the top down approach to room reservation sales, up selling amenities when applicable, filtering sales leads to the sales department and promoting alternate department sales opportunities such as food and beverage.

What are we looking for..

• Some experience in guest/customer service.
• Flexibility to work a variety of overnight shifts.
• The understanding that SERVICE is the key to any successful business.