Night Auditor

JOIN OUR AT&T HOTEL AND CONFERENCE CENTER NIGHT AUDIT TEAM (FULL-TIME) ! HOOK 'EM! Principle Responsibilities & Position Purpose Greets and registers guests, providing prompt and courteous service. Checks guests out of the hotel. Resolves guest challenges throughout their stay in our hotel. Promotes hotel services, amenities and upsells products to the guests. Answers hotel telephone and directs call to appropriate extension or room. Clearly communicates with guests regarding hotel information and emergencies. Represents Management in their absences and ensures the maintenance of our FLIK PLATINUM SERVICE Standards in all Guest areas. ESSENTIAL FUNCTIONS Ability to work overnight, 11pm – 7am. Completes the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate. Makes appropriate selection of rooms based on guest needs. Codes electronic keys. Non-verbally confirms the room number and rate. Provides welcome packet containing room keys. Ensures rooms and services are correctly accounted for within guest statement. Properly accounts for services provided by the hotel. Assists guests with check out payments or charges. Accepts and records vouchers, credit, traveler’s checks, and other forms of payment. Greets customers immediately with a friendly and sincere welcome. Uses a positive and clear speaking voice, listens to understand requests, responds with appropriate action and provides accurate information such as outlet hours, special VIP programs, events, etc. Receives special requests from guests, and responds appropriately or forwards requests to appropriate team members for decisions and actions. Promptly answers the telephone and email inquiries. Inputs messages into the computer and advises other team members of special guest needs. Retrieves messages and communicates the content to the guest. Retrieves mail, packages and facsimiles or other special items for customers as requested. Fields guest complaints, conducting thorough research to develop the most effective solutions and negotiate results. Listens and extends assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc. Remains calm and alert especially during emergency situations and heavy hotel activity. Answers calls originating from external and internal sources. Directs caller to appropriate extension or room. Verifies last name of guest for all room calls. Assists guests with directions or other required information. Directs hotel staff to assist guests upon request. Communicates to callers in a clear and concise manner. Inputs/writes messages using proper grammar and spelling. Verifies names and telephone numbers. Properly handles all incoming urgent matters or emergencies for the guests and hotel. Works with hotel management and/or security in order to calmly direct appropriate action. Appropriately documents all emergencies. IF Night Manager is off, the following may be required Serves as Manager-On-Duty to address and resolve guest and team member questions or issues; Ensures total guest satisfaction and safety. Overall supervision of all night shift team members to ensure quality service standards are maintained. Supervises and trains night Guest Services Agents to ensure guests are satisfied with their stay and reports are accurately completed. Oversees the preparation of daily summary reports for distribution to various departments on the day's business activities. Addresses concerns and incidents and reviews the status of the daily operation with Department Heads to ensure quality and continuity in operations. Manage any emergencies that arise during the night hours in conjunction with Security. Assist the Front Office Manager with the daily operation of the Front Desk, coordinating with other departments as required to manage Guest satisfaction. Ensure the day-to-day operation of the Front Desk meets AAA 5-Diamond, PLATINUM SERVICE standards at all times by working alongside colleagues on a regular basis. Responsible for rooms inventory control, effective blocking of reservations to maximize occupancy, rate and guest satisfaction, along with coordinating future days inventory control. Handle guest compliments, complaints and concerns in an appropriate fashion to ensure guest satisfaction and fiscal responsibility. Review Group Resumes, VIP Alerts, Site Inspections and arrival and departure manifests to ensure consistent service standards. Consistently review guest information on guest folios and reservations, reviewing scheduled/un-scheduled departures and stay-overs, while monitoring the accuracy of room counts and inventory levels. Control stock inventory levels, monitor workstations for cleanliness and organization at the Front Desk and in the back office areas. Become fully trained for: fire, bomb threat, power failure, serious illness, death, and natural disasters, along with other Manager on Duty responsibilities. Any other duties that may be necessary in the operation of the conference center. OTHER DUTIES Regular attendance in conformance with the standards, which may be established by Flik from time to time, is essential to the successful performance of this position. SPECIAL QUALIFICATIONS Must be highly organized and energetic and possess the ability to get the job done. Strong administration and organizational skills are valuable for this important position. Excellent communication skills, both written and oral. Working knowledge of Outlook, Opera, Word and EXCEL. QUALIFICATION STANDARDS EDUCATION High school degree required. EXPERIENCE LICENSES OR CERTIFICATES Previous experience in Front Office Operations preferred. No special licenses or certificates required. The Benefits working at AT&T Hotel and Conference Center for FLIK/Compass Paid Vacation Days (after 90 days of employment) Annual Merit Increases 11 Paid Holidays (after 90 days of employment) Ride the Bus for Free with UT Proximity Card Free Daily Shift Meals Lockers & Locker Rooms with Showers Discounted Monthly UT Garage Parking Discount Gift Shop offerings Referral Bonus $ We are owned by UT Austin and managed by Compass Group North America, a diversity growth-oriented organization. Our goal is to improve the quality of work life by using fair and consistent treatment and providing equal growth opportunities for ALL associates. EOE & AA Employer M/F/D/V. AT&T Hotel and Conference Center participates in E-Verify. Applicants must have valid and legal work authorization in the United States. #J-18808-Ljbffr