Night Audit Supervisor

Description

• Responsible for examining and verifying charges and posting of Front Office Agents, preparing daily transaction summary as well as clearing OnQ PM System and setting for start of day

• Post and balance banquet checks and parking charges

• Settle F&B House account allowances

• Run Room and tax

• Examine and verify food and beverage posted charges and postings, balance all charges to register tapes, and review food and beverage summary (Outlet posting summary report)

• Press T.A. button

• Oversees the preparation of daily summary repots for distribution to various hotel departments on the day’s business activities

• Press N.A. run report

• Serves as Manager On Duty to address and resolve guest and team member’s issues and questions

• 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 room number based on guest needs

• Codes electronic keys

• Non-verbally confirms the room number and rate

• Ensures guest knows location of room, and arranges for team member to accompany guest to room

• Provides welcome packet containing room keys, vouchers, letters, gifts etc. to guest

• 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

• Greet guests immediately with a friendly and sincere welcome

• Uses a positive and clear speaking voice, listens to understands request, responds with appropriate action and provide 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 decision and action

• Promptly answers the telephone and inputs messages into the computer and advises other team members of special needs

• Retrieve messages in computer and communicate the content to guests

• 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 alert especially during emergency situations and heavy hotel activity

• Plans and implements detailed steps by using experienced judgment and discretion

• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and resolve conflicts

• Any and all additional duties assigned by Director of Front Office or Assistant Director of Front Office.

Experience:

One year experience as Front Desk Supervisor in a similar size hotel is required.

Flexible schedule.

Qualifications

Behaviors

Required

• Team Player: Works well as a member of a group

• Leader: Inspires teammates to follow them

• Dedicated: Devoted to a task or purpose with loyalty or integrity

Motivations

Required

• Flexibility: Inspired to perform well when granted the ability to set your own schedule and goals

• Ability to Make an Impact: Inspired to perform well by the ability to contribute to the success of a project or the organization

Education

Required

• Bachelors or better

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

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