Night Auditor Supervisor

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Duties and Responsibilities

• Maintain complete knowledge of, or where to access to following information
• All hours of operation
• All room types, numbers, layout, décor, appointments and location
• All room rates, special packages and promotions
• Daily house count and expected arrivals/departures
• Room availability status for any given day
• Scheduled daily group activities
• Secure bank at all times
• Follow and complete daily checklists
• Process currency exchange and payments to guest accounts
• Audit restaurant receipts with amount shown in the PMS. Correct errors and balance work
• Operate P.M.S. (Property Management System) and maintain security of system
• Post and audit Banquet charges
• Adjust outside Vendor activity
• Back-up computer system files
• Review and balance all paperwork from previous shifts for accuracy. If discrepancies are found correct and report to Accounting Manager
• Verifies package postings on house accounts
• Record room statistics
• Check that interfaces are up and running
• Sign out and brief relief
• Pass along accurate cash bank to next shift, obtaining cash sheet signature
• Review Night Audit checklist and verify that all work has been completed
• Perform all end of day front desk and night audit functions, including reviewing cashier audits for accuracy, balancing credit card postings to computer systems and auditing master bills
• Read the logbook daily and take action accordingly
• Take regular part in meetings and shift handovers
• Effectively work hand-in-hand with team members from all departments
• Welcome and escort all VIP guests and regular guests, taking account of the establishment standards (choice of suitable of room, completion of bookings and entry into the computer, handover of departmental keys as well as guest room keys, safeguarding payment, luggage organization, etc.)
• Check VIP Levels for all arriving guests
• Room blocking for all arriving VIP's and groups
• Contribute to the Hotel by sharing new ideas and suggestion s for improvements ;being innovative and creative with all operational departments as well as Sales/Accounting
• Liaise with the FOM concerning GSTS results; ensure that responsible departments are kept informed; is working in close relationship with FOM and Team Coaches
• Follow up on action plans
• Encourage Team Members to deliver nothing but superior services
• Supervise the order and cleanliness of the reception area
• Supervise the appropriate appearance of Team Members according to the dress code standards
• Coach and counsel all supervised team members to ensure their success
• Maintain tidiness in the building and clothing in the department
• Undertake regular inspections in in the reception and hall area to ensure that the installations and equipment are in clean perfect condition, well maintained and replaced / renewed as required
• Ensure good co-operation and regular exchange of information with all departments, the FOM and Assistant General Manager
• Inform the Team regularly on all new and current offers by Southern Management and monitor the hotel's sales strategy in the daily business
• Take part in a Communication Meetings on a regular basis
• Approach supervisor in confidence if any problems arise
• Always co-operate with colleagues and FOM, as well with the Management Team
• Take part in internal training course and to implement what has been learned
• Be able to give correct information to fellow Team Members and or to guests regarding the hotel and or Southern Management
• Knowledge of calculators, computer systems (hotel), PBX systems, key control systems (room keys), communication devices, and all other operational systems in the Front Office
• Achieve /succeed the joint responsibility with all departments to ensure a SAFE environment for our guest's and or Team Members by having the full acknowledgement of Southern Management SOP's
• Ability to work in a fast pace environment
• Outstanding flexibility; must be able to work under stress and pressure and reflect at all times a positive can-do attitude
• Ability to analyze complex statistical data and make judgments accordingly
• 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
• Ensuring Team Members are following the Service Operational Procedures set forth by Management and or Southern Management
• Acknowledge all guests and respond promptly to their needs, however busy and whatever time of day. Ensure unresolved incidents are reported to Manager/Supervisor
• Familiarity with all hotel services/features and local attractions/activities to respond to guest inquiries accurately
• Contribute to the team's success by accomplishing tasks and assisting with projects as needed
• Maintain knowledge and compliance with departmental policies, service procedures, and standards
• Availability during peak operating times, ie: Weekends, Holidays and Special Events
• Work as a team member to ensure our guests have the best possible experience
• Understand company's emergency procedures and be able to apply them when necessary
• Report any incidents, property damage or injuries immediately to Manager/Supervisor
• Attend department meetings and training sessions as necessary
• Other duties as assigned by Manager and/or Supervisor
• Support Southern Management's Mission, Vision, and Values
• Comply with Southern Management's policies and procedures
• Effectively manage staff through respectful communication, clear expectations, relevant training, productive coaching, holding regular team meetings, and appropriate performance management
• Lead by example, be a positive example for team in action and attitude
• Delegate work as appropriate, stating clearly objectives and time-line requirements
• Monitor and evaluate employees' successful completion of work
• Encourage effective teamwork
• Work collaboratively with others to analyze and improve work processes
• Positive interaction with all levels of management and vendors

Skills Required

• Stand/walk for 8+ hours a day
• Able to lift up to 50 pounds
• Follow directions thoroughly
• Understand guests service needs
• Work with minimal supervision
• Maintain confidentiality of guest information and pertinent hotel data
• Excellent written and verbal communication skills
• Compute basic arithmetic and mathematical calculations
• Organized and detail oriented
• Excellent time management skills
• Excellent interpersonal skills
• Sound leadership and managerial skills
• Ability to work effectively in stressful, high-pressure situations while maintaining composure and guest satisfaction
• Technical knowledgeable and competency in necessary systems and software: - [Outlook, Word, Excel, accounting software, Maestro, etc]

Key Performance Indicators

• Exhibits the following performance expectations:

• Teamwork

• Dependability

• Communication

• Understands Role, Responsibilities and Job Skills

• Time Management and Planning

• Quality of Work

• Safety

• Adhere to response time policy
• Adhere to schedule/work hours
• Cooperate professionally with other departments to accomplish the goals of the department
• Resolve concerns in a timely, courteous, professional manner. Communicate solutions to involved parties and follow up [as appropriate, within 24 or 48 hours]
• Work is completed in a timely, professional manner, based on expectations and deadlines
• High guest satisfaction scores
• Phone is answered in 3 rings or less
• Very low cash variance
• Low discrepancies in all required paperwork
• Cash log completed at beginning and end of shift
• Checklists completed during each shift
• Accuracy of Audit paperwork
• All cash, credit and direct bill accounts are balanced

Organizational Awareness / Civic Social Responsibility

Have and embrace a thorough understanding and knowledge of Southern Management Corporation's Strategic Foundation

• - it's Mission, Vision, and Values. Promote awareness of how work performance has an impact on community, hospitality, commercial and corporate team measures, as well as Southern Management Corporation as a whole.
• Promote Southern Management Corporation's Strategic Foundation and ensures goals are aligned with the company's Mission, Vision, and Values; taking innovative approaches to foster performance excellence and continuous improvement.
• Communicate, encourage and support social responsibility and participation in company events and special projects which impact the greater community, region, state or cause.
• Act as a positive role model of organizational awareness by promoting the success of Southern Management Corporation and its diverse communities, hotels, and office buildings.
• Understands how the STARcard measurements are considered Key Performance Indicators of the organization's Strategic Objectives.

Requirements:

• 2+ years demonstrated hotel Front Office experience
• Supervisory experience preferred
• High School Diploma or equivalent required.

Req Benefits: Your wages are only part of the employment equation. Benefits add significant dollars to your total compensation package and greatly improve your quality of life. Southern offers one of the best benefits packages in the industry. Southern provides: * A choice of Health, Dental and Vision Insurance for you, your spouse and/or eligible children at a remarkably low cost * Company paid Group Term Life and AD&D Insurances * Traditional and ROTH 401(k) with Company contribution * Paid holidays, paid time off, pay for bereavement/funereal leave and jury duty * Continuing Education You can customize your package to include: Short Term Disability, Long Term Disability, Long Term Care for an additional cost, at a reduced rate. Benefit eligibility is dependent on Team Member Status. All benefits are subject to change or cancellation at any time. Compensation: $15.50 - $22.70