Night Audit

Job DetailsJob Location: Knoxville, TN 37902Position Details:

As the first point of contact for our guests, you will be responsible for providing a welcoming and professional service at all times. You will be tasked with handling check-ins and check-outs, answering customer queries, managing bookings, and processing payments.

Responsibilities:

• Ensure high-quality and efficient guest registration, obtain proper method of payment, conduct credit-limit checks, follow billing instructions, conduct follow-up courtesy calls
• Courteously and accurately answer inquiries to telephone and in-person inquiries regarding reservations, hotel information and guest concerns
• Demonstrate a commitment to providing a warm, anticipatory service to exceed the needs and expectations of all guests
• Deliver outstanding guest services for all incoming calls and general inquiries
• Maintain all back-office related equipment and a par stock of supplies
• Provide service recovery options to ensure guest satisfaction
• Process guest requests for wake-up calls
• Screen calls and other requests relating to placing and receiving telephone calls
• Advise guest of any messages received via voicemail, mail, faxes and send to room if required
• Answer, record, and process all guest calls, requests, questions, or concerns
• Log all requests or issues
• Establish and maintain open, collaborative relationships with associates and fellow departments
• Maintain an attentive, friendly, helpful, and courteous demeanor to all guests, managers, and other associates
• Participate in pre-shift meetings, maintain, and review shift reports, review arrivals, departures, daily events, groups in-house, service recovery guests and conduct proper follow-up
• Review all profile details of incoming arrivals and departing guests, address all requests and service recoveries; communicate to other departments special requests
• Maintain all front desk related equipment and a par stock of supplies
• Ensure work area and lobby cleanliness is maintained at all times
• Maintain a presence in the lobby, serve as lobby ambassador when not stationed at the front desk
• Audit of all third-party reservations, ensuring that all third-party reservations are properly reconciled nightly within their respective extranet
• Post all overnight valet charges, ensuring that we capture valet revenue, and export valet reports
• Audit reservation cancellations and capture revenue for late cancellations
• Charge No Show reservations, first night room, and tax
• Ensure HMS End of Day Processing is completed in order to properly export and email the correct end of day reports from HMS
• Export and email sales reports from the Aloha remote desktop
• Generate the daily Flash Report by inputting data from the end of day reports
• Professionally respond to guest reviews
• Must conduct hourly radio checks communicating with all overnight employees
• Perform additional duties and projects as assigned

QualificationsQualifications:

• Ability to speak, read, write and understand English
• Professional demeanor and presentation appropriate for a luxury environment
• Excellent interpersonal, written/verbal communication, and training skills are essential
• Positive attitude, team focus, enthusiasm, excellent customer service skills
• Ability to work a flexible schedule, including evenings, weekends and holidays, according to department needs and business volumes
• Highly motivated, organized, goal and results oriented individual who thrives under pressure
• Ability to stand, sit, or walk for an extended period of time
• Hospitality experience preferred
• Must be eligible to work in the USA

Physical Requirements:

Must be able to work on your feet for up to 12 hours. Position requires prolonged standing, bending, stooping, twisting, and lifting products and supplies weighing 20 pounds and occasional lifting and/or moving up to 50 pounds as well as repetitive hand and wrist motion.

This job description serves as an overview of the responsibilities associated with this role, with the understanding that these duties may evolve over time. Additionally, you may be entrusted with additional duties as assigned.