Night Auditor Overnight Guest Services

Night Audit acts as an overnight MOD and serves as the primary liaison to guests. They are responsible for welcoming and registering guests, explaining accommodations and taking payments. The night audit checks guests out and explains billing. They respond to a wide variety of guest requests by accurately assessing needs and offering personalized recommendations to achieve maximum customer satisfaction while complying with brand standards and company policies. The following reflects essential duties but does not restrict additional tasks that may be assigned; duties may be changed at management’s discretion. Shifts are 4-5 days per week, hours 11pm-7am rotating days of the week. Essential Duties Check in guests efficiently and friendly, ensuring the requested room type and rate, and issue keys. Follow brand standards for checking in elite members. Check out guests at end of stay, assess satisfaction, collect keys, post late charges, present and settle bill. Answer incoming guest phone reservations. Handle inquiries about hotel services; provide entertainment, restaurant suggestions and travel directions. Receive and address all guest concerns, exceeding expectations. Receive guest service requests and follow up to ensure completion. Serve as hotel phone operator, directing calls and taking/delivering messages. Keep records of room availability and guests’ accounts; operate front desk software. Maintain balanced cash/billing drawer. Takes responsibility for all cash and credit card transactions during working hours. Maintain and replace stock of hotel lobby ‘market stand’ for guest purchases of sundries, beverages and foods where applicable. Complete accounts receivable and direct billing tasks. Follow brand standards when processing stays based on brand point system. Welcome guests and respond promptly and professionally to requests. Check working condition of equipment and report unsafe or malfunctioning items to supervisor. Use suggested selling techniques to sell rooms and promote other hotel services. Coordinate room status updates with housekeeping department. Know how to use office equipment. Know all safety and emergency procedures. Maintain awareness of all rates. Communicate with previous and following shifts. Print arrival lists from booking.com, Expedia, and third‑party sites, ensuring reservations are in the property management system. Ensure compliance with energy conservation and job safety requirements. Proactively maintain assigned areas and equipment. Report all safety concerns to management. Attend and participate in all mandatory trainings and meetings. Be flexible with schedule and assignments. Maintain effective performance under pressure. Perform similar duties as requested by supervisor. Requirements Good customer service skills. Ability to work independently and with others. Good communication skills. Attention to detail. Ability to multitask. Displays good initiative. #J-18808-Ljbffr Workstream