Night Auditor
On-siteConcord, California, United States
Concord, California, United StatesOn-siteFull Time
Full Time
Job Summary
Greet and register guests, manage reservations, and handle guest transactions while balancing accounts, processing credit cards, and completing night audit reports. Conduct security walks four times per shift, issue and receive room keys, and resolve guest complaints through effective listening and clarification. Set up lobby coffee and breakfast services, process no-shows, and handle lost and found items according to policy. Sell rooms and promote marketing programs using persuasive techniques while maintaining cash control and deposits. Perform other duties as assigned, including light maintenance, restocking supplies, and assisting with laundry.
Required Qualifications
- Possess a positive and upbeat personality with a desire to deliver outstanding customer service to our guests
- Maintains a high level of professional appearance and demeanor
- Maintain the highest level of confidentiality in all areas
- Demonstrate the ability to multi-task, be detail-oriented and be able to problem-solve, to effectively deal with internal and external customers
- Handle and resolve guest complaints professionally and courteously, through effective listening and clarifying issues raised by guests
- Demonstrate good communication skills and convey information and ideas
- Ability to perform basic math, and understand financial information
- Recognize and take action on any safety or loss prevention incidences that may cause damage, injury, or other liability to individuals or company property
- Implement all company policies and procedures for safety and security
- Complete training in all areas of security, alcohol, and health and safety
- Ensure that all OSHA, State, and Federal guidelines for chemical, fire, health, and safety are being followed
- Uses persuasive selling techniques to sell rooms and promote all marketing programs
- Operate phone system, TDD equipment
- Effectively communicate using shift logbook and shift reports
- Operate basic office equipment
- Scheduling wake-up calls according to property procedures
- Understands hotel policies relating to cancelation, extended stay, room types and rates, late check-outs, early arrivals, and special requests
- Responsible for key control
- Issues and receives both room keys and master keys
- Process all lost and found items according to policy
- Have basic knowledge of how to operate computer equipment, including Microsoft Office suite
- Assist in training of new staff
- Participates in and supports a positive, enjoyable work environment
- Holds an understanding of hotel products and services (i.e., food and beverage, recreation)
- Ability to communicate with hotel staff, guests, and management in a professional manner
- Knowledge of the surrounding area and events
- Knowledge of proper telephone etiquette
- Ability to understand and adhere to proper cash and credit card handling policies
- Read, write and speak English
- Ability to learn safety, emergency, and accident prevention policies and procedures
- Neat, well-groomed appearance including wearing the proper uniform and name tag when working (per brand standards)
- Must have a flexible schedule to include weekends and evenings and holidays
- Complete night audit training program within the brand required time frame
- High school education
- Detail-oriented
- Stand, walk; use hands and fingers to handle, or feel, for long periods, up to 8 hours at a time
- Reach with hands and arms
- Frequently repeat the same movements, including frequent keyboarding
- Understand the speech of other people, and speak clearly so others can understand
- Read and see details
- Lift up to 10 pounds occasionally, lift up to 35 pounds from time to time
- Stoop, kneel, twist or crouch occasionally
- Must be able to work effectively in a stressful environment
- Communicate well with others
- Effectively deal with guests
- Accept constructive criticism
- Must be able to change activity frequently and cope with interruptions
Desired Qualifications
- 1-year hospitality or guest service experience (Preferred)
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