Night Auditor

About This Role

Working at the heart of the hotel's Guest Services Team, the Night Auditor ensures top-notch service with a smile, making every guest feel welcomed and valued. This role focuses on maintaining smooth, professional, and unforgettable operations from check-in to check-out, upholding high brand standards, and contributing to overall hotel security.

Responsibilities

• Demonstrate a commitment to guest service by responding promptly to guest needs and complaints
• Deliver exceptional guest service through responsive guest assistance in a professional manner
• Maintain Guest Service as the driving philosophy of the hotel
• Work efficiently to maximize productivity and guest care, following procedures set down in the Standards and Procedure Manual
• Bring urgent matters to the attention of the Front Office Manager and the management team
• Maintain standards of punctuality
• Attend meetings as requested and contribute new ideas and initiatives to the overall success of operations
• Maintain a professional and effective working relationship with all departments to ensure they are informed of any potential problems or situations
• Work and communicate in a professional and ethical manner with colleagues, assisting where necessary to achieve standards and in conjunction with company policies
• Contribute to the overall security of the Hotel by recognizing and correcting potential security problems
• Operate the system manually
• Run the computer through the nightly processing sequence to reset for the next day's use in balancing for applicable functions
• Audit all income postings and charges
• Send all required reports
• Block guest rooms
• Ensure full compliance with protocols and procedures related to any front office operations and emergencies on an ongoing basis
• Stay up to date on best guests and IHG Reward members
• Check cleanliness of lobby and public areas, proper lighting
• Check daily and weekly arrivals and prepare and check VIP arrivals, following up with other departments as needed
• Follow up and process No-Shows
• Coordinate and communicate with affected departments for out of order rooms, late check-outs, stay-overs, early arrivals, etc., to maintain Front Office functions properly and ensure guest satisfaction
• Answer guest inquiries, make reservations, process Market purchases, update folios, ensure proper postings, and attend to the needs of the guests
• Promote and maintain good public relations
• Motivate and maintain good staff relations
• Adhere to hotel policies
• Follow up on credit check report
• Bring forward any concerns to the Front Office Manager and the management team