This night-shift post is for every other weekend, ensuring guest satisfaction by providing courteous and efficient service. The Night Auditor is responsible for accurate registration, posting of charges, and check-out of guests, handling questions and concerns as required. This role adheres to specific Brand Standards and may assume the position of Person in Charge (PIC) during the overnight shift.
Responsibilities
Greet guests with a genuine and warm spirit of hospitality
Register (Check-in) guests in an efficient manner, following Baywood & Brand standards, securing proper method of payment
Post transactions to guest and master accounts
Review guest account balance, ensuring that payment is secured
Reconcile discrepancies between Property Management System (PMS), Housekeeping reports and registration cards
Review arrivals and block special requests
Process required reports, including down time, high balance, etc.
Monitor and restock sundry shop, ensuring consumed items are paid for; follow established procedure for removal of expired items
Handle guest requests and concerns in a courteous and efficient manner
Coordinate the delivery of guest services by other hotel departments and outside businesses
Process all incoming and outgoing reservation and cancellation requests in a timely and efficient manner
Prepare guest amenities, and ensure delivery in a timely manner
Handle in-house guest reservation requests such as extension, late check-out, and rebooking
Handle check-out procedures swiftly and accurately and assist guests on departure
Maximize room revenue and occupancy levels through suggestive selling for upsell potential and walk in guests
Store guest luggage
Present to guests accurate information regarding marketing programs applicable to the hotel, local area, and all hotel functions and outlets
Handle departmental cash drawer, accounting of monies, credit card receipts, guest accounts, and other forms of credit and cash handling guidelines
Maintain information and communication sources such as, log book, franchise directories, checklists, and electronic communication
Operate Private Branch Exchange (PBX switchboard) equipment to handle incoming calls, outgoing calls, wake up calls, do-not-disturbs and the paging of guests, all while maintaining guest and staff privacy and security
Operate the franchise terminal and perform designated maintenance tasks
Maintain procedures for credit control and handling of financial transactions
Maintain guest safety & privacy by adhering to established procedures
Issue safety deposit boxes for guest use, following security protocol Baywood Hotels
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Monitor key box, issuing keys to the appropriate staff members and logging all transactions
Complete brand specific log and follow brand and Baywood protocol for guest complaints, including escalation to management if needed, and completed follow up
Adhere to departmental communication through the effective use of staff meetings, log books, and bulletin boards
Coordinate emergency procedures including evacuations, immediately notifying management of such occurrences
Assist with the relocation of guests, when necessary
Assist other departments during slow periods
Audit all accounts to ensure they balance, to include such accounts as tray and city ledger, reservation deposits, credit card accounts, and room, food & beverage, and banquet charges
Transfer charges and deposits to master accounts
Close necessary accounts at month end
Prepare final reports of all daily revenue summaries
Post all room and tax revenues and late charges, including No-Shows
Ensure all revenues, adjustments, taxes and gratuities are accurately distributed from POS system (at some properties)
Change system date
Follow all company policies and procedures as outlined in Policy Manual
Responsible for Life Safety Procedures and equipment
Participate (at some properties) in Manager on Duty schedule
Model the behavior of a 'Baywood Ambassador' by maintaining a professional image, warmly greeting guests and coworkers, actively listening to guests, fostering teamwork, continuously monitoring surroundings for cleanliness, safety, security, or building upkeep issues, contributing to a safe work environment, recommending other Baywood properties, and making a genuine effort to 'WOW the guest'
Requirements
High School diploma
TIPS, or similar approved, alcohol server training certification (as required)
Previous hotel Front Desk experience preferred; however, ability gained through 2+ years related employment (customer service) or on-the-job training may substitute for actual Front Desk experience
Ability to multi-task
Ability to communicate effectively, both written and oral
Ability to work the shifts required for the position
Ability to learn and adhere to Brand & Baywood Hotels’ standards
Ability to take information from various sources and determine a responsible course of action
Ability to understand interdepartmental relationships
Ability to operate office equipment and industry specific software (PMS)
Ability to remain calm during stressful situations
Walking and Standing: 100% (Must be able to stand for the entire shift, usually 8 hours)
Lifting, Push/Pull: 40 lbs infrequently
Nice to have:
Bilingual (Spanish & English) preferred, depending on geographic market
Important Details
Schedule: every other weekend from 11 PM - 7 AM Friday and Saturday Night
About the Company
Baywood Hotels, a privately owned hotel development and management company, was established in 1975 with one independent motel in Laurel, Maryland. Headquartered in Columbia, Maryland, a suburb of Washington, D.C., Baywood also operates regional offices in Aurora, Colorado; Herndon, Virginia; Pittsford, New York; Miami, Florida; and San Antonio, Texas. Its portfolio includes over 15 familiar brands across almost all major hotel chains with locations in the Northeast, New England, Mid-Atlantic, Rocky Mountain, Southeast, Southwest United States, and India. Baywood Hotels is recognized as an innovative leader in the hotel industry, consistently developing outstanding properties and delivering legendary customer service.
