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Night Audit

2 months ago

Washington, United States The Darcy Full time
Job Description

Assist the Front Office Manager in managing the Front Office operations to achieve customer satisfaction, quality service and compliance with hotel/corporate policies and procedures while meeting/exceeding financial goals.  Ensure that the arrival, departure, and any other guest contact experience are conducted in an efficient and friendly manner.  Perform the night audit operations to ensure the maintenance of financial controls, and compliance with hotel standards. Coordinate with other departments (i.e. Housekeeping, Food and Beverage and Accounting) to ensure quality service is provided to all guests.

Job Description

Perform daily balancing, reconciliation and closing of various accounts and prepare the daily statements to provide accurate, timely information to management while ensuring proper controls are maintained. Control the Night Audit Bank. Prepare the daily activity sheet, report all noteworthy events. Respond to customer issues, complaints, or problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service. Prepare and run audit reports/journals from the front office system, Point of Service and the computer. Make corrections and adjustments and handle all computer problems that might occur throughout the shift. Balance all revenue and settlement accounts nightly, maintain files and reset the system for next day operations. Communicate effectively both verbally and in writing to provide clear direction to staff. Assign and instruct guest service agents in details of work. Observes performance and encourages improvement. Greet guests immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to and understand requests, respond with appropriate actions and provide accurate information such as outlet hours and local attractions. Promptly complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate. Promote marketing programs. Make appropriate selection of rooms based on guest needs. Code electronic keys. Nonverbally confirm the room number and rate. Provide welcome folders containing room keys, certificates, coupons, etc. as appropriate. Close out guest accounts at time of check out. Verify and imprint credit cards for authorization using electronic acceptance methods. Cash-handling, make change and balance an assigned house bank. Accept and record vouchers, traveler’s checks and other forms of payment. Perform accurate moderately complex arithmetic functions using a calculator. Post charges to guest rooms and house accounts using the computer. Promptly answer the telephone using a positive and clear voice. Input messages into the computer. Retrieve messages and communicate the content to the guest. Retrieve mail, small packages and facsimiles for customers as requested. Remain calm and alert, especially during emergency situations and/or heavy hotel activity, serving as a role model for clerks and other employees. Resolve customer complications and complaints by conducting thorough research of the situation and determining the most effective solutions. Make decisions and take action based on previous experience and good judgment, sometimes revising approach to accommodate unusual situation. Authorize revenue allowances to remedy problems only after other alternative solutions have been offered. Safe lifting to transport and place and remove guest luggage in bell closet. Documenting shift events that occur on the MOD Report. Comply with attendance rules and be available to work on a regular basis. Perform any other job-related duties as assigned.

Experience, Skills and Knowledge 

High school diploma or equivalent, college degree preferred. One-year experience in customer service in hospitality or similar industry. Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts. Ability to exert physical effort in safely lifting up to 30 lbs. Basic mathematical skills and considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error. Ability to access and accurately input information using a moderately complex computer system. Ability to stand, walk and continuously perform behind the front desk. Ability to observe and detect signs of emergency situations with or without reasonable accommodation. Ability to communicate verbally and in writing and prepare complex reports of room availability and revenues generated. Ability to establish and maintain effective working relationships with employees, customers and patrons. Command of the English language both written and verbal.

Source: Hospitality Online