Hotel Night Auditor

1 month ago

Rochester, United States Lucky Eagle Casino Full time
Job DescriptionJob Description

Management reserves the right to change the essential duties of this position description from time to time as necessary.

POSITION OVERVIEW:

Night Audit provides guests with exemplary service upholding the values and standards of Lucky Eagle Casino and Hotel. Night Auditors are responsible for assisting hotel guests during reservation, reception, and departure; in a friendly, anticipatory, and professional manner, ensuring guest comfort and preferences are met whenever possible. Night Auditors will be expected to adhere to industry-accepted practices and standards as well as processes and procedures approved by Lucky Eagle Casino and Hotel. Night Auditor will utilize the tools and systems provided to deliver service in person, on the phone, and through electronic communications to guests, patrons, and Lucky Eagle Casino and Hotel staff. Night Auditor will be well informed of the hotel and casinos rewards program, venues, events, and promotions to provide guests and patrons with timely, relevant, and accurate information. Staff will promote property specific amenities and attractions first to create a seamless experience between the hotel and casino.

This position requires strong oral and written communication skills, and familiarity with computers, general office equipment, and telephone systems. Staff will be expected to maintain a cash bank while on duty, and maintain accurate accounting of all transaction conducted. Staff will be expected to always interact positively with guests, patrons, vendors, and fellow staff members. This position may include scheduled shifts on days, evenings, overnights, weekends, and holidays. Staff will be expected to adhere to Lucky Eagle Casino and Hotel grooming standards and will always maintain a professional appearance.

SUPERVISORY RESPONSIBILITY:

This position does not have any team member supervisory responsibilities; however, they directly oversee the hotel operations overnight to the best of their ability in the absence of Hotel Leadership. They will take ownership of guest challenges and resolve guest issues, report all concerns to Hotel Leadership, and provide support for hotel Administrative Coordinator as assigned.

ESSENTIAL FUNCTIONS:

The essential function of the Night Auditor includes but are not limited to:

  • Acknowledge and greet all guests and patrons in a friendly, professional, & timely fashion.
  • Register guests to the hotel and RV park confirming all details of guests stay and securing proper identification and method of payment.
  • Conduct guest orientation of the hotel and casino at arrival; and provide follow up orientation as requested by guests.
  • Review guest folios with the guest at departure, ensuring all cash and/or credit financial transactions are completed.
  • Communicates with Housekeeping, and Facilities guest room statuses at arrival and departure as appropriate.
  • Answers telephones from internal and external sources promptly and politely, quickly identifying the caller’s needs, and directing them to appropriate extensions as necessary.
  • Assists guests with making reservations for both the hotel and RV park, providing clear and accurate descriptions of the room types and RV spaces.
  • Maintains accurate reservation information for individual and group bookings.
  • Provide guests with information about the hotel and casinos venues, hours of operation, and active promotions.
  • Read and answer all emails, and notices from guests, patrons, and hotel and casino leadership.
  • Promote and enroll new players in the Lucky Stars Rewards program, highlighting benefits of membership.
  • Acknowledge return guest and player status when appropriate.
  • Keeps Reception and Front Desk area neat and tidy, following established cleaning protocols.
  • Complies with all policies and procedures set forth by hotel and casino management, and adheres to all regulatory requirements of the Tribe, Casino, and Hotel
  • Actively takes ownership of guest challenges and disputes, ensuring resolution and appropriate escalation when necessary.
  • Prepare and perform the night audit process to change the financial day by acknowledging all outstanding reservations and emailing the relevant departments and leadership all daily reports.
  • Verify and collect all daily work for the Finance team to collect in the morning on the next business day.

Financial & Generalized Responsibilities

  • Become fully cross trained in all reservation functions and serve as a resource and hotel point of contact for the hotel guest service, call center and host team as they have questions about room availability, rates & pricing.
  • Gather and respond to guests that are inquiring about group rates or group discounts. Relay information to the Administrative Coordinator and Hotel Supervisors for them to create.
  • Monitor OTA, DM, Gold redemption & host rooms daily and make certain booking channels are closed when the hotel is sold out.
  • Build strong relationships, and coordinate, with all other departments.
  • Maintain a safe, secure, and healthy environment by establishing, following, and enforcing standards and procedures.
  • Perform other duties as assigned.

EDUCATIONAL REQUIREMENTS:

High School Diploma or GED

SKILLS, KNOWLEDGE, AND EXPERIENCE REQUIREMENTS:

  • Minimum one (1) year customer service and cash handling experience, preferably in a hotel or equivalent front office environment.
  • Strong oral and written communication skills in an office setting
  • Familiarity with computer systems including Microsoft® Office, Outlook, property management systems, and rewards programs. Agilysys and Bally’s Technologies preferred.
  • Must be able to obtain a Washington State Class III Gaming License; and successfully pass a pre-employment drug-screening.
  • 6 months Night Audit experience preferred in Hospitality setting.

PHYSICAL REQUIREMENTS:

The physical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this position.

While performing the duties of this position, the employee is frequently required to stand; sit; walk; use hands to finger; handle; feel; or grip objects, stretch and/or reach with hands and arms; stoop; crouch or work in cramped or awkward positions; repetitive motions. This person may regularly lift and/or move up to 30+ pounds. Specific vision abilities required by this position include close vision, distance vision, depth perception, and ability to adjust to focus.

ENVIRONMENT:

The environment characteristics described here are representative of those a team member may encounter while performing the essential functions of the position.

Primarily indoors and may be exposed to heavy smoke and fluctuations in temperature while in and around the casino and/or hotel. May also, from time-to-time be exposed to noise from slot machines, guests, music, and public announcement system, as is common in a casino and/or hotel environment. Lucky Eagle Casino & Hotel operates in a 24/7 environment.

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