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Night Audit Clerk

4 months ago

Grand Rapids, United States Hotel Equities Full time
Hotel Equities, multi-award-winning hotel development, and hospitality management company, is currently searching for a remarkable Night Auditor for the Sonesta Hotel in Grand Rapids, MI. (Formerly Delta Hotels by Marriott Grand Rapids Airport)

Night Auditor (Overnight Shift 11 PM-7 AM)

Job Purpose:

The Front Desk Night Auditor is often the first point of contact and the first impression for guests. Warm, knowledgeable service and helpful guidance reassure guests they've made the right choice to stay with us.
  • Check guests in, issue room keys, and provide information on hotel services and room location.
  • Ensure required identification is taken from guests at check-in in line with local legislative requirements.
  • Answer phones in a prompt and courteous manner.
  • Up-sell rooms where possible to maximize hotel revenue.
  • Answer, record and process all guest calls, messages, requests, questions or concerns.
  • Record guest preferences in the system.
  • Check guests out, including resolving any late or disputed charges.
  • Accurately process all cash and credit card transactions using established procedures.
  • Issue, control and release guest safe-deposit boxes in line with hotel procedures.
  • Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up.
  • Take action to solve guest problems/complaints using appropriate service recovery guidelines.
  • Follow established hotel safety protocols and procedures at all times. Immediately report any health and safety incident, security breaches, concerns or suspicious behavior to the supervisor or manager on duty.
  • May routinely book guest reservations for individuals and/or groups that are requested either by phone or from within the hotel; process cancellations, revisions, and information updates on changes.
  • Work as part of a team and communicate with other departments as per hotel procedures to ensure excellent quality and service.
  • Perform other duties as assigned including guest room tours, concierge services, special guest requests, etc

Qualifications and Requirements:

High School diploma /Secondary qualification or equivalent.

Experience with Marriott, Hilton, IHG, Wyndham or Hyatt processes and standards.

This job requires the ability to perform the following:
  • Frequently standing up behind the desk and front office areas.
  • Carrying or lifting items weighing up to 50 pounds / 23 kilograms.
  • Handling objects, products and computer equipment.
  • Basic computer skills to operate various property management and reservations systems, etc.

Other:
  • Being passionate about people and service.
  • Strong communication skills are essential when interacting with guests and employees.
  • Reading and writing abilities are used often when completing paperwork, logging issues/complaints/requests/ information updates, etc.
  • Basic math skills are used frequently when handling cash or credit.
  • Problem-solving, reasoning, motivating, and training abilities are often used.
  • Have the ability to work a flexible schedule including nights, weekends and/or holidays

Amazing Benefits At A Glance:
  • Team Driven and Values Based Culture
  • Medical/Dental/Vision
  • Vacation & Holiday Pay
  • Same-day pay available
  • Employee Assistance Program
  • Career Growth Opportunities/ Manager Training Program
  • Reduced Room Rates throughout the portfolio
  • Third Party Perks (Movie Tickets, Attractions, Other)
  • 401(k)
  • Employee assistance program
  • Employee discount
  • Flexible schedule
  • Flexible spending account
  • Life insurance
  • Parental leave
  • Referral program