Hotel Night Auditor

1 month ago

Cedar Rapids, United States Hilton Garden Inn | CR Hotel #1 LLC Full time

The Night Auditor is responsible for the preparation, completion and electronic transmission of all end of day reports, night audit checklist work and other reporting necessary to roll the property into a new business day along with the Guest Service Representative functions of the third shift (11p-7a). This position is equally responsible for providing attentive, courteous, and efficient service to all guests throughout their stay ensuring every guest has a positive impression and excellent stay. The Night Auditor is expected to actively develop superior service skills in dealing with clients, guest, and co-workers.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

  • As a primary goal for this position, ensure highest level of guest satisfaction by offering attentive service to every guest and associate; greet guest immediately with a friendly and sincere welcome
  • Listen carefully to understand all guest requests, respond with appropriate action and provide accurate information. Resolve any problems or issues quickly, efficiently and courteously
  • Recognize and reward Hilton Honor members according to brand standard
  • Anticipate potential issues and problems and engage proactively to avoid them utilizing Service Recovery items as necessary
  • Ensure guest, room and group event information gathered and data entered is accurate, up to date and properly communicated
  • Support an organized and comprehensive filing system by documenting on purchases, reports and tracking logs
  • Maintains, monitors and prepares guest/group requirements keeping information up to date and relays information as needed
  • Deliver sales and upsell opportunities for all HGI's products and services
  • Maintain proper key management system
  • Prepare list of expected arrivals, assist in preregistration activities and process advance reservations
  • Create and maintain reservation records and prepare letters of confirmation and promptly process any cancellations and modifications
  • Properly and accurately follows all cash-handling, check and credit processes and policies
  • Verify credit card and required guest information
  • Proficiently operate and enter data into all Front Office computer systems including property management, catering, Microsoft Office, Hilton branded or similar systems
  • Remain up-to-date and familiar with procedures, activities at HGI, local attractions, current events, directions and other information on the local area in order to provide accurate information at the Front Desk
  • Performs pool monitoring as needed/required by state
  • Ensures all areas of lobby, front desk and entrances are properly sanitized according to brand
  • Must be able to handle a crisis in a calm, effective manner. This includes upset guests, fire, tornado, armed robbery and assault, bomb threats and accidents.
  • Wears proper uniform at all times and is warm, welcoming and genuine
  • Step in for other staff as directed/needed or other duties as assigned
  • Attend staff meetings as needed
  • All other duties assigned by Management
KNOWLEDGE, SKILLS & ABILITIES
  • Customer Service-centric
  • Can work on own as well as part of a team
  • Performs work well with speed, accuracy, and attention to detail
  • Able to work well in stressful, high pressure situations
  • Ability to maintain confidentiality of guest information
  • Clear and thorough communication skills
  • Excellent problem-solving skills
  • Ability to follow directions thoroughly and work with minimal supervision
  • Ability to comprehend and use computerized reservation system
  • Able to assimilate complex information, data, etc. from disparate sources and consider, adjust/modify to meet the constraints of particular
  • Willing and able to work evenings, weekends and holidays; available for flexible scheduling to meet the needs of the department


PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Walking and standing are required throughout the working day. Length of time of these tasks may vary from day to day and task to task. Must be able to bend, stoop, squat and lift up to 40 lbs. on a regular and continuing basis. Must be able to push and pull carts and equipment occasionally. Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening and hearing ability and visual acuity. Talking and hearing occur continuously in the process of communicating with guests, fellow associates, and supervisors.

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