Hotel Hospitality Specialist

5 days ago

Asheville, North Carolina, United States Grand Bohemian Asheville Full time
About the Job

Job Summary:

The Night Auditor position at the Grand Bohemian Asheville is responsible for providing exceptional hospitality service to our guests and maintaining a safe and secure environment during the overnight shift. As a Night Auditor, you will be the face of our hotel, ensuring a seamless arrival and departure experience for our guests.

Key Responsibilities:

  1. Greet and interact with internal and external guests in a warm and friendly manner, using professional and company-standard nomenclature.

  2. Maintain the integrity of guests' privacy, including confidentiality of personal information and key control. Ensure that sensitive information is handled with care and discretion.

  3. Perform Manager on Duty tasks and serve as the hotel's ambassador during the overnight shift. This includes ensuring that the hotel is running smoothly, addressing any issues that may arise, and providing exceptional service to our guests.

  4. Process check-ins, check-outs, and room assignments efficiently and accurately. Verify guest identities and ensure that all necessary documentation is completed.

  5. Post guest charges and payments, process no-shows, and adjust disputed charges. Maintain accurate records and ensure that all financial transactions are properly accounted for.

  6. Run daily reports and contingency lists, conducting bucket checks to ensure accuracy. Verify rate codes and make appropriate adjustments on guest invoices.

  7. Block and unblock rooms according to the hotel's needs. This includes managing room inventory, ensuring that rooms are available for guests, and adjusting room assignments as needed.

  8. Enter financial data into the property management system and process reports. Ensure that all financial information is accurate and up-to-date.

  9. Operate the telephone system, answering calls within three rings, using the correct salutation and telephone etiquette. Respond to guest inquiries and resolve any issues that may arise.

  10. Process and respond to wake-up calls according to standard operating procedure. Notify guests of messages and record them legibly and completely.

  11. Maintain knowledge of room types, hotel amenities, features, hours of operation, and area attractions. Provide guests with information and recommendations to enhance their stay.

  12. Respond promptly to questions, concerns, and special requests, following up to ensure guest satisfaction. Demonstrate effective communication and problem-solving skills.

  13. Log guest requests and concerns according to standard operating procedure, communicating with departments in a timely manner. Solve problems proficiently and maintain a calm demeanor under pressure.

  14. Demonstrate effective sales techniques to upsell rooms, amenities, and products. Ensure that guests are aware of available services and opportunities.

  15. Maintain a neat and organized work area. Ensure that all equipment and supplies are readily available and functioning properly.

  16. Maintain the integrity of company proprietary information and protect company assets. Ensure that confidential information is handled with care and discretion.

  17. Maintain complete knowledge in the use of all office equipment, property management systems, and access according to specifications. Ensure that all systems are functioning properly and that employees are trained on their use.

  18. Maintain complete knowledge and comply with company policies and procedures. Ensure that all employees are aware of and adhere to these policies and procedures.

  19. Maintain neat, clean, and professional appearance according to standards. Ensure that all employees reflect positively on the hotel through their attire and grooming.

  20. Follow all company safety and security policies and procedures, reporting accidents, injuries, and unsafe conditions. Ensure that the hotel is a safe and healthy environment for employees and guests.

  21. Assist guests with luggage and valet services (if provided by the company). Welcome and acknowledge guests with disabilities, following proper procedures to accommodate their needs.

  22. Develop and maintain a positive working relationship and support the team to achieve our goals. Collaborate with colleagues to provide exceptional service and ensure that the hotel runs smoothly.

  23. Attend required training and meetings. Participate actively in ongoing education and development to enhance job performance and promote career growth.

  24. All other duties as assigned, planned or unplanned.

Estimated Salary: $55,000 per year

Location: Asheville, NC

Benefits:

  • Marriott employee discounts worldwide
  • Competitive wage and discretionary bonus program
  • Medical, dental, vision insurance
  • Company-sponsored life insurance
  • Short- and long-term disability insurance
  • Pet insurance
  • Tuition reimbursement program
  • 401(k) with discretionary company matching contributions
  • Employee assistance program

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