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Overnight Guest Services Coordinator
2 months ago
The Night Auditor is responsible for the overnight shift, ensuring all reporting functions are completed for the day. This role acts as the primary contact for guests during the night, delivering exceptional personalized service that aligns with the standards of Mainsail Lodging & Development.
Key Responsibilities
- Execute all designated closing audit procedures and related tasks to effectively prepare the hotel for the following day.
- Maintain and post a daily balance of all house accounts, including running preliminary reconciliations, detailing transactions, and finalizing reports for accounting and profit centers.
- Reconcile cashier's reports with the restaurant system nightly, investigating and resolving any outstanding tickets from the day shifts.
- Generate accurate and timely reports while managing all cash transactions responsibly.
- Audit room revenue, food and beverage revenue, cashier reports, and guest accounts for precision; assist in preparing all reports pertinent to daily revenues.
- Transmit credit card batches securely.
- Complete and send daily management and accounting reports along with supporting documentation.
- Serve as the hotel system liaison during night hours.
- Provide backup support to the hotel PBX operator during shifts.
- Engage with guests by offering outstanding customer service and sharing hotel insights, personalizing interactions by using the guest's name.
- Understand all functions to effectively showcase the hotel and its unique narrative to each guest.
- Assign and escort guests to their rooms based on preferences, paying attention to nonverbal cues that enhance their experience.
- Process mobile arrivals and deliver seamless service in the remote check-in area.
- Navigate and engage with high-tech amenities and applications.
- Collect and verify payment methods, produce room keys for guests while ensuring confidentiality throughout their stay.
- Act as a concierge by providing local insights for shopping, dining, and recreational activities, assisting guests with reservations or tours as needed.
- Assist with guest luggage and manage the receipt, storage, and delivery of luggage and mail.
- Address guest inquiries promptly.
- Adhere to scheduled shifts and comply with break and lunch protocols.
- Report accidents, injuries, and unsafe conditions to management; complete safety training and certifications.
- Communicate with clarity and professionalism; prepare and review written documents accurately; answer phones with appropriate etiquette.
- Foster and maintain positive working relationships with colleagues.
- Report any suspicious activities or unusual items in guest rooms.
- Monitor and report any irregular behavior from guests in public areas or rooms.
- Demonstrate initiative and manage assignments with minimal supervision.
- Follow all hotel policies and procedures as outlined in the team member handbook.
- Maintain cleanliness and organization of the work area.
Education & Experience
- High School diploma or equivalent.
- Prior experience in hospitality preferred.
- Familiarity with Opera PMS is a plus.
- Exceptional customer service skills.
- Strong verbal and written communication abilities.
- Ability to sit or stand for extended periods.
- Capability to bend and lift up to 40 lbs.
- Clear communication skills.
- Corrected vision within normal range.
- Willingness to work long hours as necessary.
- Ability to make sound judgments quickly.
- Manage multiple tasks while making appropriate progress towards deadlines.
- Work independently, take direction, and provide guidance to others.
- Handle diverse personalities within the office, hotel, and community.
- Maintain the highest level of confidentiality.
- Effectively manage stress and high-pressure situations.
- Proactively address challenges in the workplace, including anticipating, preventing, identifying, and resolving issues as needed.
