Night Audit Agent

1 week ago

Wilmington, North Carolina, United States ARRIVE Hotel Wilmington Full time
Overnight Operations Expert at ARRIVE Hotel Wilmington

We are seeking a skilled Night Audit Agent to oversee overnight operations at our hotel, ensuring seamless late check-ins and effective liaison with various departments in a 24/7 environment.

About Us: Located in the heart of the Historic District, steps away from the Riverwalk, ARRIVE Hotel Wilmington is a welcoming oasis that seamlessly blends comfort, style, and classic Southern charm. Our hotel reflects the vibrant energy of the city, offering a unique experience for guests.

Key Responsibilities:
  • Liaise and communicate positively with guests, colleagues, and vendors during the evening/overnight shift.
  • Take care of guests during the overnight shift, from leading the check-in/check-out process, billing, confirming contact information, and fielding questions throughout a hotel stay.
  • Be a savvy guide, sharing knowledge on the hotel, amenities, and neighborhood.
  • Communicate in a friendly, positive way to create a warm environment amongst colleagues and a great experience for guests.
  • Build memorable relationships with hotel guests in line with our service standards.
  • Bring personality and clarity to the registration process and guest arrivals as well as check-out, listening to guest feedback, and settling folios.
  • Field phone calls, emails, and other guest inquiries in a timely, friendly, and trustworthy manner.
  • Input guest information and payments into hotel software systems, such as Opera.
  • Collaborate with the sales and operations teams to ensure a smooth experience for all guests.
  • Proactively identify guest needs and find ways to surprise and delight patrons so they become repeat customers.
  • Maintain a keen eye for detail, whether it be a book out of place or a guest that needs assistance.
  • Politely enforce established policies and procedures.
  • Effectively communicate guest requests or issues to the Front Desk Manager, Housekeeping, or Engineering.
  • Conduct walkthroughs for safety, security, and overall cleanliness.
  • Perform safety duties and adhere to predetermined protocols in the event of an emergency situation.
  • Lend a hand as required by other departments to ensure a safe, smooth operation that's enjoyable for guests and fellow coworkers.
  • Maintain a professional, neat, and well-groomed appearance in a sharp uniform.
  • Reconcile and complete all daily front desk agent tasks.
  • Balance room posts and close out the day.
  • Run accounts receivable reports.
  • Provide next-day reports for the hotel.
  • Address complaints, glitches, and/or requests in a very friendly and professional manner.
  • Ensure all issues are resolved or addressed with the proper department manager.
  • Investigate all safety issues reported during the shift to find their cause and provide recommendations to avoid repeated issues.
  • Initiate investigations and complete incident reports when necessary.
  • Communicate all GST complaints and issues to the General Manager and/or Supervisor.
What We're Looking For:
  • A positive attitude.
  • Energetic and outgoing.
  • Service-oriented.
  • A team player.
  • The ability to multi-task.
  • Excellent interpersonal, analytical, and organizational skills.
  • Basic arithmetic knowledge.
  • The ability to input data and access information on the computer.
  • A flexible schedule, including weekends and holidays.
  • The ability to stand for long periods of time and push, pull, or lift up to 25 lbs.
Benefits:
  • A competitive compensation package, including medical, dental, vision, and life insurance.
  • A 401(k) retirement plan.
  • Paid time off, holiday pay, and sick pay.
  • Career advancement opportunities in an organization committed to helping employees thrive.
  • An opportunity to expand your career trajectory in a fast-growing company with hotels and restaurants in multiple cities.
  • Professional development that sets you up for success across multiple hospitality career paths.
  • A collaborative work environment where your creative ideas can come to fruition.
  • Employee discounts on hotels and dining across our entire portfolio.

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