Overnight Guest Services Auditor

2 months ago


Lexington, Kentucky, United States Tru by Hilton University Medical Center Full time
Nighttime Front Desk Auditor

REPORTS TO: Front Desk Supervisor

FLSA STATUS: Non-Exempt, Hourly

SCHEDULE: Overnight shifts

POSITION SUMMARY

The Nighttime Front Desk Auditor is responsible for ensuring a seamless experience for hotel guests during overnight hours. This role involves registering guests, assigning rooms, managing room keys, and maintaining accurate records of guest accounts. The Night Auditor will also handle reservations, address guest inquiries, and manage check-out processes, all while working within an overnight schedule.

KEY RESPONSIBILITIES
  1. Conduct nightly audits and balance financial accounts.
  2. Welcome guests, register them, and allocate rooms accordingly.
  3. Coordinate with housekeeping and maintenance for any guest-reported issues.
  4. Issue room keys and guide guests to their accommodations.
  5. Handle reservations and confirmations efficiently.
  6. Verify guest payment methods and credit status.
  7. Maintain detailed records of room availability and guest accounts.
  8. Record charges for services such as rooms, dining, and amenities.
  9. Review guest accounts and charges during check-out.
  10. Document guest feedback and escalate issues to management when necessary.
  11. Process payments, compute bills, and provide change as needed.
  12. Manage communications, including messages and inquiries via phone.
  13. Provide information about hotel services and local attractions.
  14. Notify housekeeping when rooms are ready for cleaning.
  15. Maintain cleanliness in the lobby and common areas, including restocking supplies.
  16. Sort and manage incoming mail and messages.
  17. Assist guests with arrangements for transportation and dining.
  18. Safeguard guests' valuables in hotel safes.
  19. Supervise the work of other staff members as required.
EDUCATION AND EXPERIENCE REQUIREMENTS

High school diploma is mandatory.

Prior experience in customer service is essential.

QUALIFICATIONS

To excel in this role, candidates must demonstrate proficiency in essential duties. The qualifications listed below reflect the necessary knowledge, skills, and abilities required. Accommodations may be provided for individuals with disabilities to perform essential functions.

SKILLS REQUIRED

Strong numerical and analytical skills.

Exceptional verbal and written communication abilities.

Proficiency in Microsoft Office Suite and hospitality management software.

Problem-solving and critical thinking capabilities.

Effective information dissemination skills.

Ability to actively listen and engage with guests attentively.

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