Night Auditor

2 weeks ago

Los Angeles, CA, United States Dream Hotel Group Full time

Position Purpose

Responsible for greeting and registering guests, providing excellent guest service, and settling the guest's account upon completion of their stay. The Night Auditor normally works a regular 3rd front desk shift but may be asked and assigned another shift due to work needs.

Duties and Responsibilities

  • Main responsibilities include registering guests, making and modifying reservations, but may be required to assist with hotel operator and/or concierge duties.
  • Possess knowledge of all hotel features, services, hours of operation, room numbers and types, room layout, decor, room rates, packages/promotions, daily house count and room availability status with expected arrivals and departures, scheduled in-house activities and their locations and times.
  • Acknowledge all guests, anticipate needs, and always respond promptly to maintain positive guest relations at all times.
  • Process guest check-in by confirming reservations and review all noted information. Guest(s) without reservations can be sold and agreed on room type. Register guest in OPERA, generate registration card and verify registration with guest; obtain information for credit/payment, collect cash if designated; assign guest room; and advise guest of any messages, mail, faxes, etc. received for them.
  • Maintain guest history files.
  • Set-up accurate accounts for each guest with accordance to their requirements, i.e., separate room/tax/incidentals/comps.
  • File registration cards and vouchers by room number.
  • Assist and process overbooked or "walked" guests.
  • Assist and provide room change accommodations.
  • Document all guest requests, complaints, or problems.
  • Resolve guest complaints to ensure guest satisfaction.
  • Maintain organized and clean work area with necessary supplies.
  • Responsible for assigned bank and ensure accuracy of contracted monies; keep bank secure at all times.
  • Communicate with prior shift's Front Desk Agent to review all follow-up items.
  • Answer department telephone within property guidelines as to number of rings, correct greeting and proper etiquette.
  • Process end of day reports.
Knowledge, Skills, and Attributes
  • Must be able to sustain composure, remain calm and possess a positive attitude.
  • Must be energetic and outgoing.
  • Must be service oriented with excellent customer service skills.
  • Must be able to follow directions with focus to detail, speed, and accuracy.
  • Must be a team player with the ability to work under minimal supervision.
  • Must be able to multi-task in a fast paced work environment.
  • Must possess excellent interpersonal and organizational skills.
  • Must have basic knowledge of arithmetic.
  • Must have the ability to input data and access information on the computer.
  • Must have working knowledge of Microsoft Office and previous experience with a hotel management system; OPERA preferred.
  • Must be able to read, write and understand the English language.
  • Must be able to exercise confidentiality and discretion.
  • Must be able to effectively communicate.


Qualifications

Education: High School Diploma or equivalent GED certificate preferred. Preferred technical diploma from a trade college.

Experience: Strong technical skills with preferably three years of years of hotel experience.

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