Job Description

POSITION SUMMARY

This role is responsible for the preparation, completion and electronic transmission of all end of day reports, night audit checklist work and other reporting necessary to roll the property into a new business day along with the Guest Service Representative functions of the third shift. This position is equally responsible for providing attentive, courteous, and efficient service to all guests throughout their stay, ensuring every guest has a positive impression and excellent stay. The Night Auditor is expected to actively develop superior service skills in dealing with clients, guest, and co-workers.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

• Ensure highest level of guest satisfaction by offering attentive service to every guest and associate; greet guest immediately with a friendly and sincere welcome.
• Listen carefully to understand all guest requests, respond with appropriate action and provide accurate information. Resolve any problems or issues quickly, efficiently and courteously.
• Recognize and reward brand members according to brand standards.
• Anticipate potential issues and problems and engage proactively to avoid them utilizing Service Recovery items as necessary.
• Ensure guest, room and group event information gathered and data entered is accurate, up to date and properly communicated.
• Support an organized and comprehensive filing system by documenting on purchases, reports and tracking logs.
• Maintains, monitors and prepares guest/group requirements keeping information up to date and relays information as needed.
• Deliver sales and upsell opportunities for all products and services.
• Maintain proper key management system.
• Prepare list of expected arrivals, assist in preregistration activities and process advanced reservations.
• Create and maintain reservation records and prepare letters of confirmation and promptly process any cancellations and modifications.
• Properly and accurately follows all cash-handling, check and credit processes and policies
• Verify credit card and required guest information.
• Proficiently operate and enter data into all Front Office computer systems including property management, catering, Microsoft Office, Hilton branded or similar systems.

• Remain up-to-date and familiar with procedures, brand activities at the property, local attractions, current events, directions and other information on the local area in order to provide accurate information at the Front Desk.

• Performs pool monitoring as needed/required by state.
• Ensures all areas of lobby, front desk and entrances are properly sanitized according to brand.
• Step in for other staff as directed/needed or other duties as assigned.
• Attend staff meetings as needed.

• All other duties as assigned.

SUPERVISORY RESPONSIBILITIES

No direct supervisory responsibilities.

JOB REQUIREMENTS

• Perform end-of-day financial reconciliation, including verifying and balancing daily transactions.
• Process guest check-ins and check-outs during overnight hours.
• Handle reservations, cancellations, and modifications accurately.
• Respond to guest inquiries, requests, and complaints promptly and professionally.
• Prepare and distribute daily financial and operational reports for management.
• Monitor hotel security, ensuring the safety of guests and staff during the night shift.
• Audit and verify room charges, taxes, and other hotel revenues.
• Operate the front desk and perform clerical tasks, such as answering phones and organizing records.
• Ensure compliance with hotel policies and financial regulations.
• Assist in resolving discrepancies in accounting and guest billing.
• Must be able to handle a crisis in a calm, effective manner. This includes upset guests, fire, tornado, armed robbery and assault, bomb threats and accidents.

EDUCATION and/or EXPERIENCE

High School education or GED required to accomplish the essential functions of this job; must be computer proficient and familiar with office equipment.

COMPANY VALUES

• Do the Right Thing. Act Ethically. We are responsible for our words, our actions and our results.
• Build Relationships for Life. At Work. At Home. In the Community.
• Solve It. Deliver results through innovation, creative thinking, and problem solving.
• Have Fun. Perform at Your Best. Celebrate Successes.

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