Night Auditor Jobs

Reports To

Front Office Manager, Assistant Front Office Manager

Position Summary

The Overnight Auditor is responsible for providing attentive, courteous, and efficient service to all guests during check in, throughout their stay, and at check out, while maximizing room revenue and occupancy. We are the first and last impression for the hotel; our main function is to register all guests into their rooms ensuring complete satisfaction with their accommodations. Also, we check them out of their room making sure their billing is accurate. Overnight Auditor is also responsible for completing the Night Audit. This position requires consistent adherence to policies and procedures of the department as outlined in the Biltmore Standard Operating Procedures (BSOP’S).

Responsibilities

• Proactively gather guest profile information.
• Ensure open communication with the guest service staff to communicate guest requests such as luggage requests for check in and check outs.
• Obtain Credit Card from guests and swipe into the computer system.
• Respond to reservation inquiries, take reservations, change, cancel reservations when needed, and assessing the no-show and cancellation fees when necessary.
• Follow and complete the shift checklists.
• Protect privacy of guests and co-workers at all times.
• Relay all guest comments and concerns to the FOM/AFOM to ensure proper follow up.
• Run a credit limit report for all in-house guests and obtain additional credit when needed.
• Present positive impression of establishment meeting grooming standards, keeping an optimistic and positive attitude at all times.
• Process and handle guest calls and outside calls.
• Act on guest profile information to completely delight our guests.
• Have knowledge of all groups and events in-house including billing arrangements.
• Ensure that all signatures and initials are completed on the guest registration card.
• Have knowledge of room locations, room types, locations and descriptions of all of our outlets.
• Operate simple office equipment, keeping it in working order, if not in working order, notify manager and Systems department.
• Investigate and dissolve disputed charges on guest’s accounts.
• Keep Front Desk with sufficient stock of materials and supplies.
• Provide seamless check-in and checkout experiences for our guests using the LQA standards.
• Possess a basic understanding of accounting.
• Be attentive and ready during Pass-On shift meetings and ready to take responsibility and ownership of issues presented.
• Handle and maintain a $500 bank to provide change to guests and exchange Foreign Currency.
• Provide the guests upon their request with an updated and correct folio of their guest account.
• Handle guest comments and concerns in a timely and appropriate manor.

Experience and Education Required

• Experience
• Education High School Diploma required.

Minimum one year experience in a similar guest service position.

Skills Required

• Must be able to:
  • Speak, read, write and understand the English language.
  • Compute accurate mathematical calculations.
  • Provide legible communication and directions.
  • Perform job functions with attention to detail, speed and accuracy.
  • Prioritize and organize.
  • Think clearly, remaining calm and resolving problems using good judgment.
  • Follow directions thoroughly.
  • Understand guest’s service needs.
  • Work cohesively with co-workers as part of a team.
  • Work with minimal supervision.
  • Maintain confidentiality of guest information and pertinent resort data.
  • Use a computer keyboard and possess basic typing skills.
  • Possess moderate to advanced computer skills.
  • Work in a dynamic and constantly changing environment.
  • Adept to multitasking.
  
  
• Possess moderate to advanced computer skills.
• Follow directions thoroughly.
• Provide legible communication and directions.
• Understand guest’s service needs.
• Perform job functions with attention to detail, speed and accuracy.
• Maintain confidentiality of guest information and pertinent resort data.
• Think clearly, remaining calm and resolving problems using good judgment.
• Adept to multitasking.
• Speak, read, write and understand the English language.
• Work in a dynamic and constantly changing environment.
• Prioritize and organize.
• Work with minimal supervision.
• Compute accurate mathematical calculations.
• Use a computer keyboard and possess basic typing skills.
• Work cohesively with co-workers as part of a team.

Success Criteria

• Resourceful, makes things happen and looks for ways to work more efficiently
• Delivers their Best
  • Has energy and sense of urgency for his/her work
  • Resourceful, makes things happen and looks for ways to work more efficiently
  • Always looks their best and acts appropriately (e.g. approaching guests, body language, and eye contact)
• Has a positive influence on others in the team and clearly enjoys working with people
• Guest Focused
  • Anticipates guests’ needs and is sensitive to people from all cultures
  • Has a natural, warm smile and a friendly and passionate approach
  • Demonstrates confident, helpful and genuine behavior with internal and external guests
• Excellent records of attendance and punctuality
• Always looks their best and acts appropriately (e.g. approaching guests, body language, and eye contact)
• Able to stay calm under pressure
• Composed
  • Able to stay calm under pressure
  • Demonstrates maturity and ability to cope with the unexpected
  • Never lets personal feelings interfere with delivering the highest standards
• Has energy and sense of urgency for his/her work
• Has a natural, warm smile and a friendly and passionate approach
• Demonstrates maturity and ability to cope with the unexpected
• Trustworthy and responsible
  • Excellent records of attendance and punctuality
• Demonstrates confident, helpful and genuine behavior with internal and external guests
• Team Player
  • Demonstrates co-operation within the team and with other departments
  • Listens carefully and works well with others
  • Has a positive influence on others in the team and clearly enjoys working with people
• Never lets personal feelings interfere with delivering the highest standards
• Listens carefully and works well with others
• Anticipates guests’ needs and is sensitive to people from all cultures
• Demonstrates co-operation within the team and with other departments

• Demonstrates a high level of personal integrity, honesty and trust
• Is reliable and demonstrates the ability to work without supervision
• • Is reliable and demonstrates the ability to work without supervision
  • Demonstrates a high level of personal integrity, honesty and trust
  
  

Licenses or Certifications

• N/A

Standard Specifications

Requirements are representative of minimum levels of knowledge, skills and/or abilities. To perform this job successfully, the incumbent will possess the abilities or aptitudes to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves, other employees or guests.

A review of this description has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties. All duties and requirements are essential job functions.

This job description is not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform from time to time. This job description reflects the job content at the time of writing and will be subject to periodic change in light of changing operational and environmental requirements. Such changes will be discussed with the job holder and the job description amended accordingly. This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their supervisor.

Due to the nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel which may include overtime, weekends and holidays. The employee will carry out any other duties as are within the scope, spirit and purpose of the job as requested by the line manager or Head of Department/Division.

The employee will actively follow The Biltmore Hotel policies including Equal Opportunities policies and will maintain an awareness and observation of Fire and Health & Safety Regulations.

This document does not create an employment contract, implied or otherwise, other than an "at will" employment relationship.

Grooming

All employees must maintain a neat, clean and well-groomed appearance per Biltmore Hotel standards.