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Position: Night Audit
Reports to: Assistant GM
Job Brief:
The reception desk is a first impression of any organization and is very important a guest will judge a hotel by how the front desk operates. This is especially true of the hospitality industry where the first impression is definitely the lasting impression. People in position are required to be professional, hands-on and very pleasant, even in the event of adversity. They greet guests and provide registration information, create reservations and provide ongoing guest service throughout the guest's stay. As the night auditor you will process End of Day in a timely and accurate manner. A background in accounting will be an asset
Responsibilities
Greet guests as they arrive insuring the 5-10 rule is followed
Manage the registration process with accuracy and efficiency
Ask for identification and ensure that the provided credentials are accurate
Handle guest check-ins and check-outs appropriately
Operate hotel switchboard, take calls and provide information and transfer calls
Manage accurate accounting of all rooms
Provide guests with room keys
Take reservations over the telephone, through emails and in person
Answer queries regarding the hotels services, charges, dining facilities and travel directions
Refer guests to appropriate departments to resolve complaints or provide suggestions
Compute bills and take payment
Provide guests with directions around the hotel
Contact housekeeping and maintenance departments when a problem is reported
Explain appropriate use of keys and ensure guests are satisfied with the rooms allotted to them
Have a very strong knowledge of Marriott Rewards and promote the program to our guests.
Balance cash at the end of the shift and generate accounting reports for the benefit of the next shift.
Complete other duties as assigned
Essential Skills
- Reading text
- Document use
- Numeracy
- Writing
- Oral communication
- Working with others
- Problem solving
- Decision making
- Critical thinking
- Job task planning and organizing
- Finding information
- Computer use
- Continuous learning
Specific Skills
- Take, cancel and change room reservations
- Supervise other front desk staff
- Store and retrieve luggage
- Secure guests' valuables
- Register arriving guests and assign rooms
- Provide information on hotel facilities and services
- Process group arrivals and departures
- Process guests' departures, calculate charges and receive payments
- Process telephone calls
- Process wake-up calls
- Maintain occupancy statistics
- Investigate and resolve complaints and claims
- Balance cash and complete balance sheets, cash reports and related forms
- Arrange services required for guests with special needs
- Work with minimal supervision
- Customer service oriented
- Keyboarding
- Clerical duties (i.e. faxing, filing, photocopying)
- Provide general information about points of interest in the area
- Provide information about services available in the community
- Follow emergency and safety procedures
Work Setting
- Hotel
Work Location Information
- Urban area
Type of Bookkeeping and Accounting
- Basic accounting
Business Equipment and Computer Applications
- Spreadsheet software
- Computerized bookkeeping systems
- Computerized reservation system
- Basic computer skills (will train)
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