Night Audit Supervisor

7 months ago

Toronto, Canada Sonesta Full time

**Job Description Summary**

Oversee the hotel operations for the day or night shift to ensure guest service standards are met and that hotel assets are secured and protected.
- Manage day or night operations of the hotel. Conduct periodic walk-through of each department. Tour public areas and grounds to ensure the appearance of such areas reflects highly on the hotel, brand, and Company. Correct any deficiencies.
- Manage aspects of hotel security functions.
- Monitor performance of employees scheduled during shift and recommend and/or initiate disciplinary actions in accordance with company rules and policies. Report serious issues to respective management for follow-up.
- Oversee the front desk and night audit functions in accordance with established procedures; ensure guests receive prompt, professional attention and are greeted upon arrival, and that the audit function and reports are completed on time. Communicate to staff any VIP, Priority Club, or special needs or requests and follow up on execution.
- Resolve all guest complaints in a prompt and professional manner and in accordance with established service recovery guidelines to ensure guest satisfaction and repeat business.
- Coordinate employee and guest evacuation/notification in the event of an emergency.
- Assist in educating employees on current safety issues to ensure compliance with all health and safety regulations. Inform management of hazardous situations, emergencies, or threats to the security of guests, employees, or hotel assets.
- Ensure procedures are followed for security of monies, credit and financial transactions, and guest security.
- Throughout shift conduct routine inspections of the front office and public areas to ensure the appearance of such areas reflects highly on the hotel, brand, and Company. Correct any deficiencies.
- Document and record all incidents involving guests or employees, or other relevant events, on the appropriate reports, e.g., Manager on Duty Report. Report any injuries to Loss Prevention in accordance with policies and procedures.
- Promote teamwork and quality service through daily communication and coordination with other shifts and departmental management.
- Interact with outside contacts:

- Guests - to ensure their total satisfaction.
- Regulatory agencies, law enforcement or local government authorities - regarding safety and compliance matters
- Other contacts as needed (Professional organizations, community groups, local media)
- May serve as “manager on duty” as required.
- Perform other duties as assigned.

**Accountability**

Represents the hotel’s management in judgment and decision making while typically in charge of hotel operations in the absence of General Manager and/or other management staff.

**Qualifications and Requirements**

Some college and three years guest service/hotel experience, or an equivalent combination of education and/or experience. Must have full knowledge of the guest service/night function and some supervisory training/experience preferred. Must speak fluent English. Other languages preferred.
- Must have Valid Driver’s License

This job requires ability to perform the following:

- Carrying or lifting items weighing up to 25 pounds
- Frequently standing up and moving about the hotel
- Frequently handling objects and equipment
- Frequently bending, stooping, and kneeling

**Other**:

- Communication skills are utilized a significant amount of time when interacting with others; demonstrated ability to interact with guests, employees and third parties that reflects highly on the hotel, the brand and the Company.
- Reading and writing abilities are utilized often when completing paperwork and shift reports, and giving and receiving instructions.
- Mathematical skills, including basic math, budgeting, profit/loss concepts, percentages, and variances are utilized frequently.
- Problem solving, reasoning, motivating, organizational and training abilities are used often.
- Ability to travel to attend workshops, conferences, etc.
- Required to work nights and may work weekends, and/or holidays.

**Health and Safety**

Because safety is a management responsibility, department manager are held directly accountable for safe work practices and control of physical hazards in their areas.

**Duties and Responsibilities**
- Deliver on the promise of Sonesta Service in all interactions with guests and clients. Manage according to the Sonesta G.U.E.S.T. standards and instill a passion for customer service in all associates of the hotel.
- Ensures a safe and tranquil environment for guests and employees.
- Assist guests and colleagues on all security and safety related enquiries.
- Establish and enforce all safety policies and procedures. Ensure that an employee complies with OHSA and its regulations. Correct any employee who is observed breaking a safety rule. Any employee who continues to violate safety rules should be disciplined immediately.
- Detect and eliminate, or

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