Night Auditor Weekend Night Auditor

3 weeks ago


London, Canada TownePlace Suites London Ontario Full time

Job description

**POSITION TITLE**:
Weekend Front Desk Agent/Night Auditor

This position will be every weekend Friday and Saturday, hours will be from

11PM till 7AM.

**DEPARTMENT**:
Front Office

**REPORTS TO**:
Guest Services Supervisor

**LOCATION**:
TownePlace Suites by Marriott London Ontario

**ABOUT PALM HOLDINGS**

**Palm Holdings** is an award-winning, family-owned group of hotel companies, for three generations. Our expertise in hotel and restaurant development, construction, management, and commercial real estate has enabled us to own and manage hotels across the globe with properties in the United Kingdom, Canada, and the United States.

Working with leading brands such as Marriott, IHG, and Radisson the group our organization has rapidly expanded in recent years, and we aim to maintain an aggressive growth plan to add more hotels to our diverse portfolio.

As we continue to grow and expand, our commitment is to provide exceptional service to our customers and value to our partners with creative, innovative, and sustainable solutions. We are proud of our heritage and our humble beginnings and are constantly looking for ways to improve our properties and inspire our people.

Palm Holdings has more than 1000employees and manages 15+ properties worldwide. Our head office is in Toronto, Canada with offices throughout North America and Europe, and can be sure to offer you the opportunity to find the hospitality career that is right for you.

We are dedicated to exceeding expectations and going above and beyond the status quo to provide consistently exceptional results. We love what we do, and it shows.
POSITION PURPOSE

The **Front Desk Agent/Night Auditor** will assist with welcoming guests to the hotel, check guests into their room as well as streamline various inquiries, risks and other matters that arise. The Front Desk Agent is responsible for receiving payments and balancing cash at end of a shift. As a Front Desk Agent, you will be well-versed with the property layout, briefed on special offers (when applicable), restaurant/F&B options and other amenities. A successful Front Desk Agent/Night Auditor is hospitable by nature, pro-active, capable multi-tasker as well as level-headed, professional in demanding and fast paced environments.

ESSENTIAL FUNCTIONS
- Books guest reservations and/or coordinates with reservation center
- Registers guests into the hotel in a prompt and courteous manner using up-selling techniques to maximize room rates; prepares for group check-ins, check-outs, and VIP arrivals. Greets, registers, and assigns rooms to guests
- Upgrade guests to help increase revenue stream and elevate guest experience
- Responsible for knowing any updates regarding hours of operation, reservation restrictions and matters that will result in change of workflow by communicating with all departments daily.
- Handle all accounting related inquiries: sending folios, fielding disputes, billing, receipts, refund requests)
- Promotes hotel services, facilities, and outlets and becomes informed and knowledgeable of upcoming events/ functions in the hotel and in the surrounding area.
- Answers guests’ questions about the property and amenities and is able to refer and direct guests to area attractions and outlets. Arranges for the appropriate transportation of guests to and from the hotel when necessary.
- Uses creative reasoning to overcome guest objections and concerns and to ensure 100% satisfaction.
- Resolves minor guest complaints in a friendly manner to the satisfaction of the customer; informs supervisor of major problems, complaints, disturbances or unhappy guests. Follows up to ensure guest satisfaction.
- Completes daily paperwork to include cashing out, documenting all adjustments, miscellaneous postings, paid-outs, charges, and check-outs.
- Handles departmental accounting of monies, receipts, guest accounts and other forms of credit; posts all charges; completes cashier’s report, prepares deposit and counts cashier bank.
- Provides a professional image at all times through appearance and dress.
- Team player with general phone etiquette and participate in Daily Shift briefings
- Follows company policies and procedures.
- Perform the night audit to balance the hotel at the end of the evening.
- Will require to do overnight shifts.

**QUALIFICATIONS**
- Friendly
- Service-oriented
- Punctual
- Reliable
- Confident
- Hardworking
- Hospitable
- Flexible in duties assigned
- A multi-tasker
- A problem-solver
- Detail-oriented
- Able to work independently and without supervision
- Able to communicate effectively and patiently with international guests (multi-language fluency a major plus)
- Knowledgeable of local neighborhood events, restaurants, bars, attractions, sites, and transportation
- Computer literate and able to learn front desk programs
- High school graduate: some college or college degree preferred
- Premium rate per hour, one dollar increase for overnight shifts

**Why


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