Night Auditor/guest Service Agent

**JOB OVERVIEW**:
Responsible for the auditing of all charges and postings, correcting work as required. The Night Auditor reconciles daily activity and closes all accounts in preparation for the new day. All information will be processed and formatted into daily reports and distributed as the Morning Reports. Check-in/check-out hotel guests courteously and efficiently: process all payments according to hotel requirements. Provide information and assistance to guests and visitors.

**REPORTS TO**:General Manager

**WORK ENVIRONMENT**:
Front Desk area

Job involves working:

- Under variable temperature conditions
- Under variable noise levels.
- Around dust and/or mite hazards.
- Around chemicals.

**KEY RELATIONSHIPS**:
Internal: Controller, Front Desk staff, Housekeeping, Restaurants, Engineering, Security, Sales & Catering, Executive Offices.

External: Hotel guests/visitors, Tour company representatives, Limousine service personnel and other hotels.

QUALIFICATIONS

Essential:

- High school graduate or equivalent vocational training certificate.
- Fluency in English both verbal and non-verbal.
- Provide legible communication and directions.
- Compute basic arithmetic.
- Willing to perform job functions with attention to detail, speed, and accuracy.
- Ability to prioritize and organize tasks.
- Ability to think clearly, can remain calm, and solve problems using good judgment.
- Ability to follow specific directions thoroughly.
- Desire to understand guests’ service needs.
- Ability to work cohesively with co-workers as part of a team.
- Ability to work with mínimal supervision.
- Ability to maintain confidentiality of guest information and pertinent hotel data.

Desirable:

- Previous Night Audit experience
- Previous Front Desk experience.
- Experience with computers, calculators or word processors.
- Ability to input and access information in the property management system/point of sale system/computers.
- Certification of previous training in computers.
- Previous guest relations training
- Fluency in a second language, preferably French.
- Certification in CPR.

PHYSICAL ABILITIES

Essential:

- Exert physical effort in transporting 5 to 30 lbs.
- Endure various physical movements throughout the work areas.
- Remain in stationary position for throughout work shift.
- Satisfactorily communicate with guests, management and co-workers to their understanding.
- Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
- Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
- Anticipate guests’ needs, respond promptly, and acknowledge all guests, however busy and whatever time of day.
- Maintain positive guest relations at all times.
- Resolve guest complaints, ensuring guest satisfaction.
- Maintain complete knowledge of:

- All hotel features/services, hours of operation.
- All room types, numbers, layout, décor, appointments, and location.
- All room rates, special packages, and promotions.
- Daily house count and expected arrivals/departures.
- Room availability status for any given day.
- Scheduled daily group activities.
- Monitor and maintain cleanliness, sanitation, and organization of assigned work areas.
- Read the log book daily and record all pertinent information in the log book.
- Process adjustments, rebates, paid outs, and credits as required.
- Operate Property Management System (PMS) and maintain security of system.
- Verifies and makes corrections to the Room Rate Report.
- Reconcile telephone calls and miscellaneous accounts.
- Backup computer system files.
- Audit Rooms Cashier’s work and correct discrepancies.
- Audit all miscellaneous charges.
- Verifies package postings on house accounts.
- Input all sales figures into the Property Management System (PMS) and balance all accounts.
- Run Room & Tax verifying that all room rates posted.
- Verify Cashier’s Report to drop log and paperwork.
- Record room statistics.
- Run end of day program and close day.
- Check that interfaces are up and running.
- Run daily Flash Reports and distribute accordingly.
- Run morning reports and backup reports and distribute accordingly.
- Sign out and brief relief.
- Review Night Audit checklist and verify that all work has been completed.
- Restock all printers.
- Review status of assignments and any follow-up action with on-coming Manager.

**SECONDARY JOB FUNCTIONS**
- As instructed by Manager

**Job Types**: Full-time, Part-time
Part-time hours: 24 per week

**Benefits**:

- Company events
- Dental care
- Employee assistance program
- Extended health care
- On-site parking
- Vision care
- Wellness program

Schedule:

- 8 hour shift
- Night shift

**Experience**:

- Front Desk: 1 year (preferred)

Work Location: One location