Night Auditor

Our philosophy is “to be great you need to have great people”.Accordingly, we are always searching for “great people”. If you thrive in a dynamic, entrepreneurial workplace we would be very interested in hearing from you.
Appendix B
**Job Description**:
Night Auditor
**Job Title**: Night Auditor
**Department**: Guest Services
**Reports To**: Guest Service Manager
Summary
The Night Auditor will be responsible for balancing and closing the day’s business in an accurate and timely manner, preparing the hotel for the next day’s operation. Excellent Guest Service/Front Desk operations and exemplary guest satisfaction are key to this role. The moment the guest steps into our hotel, they walk into a genuinely memorable experience. Guests and your team will rely on you to handle transactions, offer local insights and anticipate every detail of a comfortable and memorable experience. The Night Auditor can be the first and last opportunity for our team to provide a warm atmosphere that makes our guests feel at home.
**Positioning Statement**:
The Night Auditor professionally represents the hotel through the creation of a value based workplace environment where team mates and guests are treated in a fair, respectful and honorable manner.
**Essential Day to Day Duties & Responsibilities**:

- Be the warm welcome that kicks off a memorable guest experience.
- Balances all transactions from the day including, credit cards, debit cards, cash payments and journal postings.
- Acknowledges returning guests in person or on the phone.
- Takes and manages guest bookings, up-selling opportunities and assisting guests in ways to improve their stay.
- Starts every stay right by swiftly checking guests in and out while following company policies such as checking IDs, providing room keys and any other requirements for the processes as outlined by your department leaders.
- Stays one step ahead of guest’s needs including and not limited to recording and acting on their preferences, handling their messages, requests, questions and concerns.
- Ensures that guest privacy, message procedure, package delivery and instructions for guest wake up service are well understood and procedures followed completely.
- Answers calls with a warm welcome and swiftly transfer them to the appropriate contact or assists them with their needs.
- Maintains a calm and welcoming demeanor while multitasking to handle guest interactions at the same time as in coming calls and daily tasks.
- Listen respectfully when guests have complaints. Empathize and work with the guest in an efficient manner to come to a resolution or loop in a manager if necessary to ensure the guest has a satisfactory resolution to their complaint.
- Be a trusted contact for all guests. Helps them with anything from billing issues to local knowledge and loop in management when necessary.
- Coordinates room status updates with the housekeeping department by notifying housekeeping of all check-outs, late check-outs, early check-ins and special requests.
- Thoroughly understands and adheres to proper credit and cash-handling policies and procedures.
- Reconciles all accounts in a timely manner.
- Stay safe at all times. Following our safety procedures, you will report all incidents and put safety first for yourself, your team mates and our guests.
- In consideration of safety follow all privacy protocols in regards to guest information and access to the guest and/or guest room.
- Reports any unusual occurrences or requests to the manager or assistant manager.
- Takes pride in your appearance and position as a hotel ambassador. Follows all department uniform and grooming requirements.
- Always knows what events and activities are on the day’s schedule in the hotel and neighbourhood.
- Jumps into other ad-hoc duties when your colleagues need your assistance.
- Communicate effectively and efficiently with all departments in the hotel to work together to deliver the most memorable experience to the guest.
- Adheres to all brand and company standards, policies and procedures.
- Other projects or duties as assigned.

**Contacts**: (KEY individuals the Night Auditor regularly communicates with, frequency of contact and purpose of that contact)
Title Contact Frequency (e.g. 1x/wk) Purpose
General Manager Daily pleasantries as well as when needed in the absence of the appropriate direct report interaction.
Direct Report Daily Discuss issues and find solutions, promote harmony, and team spirit.
Team Mates Minimum 2x/day To be visible and accessible to all team members.
Hotel Guests Often To connect with guests on a regular basis.
**Knowledge/Skills/Abilities/**:

- Enthusiastic, attentive and approachable.
- Acts with a sense of commitment and integrity, lives with honor, desires success, strives for excellence, and is not to afraid of opportunities.
- Strong interpersonal and relationship building skills.
- Great sense of confidence and self worth.
- Effective communicator (written and oral).
- Focus