Guest Services Night Auditor

SUMMARY: A Night Auditors is the front line of front desk operations attending to all guest assistance, check-ins, check-outs, and occasionally parking lot support. Night Auditors are also responsible for ensuring documentation such as registration cards are provided to and completed by their guests and address any balances owed for services or goods. Night Auditors also review room, package, and fee revenue to ensure totals are accurate for the business day. Adjustments may be required in either or both the merchant processor and property management systems.

ESSENTIAL DUTIES AND RESPONSIBILITIES:  This list of duties and responsibilities is not all inclusive and may be expanded to include other duties and responsibilities as management may deem necessary from time to time. 

• Guest Assistance by phone or in-person
• Check-ins
• Check-outs
• Payment collection
• Distribution of service calls to internal support departments as reported
• Sell add-on services or goods to guests
• Initial Service Recovery efforts as part of complaint resolution
• PBX operation
• Stocking supplies
• Cleaning work area
• Checking credit card transaction balances in the property management system and comparing those numbers to the merchant processor for accuracy
• Correcting transaction errors that have occurred within either the property management system or merchant processor

LANGUAGE SKILLS: (Level 3) Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.  Ability to write routine reports and correspondence.  Ability to speak effectively before groups of customers or employees of organization.

MATHEMATICAL SKILLS: (Level 2) Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.  Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

REASONING ABILITY: (Level 2) Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions.  Ability to deal with problems involving a few concrete variables in standardized situations.

QUALIFICATIONS:

• Ability to act independently with little supervision
• Skilled in problem solving and staff training
• Requires the ability to operate various office equipment to include a computer, word processing, spreadsheets, voice mail, copier, fax and calculator
• Requires a good understanding of company policies and procedures
• Working knowledge of resort amenities, room designs, and general golf knowledge
• Ability to handle stressful situations
• Good attendance and punctual
• Exhibits professionalism
• Exhibits good grooming habits
• Wears the proper uniform
• Works efficiently
• Follows all resort and office policies and standard operating procedures
• Conducts themselves in a professional manner with a positive attitude

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Activities:

• While performing the duties of this job, the employee is required to:
  • Frequently stand, walk, use hands to finger, hander and/or feel, reach with hands and/or arms, talk and/or hear
  • Occasionally sit

Lifting Activities:

• While performing the duties of this job, the employee is required to:
  • Occasionally lift up to 25 pounds

Vision Requirements: Close vision

WORK ENVIRONMENT:

Noise Levels: Moderate