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Night Auditor Hilton Garden Inn - Part-Time

Company: Pinnacle Hospitality
Location: Spartanburg
Posted on: June 7, 2021

Job Description:

Prior Hotel Guest Service or Night Auditor experience strongly desired; brand training preferred.

Our Service Standards

Greet All Guests

Use the Guests Name

Thank our Guests

Take Pride in your Appearance

Have Pride in your Surroundings

Maintain a "Service Posture"

Be Knowledgeable about the property

Own the Situation

Use Proper Phone Etiquette

Anticipate Guests Needs

Escort the Guest

Always be RESPECTFUL to guests and team members

Primary Objective of Position

To increase guest satisfaction by providing efficient and courteous customer service in accordance with the standards of the hotel; brand and Pinnacle Hospitality. Understands and implements Pinnacle Hospitality's Pledge, Values, and culture at all time

Responds in a professional and courteous manner to arriving, departing and in-house guests by providing accurate and timely information and services. Responds to telephone and in-person inquiries regarding reservations, hotel information and guest concerns.

To accurately compute the daily income of the hotel by verifying that all guest accounts are correct and in balance by the following morning.

Job Requirements

This is an excellent opportunity for highly motivated team members who want to join an innovative, creative and work for a growing company. The ideal candidate will have demonstrated the ability to drive customer service satisfaction, maximize room revenue and occupancy, exhibit good customer service skills and provide an environment where team members can achieve high customer service scores.

Education

Must have high school graduate level mathematical aptitude; know standard cash handling procedures and knowledge of computerized cash register systems.
Must have past experience in dealing directly with the public and acquired a general knowledge of basic customer service skills. Must be fluent in oral and written English.
High School diploma or equivalent

Experience

Prior Guest Service/night auditor experience in similar hotel/brand is preferred Brand experience is recommended Special consideration will be given to those who exhibit exemplary performance.
Valid driver's license

Technological Proficiency

Prior knowledge of hotel PMS and POS essential Working knowledge Microsoft Office package is preferred Competency in email and electronic communication is preferred

Skills Sets

Communication Skills & Techniques Personal Productivity Time management skills and techniques Inter-personal effectiveness Personal effectiveness Personal control Communicate customer feedback in a timely and accurate manner

Physical Requirements

Must be able to work well in stressful, high-pressure situations including the ability to handle guest complaints and disputes and resolve them to satisfactory results.
Must maintain composure and objectivity under pressure Must be effective in handling problems in the workplace, including anticipating, preventing, identifying, "owning" and solving problems as necessary.
Must be effective at listening to, understanding and clarifying concerns and issues raised by associates and guests.
Approach all encounters with guests and associates in a friendly, service-oriented manner.
Comply and encourage safe and efficient hotel operations.
Maintain a friendly and warm demeanor at all times.
Have knowledge and understanding of all department policies and procedures.
Maintain strong working relationships with other team members Long hours are sometimes required.
Medium work- exertion up to 30 pounds of force occasionally, and/or 20 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects Ability to stand for long hours at a time.
The team member will be crossed trained in breakfast service and night audit functions and may be scheduled to perform these functions.
Greets and completes established check-in procedures for arriving guests on a daily basis, using both manual and computerized methods, in order to ensure guest are satisfied and in rooms as requested.
Facilitates guest departure (check-out) on a daily basis by following established manual and computer procedures in order to close guest accounts and open the room for the next sell.
Regularly calculates and/or posts monies, receipts, guest accounts and other forms of credit using accurate, proper cash handling methods and established procedures in order to present the customer with timely and precise hotel charges upon check-out and maintain accurate hotel records.
Courteously answers inquiries and accepts reservations, both in person and by telephone, by accurately communicating hotel rates and information and by using suggestive selling techniques to sell room nights, Increase occupancy and revenue.
Maintains good customer relations by keeping abreast of all in-house and area functions in order to answer questions and concerns with timely and knowledgeable responses, in person and on the telephone.
Operates the PBX equipment by accepting incoming calls, assisting outgoing calls, scheduling and setting wake-up calls and paging guests to provide guests with timely and efficient service.
Controls cash transactions at the front desk and maintains complete responsibility for personal bank as specified by hotel and bank agreement policy.
Maintains a friendly, cheerful and courteous demeanor at all times.
Performs other duties as assigned, requested or deemed necessary by management.
Night Auditor is responsible for posting and balancing charges and settlements for room, restaurant and bar daily work; maintaining files; and resetting the systems for the next day's operations. This position requires basic knowledge of accounting operations, mathematical skills, and computing skills.
Audit, balance, and report on the various areas of the hotel (e.g. food & beverage outlets, rooms/front desk, gift shop, etc.) to provide accurate, timely information and to ensure company and hotel policies and procedures are followed and to prevent fraud.

ESSENTIAL FUNCTIONS:

Audit, balance and report on all food and beverage outlets' (e.g. restaurants, lounges, banquets, room service) cash and credit operations to include but not limited to checks, over/short figures/tally sheets, deposits, counts, house charges, promotional materials, postings, etc. and reset all registers to ensure accurate, timely information.
Audit, balance, post, and report on the front desk to include but not limited to; room charges, phone calls, zero balance folios, corrections, adjustments, taxes, disputed charges, over/short figures, deposits, etc. to ensure accuracy and verify proper cash handling procedures are followed.
Audit, balance, and prepare, verify and report on Room information to provide rooms management with a picture of how they are performing.
Prepare and input statistics and income journal sheets for preparation of daily reports.
Balance and close all bank ticket codes, daily.
Run night audit final after ensuring all revenues are in balance nightly.
Perform the duties of a Front Desk Clerk including express checkouts.
This is a Full-Time position 30-40hrs overnight shift.

Mental Requirements

Must be able to convey information and ideas clearly Must be able to evaluate and select among alternative courses of action quickly and accurately Must be effective at listening to, understanding and clarifying concerns and issues raised by associates and guests.

Skills and Qualities

Strong oral and skills.
Attention to detail.
Customer skills Problem-solving skills Cultural sensitivity

Working Conditions

Will be required to work nights, weekends and holidays.
Will be required to work in a fast-paced environment.
Long hours are sometimes required.
Required to work 5-night shifts per week, including weekends

Physical/Cognitive Activities

This description of physical and mental activities is not intended to describe essential job functions. Rather, its purpose is to give the job applicant a feel for the physical and mental activities of the job to the end that an applicant with a disability can determine whether he or she will be able to do this job either with or without accommodations.

A significant portion of time will be spent listening and speaking to guests and team members. Strong problem-solving skills will be used. This person will need to have strong speaking, reading and writing skills to ensure effective communication throughout the shift.

For effective communication and information exchange, this person also must utilize a computer. This is usually done while sitting down and typing.

Major Areas of Responsibility

Meets and exceeds guests and team member expectations by providing service and teamwork

Provides value added service to guests by doing whatever reasonable and possible to meet or exceed guests' expectations Communicates effectively with guests, co-workers, and supervisors Demonstrates teamwork by cooperating and assisting co-workers as needed Handles difficult situations effectively Meets service standards Performs other duties as required to provide service and teamwork

Verifies and balances daily charges for all departments to guests folios, master accounts, and house accounts; makes corrections as necessary and in accordance with hotel and Pinnacle Hospitality policies Balances the rooms charges/audit Runs computer through nightly processing sequence to reset for next day's use in balancing of applicable functions If applicable to the hotel, audits food and beverage income posting and charges

Records and balances all food and beverage income Balances the guest ledger posting to the restaurant audit guest' ledger Records and balances staff and house charges Audits all banquet tickets before posting, verifying the accuracy of the calculations and attaching the latest event order Audits room revenue and other income Closing and balancing all room accounts Counting and balancing cash and credit card receipts Balancing direct bill accounts Verifying and balancing vouchers Running a trial balance report Investigating or analyzing out-of-balance situations Making adjustments or corrections to accounts as needed Completing various computer audit reports Checks long distance calls posting to guest folios

Reviews all credit card vouchers for proper imprints, authorizations, and correct amounts

Prepares and transmits credit card transmittals Follows up on charge backs

Processes all city ledger work to accounting

Does daily billing for direct bill accounts Sets up 30/60/90 day notices for outstanding A/R balances Verifies that all payments are accurately posted to accounts

Adheres to hotel policies and procedures

Attends work on time as scheduled Follows hotel grooming and dress standards Minimizes safety hazards by following all safety rules and procedures

Keeps immediate supervisor promptly and fully informed of all problems or unusual matters of significance Performs all these and night clerk duties as Guest Service Team member and responsibilities in a timely and efficient manner in accordance with established company policies and procedures to achieve the overall objectives of this position Maintains a favorable working relationship with all other team members to foster and promote a cooperative and harmonious working climate

Keywords: Pinnacle Hospitality, Spartanburg , Night Auditor Hilton Garden Inn - Part-Time, Other , Spartanburg, South Carolina

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