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
To accurately compute the daily income of the hotel by verifying
that all guest accounts are correct and in balance by the following
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
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
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
Valid driver's license
Prior knowledge of hotel PMS and POS essential Working knowledge
Microsoft Office package is preferred Competency in email and
electronic communication is preferred
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
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,
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
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
The team member will be crossed trained in breakfast service and
night audit functions and may be scheduled to perform these
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
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
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
Maintains a friendly, cheerful and courteous demeanor at all
Performs other duties as assigned, requested or deemed necessary by
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
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
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
Perform the duties of a Front Desk Clerk including express
This is a Full-Time position 30-40hrs overnight shift.
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
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
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
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
Reviews all credit card vouchers for proper imprints,
authorizations, and correct amounts
Prepares and transmits credit card transmittals Follows up on
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