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Night Audit/Relief MOD

Job Description


The role of the Night Auditor/Relief MOD is to ensure the appropriate checking in and checking out of guests in a courteous and professional manner while maintaining four star/four diamond standards and the accurate completion of the night audit process. Additionally, he/she will be responsible for handling guest issues and forwarding along as needed.  

Responsibilities


  • Process guest check-ins and check-outs according to Omni’s Moments of Service and Standard Operating Procedures
  • Empathetically listen to guest inquiries and provide appropriate responses
  • Set up accurate accounts for each guest checking in according to their preferences (room type, payment, etc.)
  • Block rooms in the computer and follow through on designated requirements
  • Pre-register designated guests and prepare key packets
  • Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery)
  • Maintain confidentiality of all guests and hotel information
  • Employ attention to detail in order to ensure security of guest room access
  • Understand and execute all Omni accounting standards ensuring accurate settlement of folios, routing of charges and adjustments
  • Maintain guest history files on all guests
  • Accommodate room changes expediently
  • Document all guest requests, complaints or problems immediately and notify designated department/personnel for resolving the situation. Follow up to ensure completion and guest satisfaction
  • Maintain complete knowledge at all times of all hotel features/services, hours of operation, room types, numbers, layout, decor, appointments and locations, room rates, special packages and promotions
  • Performs the required system prints during the night audit shift to ensure a current back-up of the hotel arrivals, vacant & in-hourse list is available. 
  • Verifies front desk cashier work is balanced
  • Ensures all guest accounts are accurately posted with room and tax
  • Read, initial and sign the ‘Ideal Service Recovery’ standard and procedure
  • Ensures the completion of all night audit functions
  • Distributes all close day reports and morning reports to the appropriate departments
  • Prepares and distributes the Daily Report
  • This position will serve as the Manager on Duty when the Night Manager is off

Qualifications


  • Must be able to work a flexible schedule including overnight shifts, weekends, and holidays
  • Ability to clearly and pleasantly communicate both verbally and in writing in English with guests, management and co-workers, both in person and by telephone
  • Ability to accurately and efficiently input information into computer systems
  • Ability to work cohesively with co-workers both within and outside of your department
  • Ability to compute accurate mathematical calculations
  • Ability to think clearly, quickly and make concise decisions
  • Ability to prioritize, organize and follow up
  • Ability to work well under pressure, dealing with many arrivals and departures within a short period of time
  • Excellent customer service skills required
  • Previous hotel front desk experience is required
  • Prior Front Desk/ Night Audit experience preferred
  • Prior experience in high volume luxury hotel preferred