Posting ID : A1068477087
Date Posted : 2015-08-18
Category : Food Beverage Hospitality
Objective / Purpose / Summary:
The overall objective and purpose of the Night Auditor is to support our mission by executing night audit and security related responsibilities to the Kessler Collection standards. This includes reconciling the day's transactions, accurate data entry, and assisting guests by providing a warm welcome, hospitable service involving all interactions, and extending a fond farewell, relentlessly striving to exceed our guests' expectations during the overnight shift.
Supervisory responsibilities for the below mentioned position(s)/department(s) include interviewing, hiring, training, assigning and directing work; appraising performance; mentoring, rewarding and conducting corrective action(s), addressing complaints and resolving problems.
No direct reports
Qualifications: Education / Certifications / Work/Industry Experience:
1.High school diploma or General Education Degree - required
2.Minimum of 6 months hospitality or related industry experience -- required
3.Student or graduate of hotel management school -- preferred
4.Basic knowledge of Micros POS system, MARSHA and Opera PMS system - preferred
Knowledge / Skills / Abilities (KSA's) & Competencies:
1.Knowledge of database, internet, spreadsheet and word processing software
2.Strong written, verbal, and interpersonal skills
3.Ability to effectively communicate in the English language
4.Ability to respond to internal and external guests using the Kessler Collection Service Standards:
oWarmly greet guests. Make eye contact and use the guest's name at the beginning and close of every interaction
oGive our guests your undivided attention
oProvide an enthusiastic response
oSincerely thank the guests for their business and invite them to return
5.Ability to effectively communicate, solve problems and follow through by applying the Kessler Collection "Art of Guest Recovery" standards and model.
oEmpathize and Apologize
oDo something about the situation in a timely manner
oExceed our guests' expectations
oRecover our guests' loyalty
6.Ability to remain calm in various situations and use sound judgment
7.Ability to perform all tasks for each job at the Front Desk and effectively use software programs, including MARSHA, Opera, Microsoft Office and Outlook
8.Possess a guest service demeanor and outgoing personality with the ability to relate to diverse guests
9.Ability to read and interpret documents such as safety rules and procedural manuals
10.Ability to calculate figures and amounts such as discounts, commissions, upgrades and percentages and demonstrate cash handling procedures
Ability to prioritize and multi-task
Essential Duties / Responsibilities / Tasks: .
Primary duties, responsibilities, and tasks include, but are not limited to the following:
1.Greet and interact with internal and external guests in a warm and friendly manner, consistent with the Kessler Collection standards
2.Provide intuitive service by anticipating the guests' needs
3.Operate the telephone system, answering calls within 3 rings, using the correct salutation and telephone etiquette
4.Perform Manager on Duty tasks and be the hotel's ambassador during the overnight shift
5.Enter financial data in to system and process reports
6.Follow the standard operating procedures for cash handling
7.Perform security walks throughout the night and complete checklists
8.Process and respond to wake-up calls according to the standard operating procedure
9.Record messages legibly and completely
10.Maintain knowledge of room types, hotel amenities and features, hours of operation and area attractions
11.Respond promptly to questions, concerns and guest service requests. This includes front desk, guest service, housekeeping and engineering requests
12.Assist guests with luggage and valet services (only if valet services are provided by the Company)
13.Have a valid driver's license and good driving record (only if valet services are provided by the Company)
14.Log guest requests according to procedures. Communicate with departments in a timely manner
15.Solve problems in accordance with the Kessler Collection standards
16.Organize the front desk and prepare for guest arrivals and departures
17.Maintain a neat and orderly work area
18.Maintain integrity of guests' privacy, including confidentiality of personal information as well as key control
19.Maintain integrity of the Company proprietary information and protect Company assets
20.Follow overnight security procedures
21.Maintain complete knowledge in the use of all office equipment, property management systems and access according to specifications
22.Block and unblock rooms according to the hotel's needs
23.Prepare assigned reports, process guest mail and correspondence
24.Post guest charges and payments, process no-shows and adjust disputed charges
25.Conduct bucket checks and communicate pertinent information according to the standard operating procedures
26.Demonstrate effective sales techniques to upsell rooms, amenities and products
27.Maintain an updated guest information directory and status report
28.Maintain complete knowledge and comply with company policies and procedures
29.Maintain neat, clean and professional appearance
30.Maintain a safe work environment. Report accidents, injuries and unsafe conditions
31.Attend required training and meetings
32.All other duties as assigned, planned or un-planned
Demonstrate teamwork and collaboration with internal guests
Perform with integrity
Maintain profitability by being resourceful
Embrace opportunities for enrichment
Be relentless, maintaining a focus on quality, innovation and continuous improvement
The majority of time will be spent indoors.
Candidate must be comfortable working in a shared space, with constant noise, without the use of a private office.
Overtime is frequently required with or without notice.
Schedules may vary from week to week based on business demands
The physical demands described herein are representative of those that must be met by an incumbent to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the incumbent is regularly required stand for an 8 hour shift, sit, stoop, bend and crouch.
Push, pull, and lift up to 40 lbs without assistance.
Reach with hands and arms, use fingers to handle or feel.
See, hear and communicate in the English language