Front Desk

Night Auditor - Grande

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Job Title: Night Auditor 
Reports To: Front Office Manager 
Department: Rooms 
FLSA Status: Hourly/Non-Exempt 
Supervises: None 
Overview: Responsible for the nightly operations of the Front Desk, running all end of day reports, and balancing accounts for all departments of the hotel 

Responsibilities 

  • All associates must provide excellent customer service to our guests 

  • Associates must treat each other with courtesy and respect 

  • While working associates must follow all company policies and procedures 

  • Associates must obey all state and federal laws 

  • Behavior while on the job must be in accordance with the Code of Ethics and Standards of Conduct for all associates 

  • It is imperative to be on time and ready for work at the start of the assigned shift 

Duties 

  • Provide excellent customer service to guests and other team members 

  • Make sound judgments and anticipate issues and opportunities 

  • Handle comments, complaints, and concerns with a high level of efficiency and in the best interest of the guest 

  • Work closely with all other departments to ensure prompt service and overall guest satisfaction 

  • Ensure that guests’ special needs are met 

  • Greet arriving/departing guests in a professional and pleasant manner 

  • Be knowledgeable of the daily functions and activities occurring at the hotel/lodge and in the Denali area in order to familiarize guests and answer their questions 

  • Familiarize guests with local activities and lodge/hotel services 

  • Works closely with and facilitate information between the Front Desk Staff and all other departments to assure that guest needs are met, and information is communicated effectively 

  • Serves as the central information center for all lodge operations 

  • Account for monies collected and goods sold.  Perform basic accounting and cash handling procedures 

  • Reconcile guest folios ensuring all charges are correct and accurate 

  • Responsible for obtaining valid form of payment upon guests arrival 

  • Keep work area and Front Desk area clean, neat, and organized 

  • Inform Management of additional needs required to carry out duties 

  • Monitor lobbies for cleanliness and removes trash as necessary 

  • Responsible for assisting guests with reservations, check-in, check-out, and general requests 

  • Perform wake up calls and answer guest questions 

  • Operate multi-line telephone system, accurately record, and deliver messages 

  • Provide thorough notes and accurate data 

  • Run end of day reports 

  • Properly organize and package the night audit envelope 

  • File, organize, copy and distribute all hotel paperwork for management and Anchorage 

  • Prepare Front Desk for AM shift 

  • Responsible for supervisor keys and signing hotel property keys and radios in and out 

  • Responsible for witnessing bank drops and pick-ups 

  • Launch and assist with emergency procedures protocol in the event of an emergency 

  • Achieve goals set by the Front Desk Manager 

  • Other duties as assigned 

Requirements 

  • Experience working in the tourism/hospitality industry 

  • Previous front desk and customer service experience 

  • Must be a “people person” who thrives on public contact 

  • Self-motivated, detail oriented, and has a positive customer service attitude 

  • Ability to communicate effectively and in a positive manner via phone, fax and email 

  • Possess accounting, computer and cash handling skills 

  • Familiarity with basic office equipment operation 

  • Graveyard shift 

  • Be assertive, a confident decision maker, and a problem solver 

  • The ability to work independently as well as part of a team, with various personalities and cultures, and with a positive attitude 

  • Possess time management skills with the ability to multi-task and work efficiently under pressure 

  • Ability to stand 8 hours 

  • Work approximately 40-48 hours per week 

  • Willing to work long hours, various shifts, split shifts, and on holidays and weekends 

  • Able to make sound judgments and anticipate problems 

  • Ability to lift fifty pounds, bending, lifting, folding and stair climbing with or without reasonable accommodation 

  • CPR and/or First Aid training desirable 

Uniform 

  • Shirts and name tag will be provided   

  • Associate needs to provide black pants (not jeans or athletic pants), black closed-toe non-slip shoes, black socks, and a black belt 

  • Associate is responsible to wash and iron the uniform 

  • Associate must look sharp and  be clean upon arrival to shift