Night Auditor

Forest of Arden Hotel Limited; England; On-site; GBP 20,000 - 25,000; Full time

Job summary

A leading hotel in England is looking for a Night Auditor to deliver high-quality service during night shifts. Responsibilities include overseeing the Night Audit, ensuring guest satisfaction, and maintaining hotel security. Ideal candidates should possess strong communication skills and previous hotel experience. This position requires a proactive individual who can work independently.

Qualifications

• Previous experience working within a Front Office hotel environment preferred.
• Ability to work alone and within a team.
• Willingness to engage in continuous learning.

Responsibilities

• Provide operational assistance during the night.
• Oversee the Night Audit function.
• Handle guest concerns and resolve problems.
• Ensure hotel security through regular checks.
• Direct and control the night audit to maximize revenue.

Skills

Strong communication skills

Pro-active and reliable

Customer focus

Innovative

Planning

Job description

To maintain a safe and secure hotel for all guests and team members. To ensure the highest level of service is delivered to all guests during the night. To ensure that standards are maintained and improved where possible. The job holder must be fully compliant with all company policies and procedures and ensure that they are adhered to. To actively contribute to achieving the targets set for the Front Office Guest Satisfaction.

Responsibilities

• Seeks feedback from others on performance and modifies behaviour as appropriate
• Keeps up-to-date on available resources that can help to better serve customers' needs and to improve organisational performance
• Shares learnings, innovations, and best practices with team members
• Is willing to learn from others

Specific Duties

• Provide operational assistance during the night to ensure seamless delivery of quality service to the standard experienced during the day
• To oversee and, where necessary, carry out the Night Audit function, including the provision of systems expertise as laid down by the company requirements
• Handle walk-in guests, guest concerns, and resolve any problems experienced by guests or visitors in the absence of the relevant Head of Department
• Be fully conversant with all statutory fire, legal, bomb, health, and safety procedures, and take control in the event of an emergency
• Follow the previously determined "on the day" sales strategy in order to achieve a maximum optimum rate. Maximise sales through upselling.
• Ensure the security of the hotel, its guests and visitors through regular checks and patrols throughout the night in conjunction with set procedures
• Able to carry out all Receptionists/Telephonists duties
• Ensure all team members within the department are conversant with all equipment and systems in use
• Credit Management: is fully conversant with hotel credit policy and ensures it is strictly adhered to, ensuring minimal losses to the company
• Have a comprehensive knowledge of the hotel's facilities and any promotions taking place, so as to offer information to guests
• Communicates clearly and effectively using established channels to ensure interdepartmental communication is maintained
• Maintains regular checks on all operational areas and is visible in the guest areas
• Is fully aware of emergency procedures and can coordinate hotel evacuation in the event of an emergency
• To direct and control the night audit to ensure revenue is maximised and that management information is accurate and available so that guests' accounts are correct, and the accounts function is efficient and effective. Accurate rate checks are in place to maximise revenue and scrutinise all credits to the business.
• Achieve full sellout nights, minimising walk-in guests. Maintain an accurate walk log.
• Handle any guest issues or complaints (including walks) in a professional and hospitable manner, ensuring they are resolved or followed through
• Ensure all team members on duty hold the highest standard of personal hygiene, well-groomed and with the correct uniform.
• All company policies on Cash, Key and all Controls are adhered to and followed consistently.

Other

• Performs other related tasks as assigned by management.
• Complies with company policies and procedures.
• Working hours as required to do your job, but normally not less than 40 hours per week
• Previous experience working within a Front Office hotel environment preferred

Skills and Knowledge

• Strong communication skills (verbal, listening, writing)
• Innovative
• Pro-active and reliable
• Able to work alone and within a team
• Maximise revenue
• Controls and monitors discounts
• Maintaining standards
• Customer focus
• Business awareness
• Commitment
• Planning
• Continuous learning

Leadership Competencies

• Technical Expertise: Performs all technical/procedural requirements of the job
• Promotes safety and security of co-workers

Focusing on Customer

• Actively listens and asks questions of customers to assess satisfaction and prevent problems
• Regularly monitors customer satisfaction and takes personal responsibility to ensure it
• Proactively demonstrates hospitality in all customer interactions
• Follows through on customer inquiries, requests, and complaints
• Takes personal responsibility for correcting customer service problems
• Corrects problems promptly and undefensively

Organizational Learner

• Acts independently to improve and increase skills and knowledge
• Demonstrates an awareness of personal strengths and areas for improvement

About Disability Confident

A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people.

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