Night Auditor

NOVOTEL; North East; On-site; GBP 22,000 - 27,000; Full time

Job summary

A leading hotel chain in North East England is looking for a dedicated individual to ensure guests have a pleasant experience. You will be responsible for enhancing guest satisfaction, maintaining safety standards, and effectively managing guest relations. The ideal candidate will possess strong communication and problem-solving skills, with flexibility in working hours being essential. Experience in a similar environment is required.

Qualifications

• Flexibility in working hours, a proactive attitude, and ability to work shifts are essential.
• Experience in a similar environment and understanding of health and safety regulations required.

Responsibilities

• Ensure guests have a smooth and enjoyable stay.
• Organize customer welcome and care provided by your team.
• Handle guest complaints effectively if unresolved by team members.

Skills

Professional communication skills

Problem-solving skills

Ability to work independently

Flexibility in working hours

Ability to build rapport with senior management

Education

First aid training

Intermediate food hygiene certificate

NVQ in hospitality

O’Level/GCSE qualifications

Job description

Job Description

Main purpose:

• Ensure all Guest Registration Forms are completed fully to comply with the Prevention of Terrorism Act.
• Take ownership of the security and safety of guests.
• Have a comprehensive knowledge of the hotel’s facilities.
• Maintain full understanding and traceability of all correspondence related to bookings.

Overview of duties:

• Ensure guests have a smooth and enjoyable stay.
• Organize customer welcome and care provided by your team.
• Follow the night audit procedures thoroughly.
• Complete shift checklists, including corridor checks, newspaper deliveries, and breakfast list updates.
• Help meet the department's quantitative and qualitative targets.
• Implement brand and group projects.

Customer relations:

• Develop high-quality relationships with guests from arrival throughout their stay to foster loyalty.
• Anticipate and accommodate guests' needs.
• Handle guest complaints that cannot be resolved by team members promptly and effectively.

Qualifications:

Essential:

• Flexibility in working hours.
• A proactive, 'can-do' attitude.
• Ability to work shifts.

Skills and abilities:

• Professional communication skills in person, by phone, and in writing.
• Awareness of diversity issues and a non-discriminatory approach.
• Ability to work independently.
• Thorough understanding of H&S regulations.
• Ability to build rapport quickly with senior management.
• Problem-solving skills within your area of expertise.
• Capability to handle multiple tasks accurately and thoroughly.
• Experience in a similar environment.

Personal qualities:

• Punctuality and reliability.
• Adaptability.
• Self-motivation.

Experience/Qualifications:

• First aid training.
• Intermediate food hygiene certificate.

Desirable:

• NVQ in hospitality.
• O’Level/GCSE qualifications.

Live within a commutable distance to the hotel. Flexibility in working hours is essential due to the industry’s nature.

Our commitment to Diversity & Inclusion: We are an inclusive company and aim to attract, recruit, and promote diverse talent.