Dual Night Audit Manager

White Lodging; Chicago (IL); On-site; USD 55,000 - 70,000; Full time

Job summary

An established industry player in hospitality is seeking a dedicated Front Office Supervisor to assist in managing front office functions. In this role, you will supervise daily operations, ensuring guest satisfaction and financial performance. Your leadership will empower staff to deliver exceptional service while adhering to company policies. This position offers an exciting opportunity to make a significant impact on the guest experience and team morale in a dynamic environment. If you thrive in a fast-paced setting and are passionate about service excellence, this role is perfect for you.

Qualifications

• Minimum 2-year college degree and leadership experience required.
• Strong knowledge of Front Desk operations and financial management skills.

Responsibilities

• Supervises Front Desk operations and ensures compliance with policies.
• Empowers staff to provide excellent customer service and handles guest complaints.
• Analyzes information to choose the best solutions for problems.

Skills

Front Desk Operations

Financial Management

Problem-Solving

Conflict Management

Education

2-Year College Degree

Job description

Compensation starts at a range between $55,466.00 and $69,332.00 annual salary.

Summary:

Assists the Front Office Manager or Operations Manager in administering front office functions and supervising staff on a daily basis. Directs and works with associates to carry out procedures ensuring an efficient check-in and check-out process. Ensures guest and employee satisfaction and maximizes the financial performance of the department.

Responsibilities

1. Performs all duties at the Front Desk as necessary.
2. Supervises all areas of the Front Office in the absence of the Front Office or Assistant Front Office Manager.
3. Empowers employees to provide excellent customer service.
4. Observes service behaviors of employees and provides feedback to individuals.
5. Understands the impact of department’s operations on the overall property financial goals and objectives and manages to achieve or exceed goals.
6. Supervises same-day selling procedures to maximize room revenue and control property occupancy.
7. Supervises daily Front Desk shift operations and ensures compliance with all policies, standards, and procedures.
8. Supervises the completion of Night Audit checklists and completion of job tasks in a timely manner.
9. Ensures all necessary backup/reports are accounted for daily (i.e., occupancy, profit center detail, GRR reports, shift closings, micros z, preliminary trial, folio backup, charge code detail, credit card, room and tax, specially requested reports, final).
10. Ensures the accurate balance and distribution of the daily gross revenue report balancing revenue to the final house count.
11. Ensures accurate posting of Banquet Checks, Restaurant and Outlet revenue, Valet, and Gift Shop revenue.
12. Ensures completion and distribution of the daily gross revenue report by 7 a.m.
13. Handles all emergencies according to established procedures.
14. Responds to and handles guest problems and complaints.
15. Takes immediate actions on problems that are encountered in the Hotel.
16. Sets a positive example for guest relations.
17. Interacts with customers to obtain feedback on quality of product, service levels, and overall satisfaction.
18. Ensures employees understand customer service expectations and parameters.
19. Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
20. Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.
21. Analyzes information and evaluates results to choose the best solution and solve problems.
22. Participates in departmental meetings and continually communicates a clear and consistent message regarding the Front Desk goals to produce desired results.
23. Has full knowledge and understanding of our company’s handbook, SOP’s, and processes; adheres to and enforces those in a fair and consistent manner.
24. Participates in employee progressive discipline procedures.
25. Conducts Weekly Leadership Team meetings, property MOD program, and weekly staff meetings.
26. Solicits employee feedback, utilizes an 'open door' policy, and reviews employee satisfaction results to identify and address employee problems or concerns.
27. Brings issues concerning employee satisfaction to the attention of the department manager and Human Resources.
28. Assists as needed in the interviewing and hiring of employee team members with the appropriate skills.
29. Supports a departmental orientation program for employees to receive the appropriate new hire training to successfully perform their job.
30. Supports the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
31. Promotes teamwork and associate morale.
32. Works nights, weekends, and holidays as necessary.
33. Performs other duties as assigned.

Key Accountabilities

1. Guest Service Scores - Ensure goals are met for all guest service-related measurements.
2. Financial Reporting - Ensure all daily closing reports are correct.
3. Associate Relations - Associate Engagement Survey scores and impact plan (plans and actions implemented and measured).

Competencies

1. Attention to detail.

Skills

1. Strong knowledge of Front Desk operations.
2. Financial management skills.
3. Strong problem-solving skills.
4. Effective conflict management skills.

Education/Experience

1. Minimum 2-year college degree required.
2. Experience in a similar leadership role required.

Working Conditions

1. Lift, carry or otherwise move up to 10 lbs. regularly.
2. Lift, carry or otherwise move up to 50 lbs. occasionally with assistance.
3. Follow proper moving and lifting procedures identified in Departmental Orientation Handbook.
4. Regularly required to stand; sit; walk; reach; use hands to finger, handle or feel; talk and hear.

Location Code: 2109