Hotel Night Auditor

Home2 Suites Asheville Biltmore Village; Asheville (NC); On-site; USD 28,000 - 36,000; Full time

Job summary

Home2 Suites Asheville – Biltmore Village is seeking a Hotel Night Auditor to oversee overnight front desk operations, registration, and guest service. You will ensure accurate posting of charges, check-ins, and check-outs while maintaining brand standards and security.

The role requires excellent guest relations, the ability to work 11 pm–7 am, and a willingness to perform PIC duties as needed. Previous front desk or night audit experience is preferred, with on-the-job training accepted.

Qualifications

• Previous hotel Front Desk/Night Audit experience preferred; however, ability gained through 1+ years related employment (customer service) or on-the-job training may substitute for actual Front Desk/Night Audit experience.
• Must possess excellent public relations skills and warm and friendly attitude.
• Hilton Brand Preferred.
• Must be able to work 11 pm – 7 am.

Responsibilities

• Greet guests with genuine and warm spirit of hospitality.
• Registers (Check-in) guests following Brand standards, securing payment methods.
• Posts transactions to guest and master accounts and reviews balances.
• Reconciles discrepancies between PMS, housekeeping reports and registration cards.
• Reviews arrivals and blocks special requests; processes reports (downtime, high balance).
• Monitors and restocks sundry shop; handles guest requests promptly.
• Coordinates delivery of guest services with other hotel departments.
• Handles check-out procedures swiftly and accurately and assists guests on departure.
• Maintains brand-specific logs and follows Baywood protocol for guest complaints.

Job description

Be...an Innovator, a Motivator, a Leader, a Team Player - Most of all, BeBaywood!

With our "It's My Pleasure!" philosophy we have becomeone of the Nation's fastest growing hotel development & managementcompanies.

Join us as our Hotel Night Auditor at our Home2 SuitesAsheville – Biltmore Village located at 61 Thompson St, Asheville, NC28803. (Room Count: 117)

Successful Candidate will be able to:

• Work 11 pm – 7 am
• Previous hotel FrontDesk/Night Audit experience preferred; however, ability gained through 1+ yearsrelated employment (customer service) or on-the-job training may substitute foractual Front Desk/Night Audit experience.
• Hilton Brand Preferred
• Must possess excellentpublic relations skills and warm and friendly attitude

Summary

Ensures guest satisfaction by providingcourteous and efficient service.Responsible for the accurate registration, posting of charges, andcheck-out of guests. Handles guestquestions and concerns as required by management. Adheres to specific BrandStandards as required. Will be required to assume the position of Person inCharge (PIC) during the overnight shift.

Job Duties

• Greets guests with genuine and warm spirit ofhospitality
• Registers (Check-in) guests in an efficientmanner, following Baywood & Brand standards, securing proper method ofpayment
• Posts transactions to guest and masteraccounts
• Reviews guest account balance, ensuring thatpayment is secured
• Reconciles discrepancies between PropertyManagement System (PMS), Housekeeping reports and registration cards
• Reviews arrivals and blocks special requests
• Processes required reports, including downtime, high balance, etc.
• Monitors and restocks sundry shop, ensuringconsumed items are paid for; Follows established procedure for removal ofexpired items.
• Handles guest requests and concerns incourteous and efficient manner
• Coordinates the delivery of guest services byother hotel departments and outside businesses
• Processes all incoming and outgoingreservation and cancellation requests in a timely and efficient manner
• Prepares guest amenities, and ensures deliveryin a timely manner
• Handles in-house guest reservation requestssuch as extension, late check-out, and rebooking
• Handles check-out procedures swiftly andaccurately and assists guests on departure.
• Maximizes room revenue and occupancy levelsthrough suggestive selling for upsell potential and walk in guests
• Stores guest luggage
• Presents to guests’ accurate informationregarding marketing programs applicable to the hotel, local area, and all hotelfunctions and outlets
• Handles departmental cash drawer, accountingof monies, credit card receipts, guest accounts, and other forms of credit andcash handling guidelines
• Maintains information and communicationsources such as, log book, franchise directories, checklists, and electroniccommunication
• Operates Private Branch Exchange (PBX switchboard)equipment to handle incoming calls, outgoing calls, wake up calls,do-not-disturbs and the paging of guests, all while maintaining guest and staffprivacy and security
• Operates the franchise terminal and performsdesignated maintenance tasks
• Maintains procedures for credit control andhandling of financial transactions
• Maintains guest safety & privacy byadhering to established procedures
• Issues safety deposit boxes for guest use,following security protocol
• Monitors key box, issuing keys to theappropriate staff members. Logs all transactions
• Completes brand specific log and follows brandand Baywood protocol for guest complaints, including escalation to managementif needed, and completed follow up
• Adheres to departmental communication throughthe effective use of staff meetings, log books, and bulletin boards
• Coordinates emergency procedure includingevacuations, immediately notifying management of such occurrences
• Assists with the relocation of guests, whennecessary
• Assists other departments during slow periods
• Audits all accounts to ensure they balance, toinclude such accounts as tray and city ledger, reservation deposits, creditcard accounts, and room, food & beverage, and banquet charges.
• Transfers charges and deposits to master accounts.
• Closes necessary accounts at month end.
• Prepares final reports of all daily revenuesummaries.
• Posts all room and tax revenues and latecharges, including No-Shows.
• Ensures all revenues, adjustments, taxes andgratuities are accurately distributed from POS system (at some properties)
• Changes system date.
• Follows all company policies and procedures asoutlined in Policy Manual.
• Responsible for Life Safety Procedures andequipment
• Participates (at some properties) in Manageron Duty schedule.
• Additional duties may be added at any time atthe discretion of management.

Baywood Hotels is an Equal Opportunity employer and a drug-free workplace.

M/F/Vets/Disabled