Night Audit

The Oliver Hotel; Knoxville (TN); On-site; USD 32,000 - 52,000; Full time

Job summary

The Oliver Hotel in Knoxville, TN, seeks a courteous front desk associate to welcome guests, handle check-ins/outs, answer inquiries, manage bookings, and process payments. You will deliver warm, anticipatory service in a luxury environment.

Responsibilities include registering guests efficiently, performing payment verifications, handling wake-up calls, logging requests, coordinating with departments, and maintaining lobby cleanliness.

Qualifications

• Ability to speak, read, write English.
• Professional demeanor suitable for a luxury environment.
• Flexible schedule including evenings, weekends and holidays.
• Eligible to work in the USA.

Responsibilities

• Check guests in and out efficiently and accurately.
• Answer telephone and in-person inquiries about reservations and hotel information.
• Process payments and review billing instructions.
• Maintain lobby and front desk equipment; ensure cleanliness.
• Provide service recovery options to ensure guest satisfaction.
• Log guest requests and coordinate with other departments as needed.
• Deliver warm, anticipatory service to exceed guest expectations.
• Answer, record, and respond to guest calls and concerns.
• Audit third-party reservations and ensure proper revenue capture.

Skills

Hospitality experience

Customer service

Communication skills

Professional demeanor

Job description

Position Details:As the first point of contact for our guests, you will be responsible for providing a welcoming and professional service at all times. You will be tasked with handling check-ins and check-outs, answering customer queries, managing bookings, and processing payments.Responsibilities:Ensure high-quality and efficient guest registration, obtain proper method of payment, conduct credit-limit checks, follow billing instructions, conduct follow-up courtesy callsCourteously and accurately answer inquiries to telephone and in-person inquiries regarding reservations, hotel information and guest concernsDemonstrate a commitment to providing a warm, anticipatory service to exceed the needs and expectations of all guestsDeliver outstanding guest services for all incoming calls and general inquiriesMaintain all back-office related equipment and a par stock of suppliesProvide service recovery options to ensure guest satisfactionProcess guest requests for wake-up callsScreen calls and other requests relating to placing and receiving telephone callsAdvise guest of any messages received via voicemail, mail, faxes and send to room if requiredAnswer, record, and process all guest calls, requests, questions, or concernsLog all requests or issuesEstablish and maintain open, collaborative relationships with associates and fellow departmentsMaintain an attentive, friendly, helpful, and courteous demeanor to all guests, managers, and other associatesParticipate in pre-shift meetings, maintain, and review shift reports, review arrivals,departures, daily events, groups in-house, service recovery guests and conduct proper follow-upReview all profile details of incoming arrivals and departing guests, address all requests and service recoveries; communicate to other departments special requestsMaintain all front desk related equipment and a par stock of suppliesEnsure work area and lobby cleanliness is maintained at all timesMaintain a presence in the lobby, serve as lobby ambassador when not stationed at the front deskAudit of all third-party reservations, ensuring that all third-party reservations are properly reconciled nightly within their respective extranetPost all overnight valet charges, ensuring that we capture valet revenue, and export valet reportsAudit reservation cancellations and capture revenue for late cancellationsCharge No Show reservations, first night room, and taxEnsure HMS End of Day Processing is completed in order to properly export and email the correct end of day reports from HMSExport and email sales reports from the Aloha remote desktopGenerate the daily Flash Report by inputting data from the end of day reportsProfessionally respond to guest reviewsMust conduct hourly radio checks communicating with all overnight employeesPerform additional duties and projects as assignedQualifications:Ability to speak, read, write and understand EnglishProfessional demeanor and presentation appropriate for a luxury environmentExcellent interpersonal, written/verbal communication, and training skills are essentialPositive attitude, team focus, enthusiasm, excellent customer service skillsAbility to work a flexible schedule, including evenings, weekends and holidays, according to department needs and business volumesHighly motivated, organized, goal and results oriented individual who thrives under pressureAbility to stand, sit, or walk for an extended period of timeHospitality experience preferredMust be eligible to work in the USAPhysical Requirements:Must be able to work on your feet for up to 12 hours. Position requires prolonged standing, bending, stooping, twisting, and lifting products and supplies weighing 20 pounds and occasional lifting and/or moving up to 50 pounds as well as repetitive hand and wrist motion.This job description serves as an overview of the responsibilities associated with this role, with the understanding that these duties may evolve over time. Additionally, you may be entrusted with additional duties as assigned.