Night Audit

Commonwealth-Lodging-Management-LL; Norfolk (VA); On-site; USD 28,000 - 38,000; Full time

Job summary

Commonwealth-Lodging-Management-LL is seeking a front desk associate to greet guests, handle inquiries, uphold confidentiality, and resolve complaints while providing accurate information on hotel features, rates, and promotions.

The role involves handling payments, posting charges, reconciling accounts, verifying guest details, and supporting night audit tasks to ensure smooth daily operations in a dynamic hotel setting.

Responsibilities

• Be in proper uniform, with a nametag and maintain guest relations and confidentiality.
• Resolve guest complaints to ensure guest satisfaction and communicate with guests and team members.
• Maintain knowledge of hotel features, hours of operation, room rates, packages, promotions, and daily activities.
• Handle cash and payments per SOP, post and audit charges, and reconcile accounts.
• Verify guest information at arrival/departure and communicate to designated departments.
• Run morning and end-of-day reports, print express folios, and support night audit tasks.

Job description

JOB RESPONSIBILTIES:Be in proper uniform, with a nametag.Always maintain positive guest relations and guest confidentiality. Work to resolve guest complaints, ensuring guest satisfaction.Communicate effectively with guests as well as team members.Knowledge of all hotel features/services, hours of operation, room rates, special packages and promotions, daily house count, local attractions and expected arrivals/departures and scheduled daily group activities.Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.Answer telephone within 3 rings, using correct greeting and telephone etiquette.Monitor and maintain cleanliness, sanitation, and organization of assigned work areas.Verify guest information upon arrival and departure.Communicate pertinent guest information to designated departments (i.e., special requests, amenity delivery).Maintain and secure a cash bank to perform job functions.Obtain method of payment from guests (credit or cash)Process all payments according to established hotel requirements, and Commonwealth Lodging Management cash handling S.O.P.’s. Process adjustments, rebates, paid outs, and credits as required. Post and audit Banquet charges.Maintain all guest information and hotel occupancy status using hotel operating systems.Process adjustments, rebates, paid outs, and credits as required.Reconcile telephone calls and miscellaneous accounts and audit all miscellaneous charges. (Banquets, Bars etc.)Verifies package postings on house accounts, runs end of day program & close day and checks that interfaces are up and running.Run morning reports and backup reports and distribute them accordingly.Print express check out folios and distribute.Review the Night Audit checklist and verify that all work has been completed.This job description is not intended to provide a complete and comprehensive list of all job duties, requirements, and responsibilities. Instead, it is provided as a general overview of the expectations of the position.PHYSICAL REQUIREMENTS:Exert physical effort in lifting and or transporting at least 25 pounds.Push/pull carts and other equipment up to 100 pounds.Endure various physical movements throughout the work areas.Work environment includes front office, and all areas of the hotel. The job involves working under variable temperature conditions and noise levels, in indoor and outdoor settings.Must be able to stand and exert well paced mobility for lengthy periods of time.