Night Auditor

Doubletree-By-Hilton-Davenport; Davenport (IA); On-site; USD 36,000 - 42,000; Full time

Benefits offered by this job

Hotel and travel discounts

Professional development and promotion

Job summary

DoubleTree by Hilton Davenport is seeking a dedicated Night Auditor to support guests during the overnight hours. You will process transactions, balance reports, and ensure accuracy while maintaining brand standards and guest satisfaction.

In this role you will greet guests at check-in, verify billing, and relay special requests to the appropriate departments. The position requires strong communication, integrity, and the ability to work independently overnight.

Qualifications

• 2+ years of customer service experience, preferably in Hospitality or related industry.
• Excellent verbal and written communication skills.
• Must be able to speak, read, and write in primary language used in the workplace.

Responsibilities

• Welcome arriving guests and complete the hotel's arrival/check-in experience, ensuring special requests are fulfilled and accurate information is received.
• Thank departing guests, verify accurate billing, and encourage return visits.
• Engage with guests via phone or electronic communication to ensure guest satisfaction.
• Maintain integrity and confidentiality of guest records, cash reports, and audit reports.
• Promote hotel brand loyalty programs and offer special rate packages and upgrades when appropriate.
• Communicate with hotel departments to ensure timely delivery of guest expectations and issue resolution.
• Listen to guests, solicit feedback, and act on concerns.
• Maintain professionalism consistent with brand standards and company expectations.
• Know and communicate hotel emergency procedures and assist guests in emergencies.
• Log all transactions and balance the house bank when applicable.

Skills

Customer service

Communication

Hospitality experience

Education

High school diploma

Job description

What's in it for you…

• Hotel and travel discounts at worldwide destinations!
• Professional development and promotion opportunities!

About this job...

Night Auditors serve a critical role by providing direct guest support throughout the hospitality experience by accurately processing and tracking transactions and other reportable items . Night Auditors must be adept and creative problem solvers, delivering above-average resolutions to guests' challenges. The primary responsibility of a Night Auditor is to deliver and exceed guest expectations, execute brand service standards, resolve challenges, ensure accuracy and consistency in reporting, and maintain excellent communication with guests, peers, and supervisors.

What you'll be doing...

• Welcome arriving guests and complete the hotel's arrival/check-in experience, ensuring special requests are fulfilled and accurate information is received.
• Thank departing guests, verify accurate billing, and encourage return visits.
• Effectively engage with guests through phone or electronic communication consistent with hotel brand standards to ensure guest satisfaction.
• Maintain integrity, accuracy, and confidentiality when handling guest records, cash reports, audit reports, and other guest or hotel information.
• Promote hotel brand loyalty programs, encourage guest participation, and offer special rate packages and upgrades when appropriate.
• Effectively communicate with hotel departments verbally or through hotel communication log to ensure timely and accurate delivery of guest expectations, fulfillment of needs, and challenge resolution.
• Listen to guests and empathize with their challenges. When necessary, solicit guest feedback and act on guests concerns.
• Always maintain professionalism consistent with hotel brand and company expectations.
• Know and communicate hotel emergency procedures; inform and assist guests in emergencies.
• If applicable, maintain balance and security of house bank and accurately log all transactions.

Requirements...

Experience & Education:

• 2+ years of customer service experience, preferably in Hospitality or related industry
• High School diploma or equivalency education certificate required

Communication:

• Excellent verbal and written communication skills
• Must be able to speak, read, and write in primary language used in the workplace

Physical:

• 8+ hours per day at standing desk/computer; stand and walk frequently throughout the workday
• Lift, lower, and maneuver up to 30 pounds occasionally
• Ability to independently work during overnight hours

Source: Hospitality Online