Night Auditor

Hilton-Garden-Inn-Hotel; Milwaukee (WI); On-site; USD 21,000 - 30,000; Full time

Benefits offered by this job

Insurance enrollment

Paid time off

Holiday pay

401(k) enrollment after 30 days

Hotel discounts

Professional development

Job summary

First Hospitality, a Chicago-based hotel management company, is hiring a Night Auditor for its Milwaukee hotel. The role focuses on accurate nightly reporting, guest satisfaction, and adherence to brand standards throughout the overnight shift. The position requires 2+ years in customer service within hospitality.

Strong communication and the ability to work overnight are essential. We offer day-one benefits, including insurance, PTO, and 401(k) enrollment, with travel discounts at worldwide

Qualifications

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

Responsibilities

• Welcome arriving guests and manage the hotel’s arrival/check-in experience with accurate information and special requests.
• Verify billing with departing guests and encourage return visits.
• Engage with guests via phone or electronic channels per brand standards to ensure satisfaction.
• Maintain confidentiality and accuracy when handling guest records, cash reports, and audit reports.
• Promote hotel loyalty programs and offer 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 address concerns.
• Maintain professionalism aligned with brand and company expectations.
• Know hotel emergency procedures and assist guests during emergencies.
• If applicable, balance and secure house bank and log all transactions.

Skills

Customer service

Communication skills

Overnight work

Education

High School diploma or equivalent

Job description

What's in it for you...

• Insurance enrollment available from DAY 1!
• Paid time off available from DAY 1!
• Holiday pay available from DAY 1!
• 401(k) enrollment after 30 days!
• 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

About First Hospitality...

Founded in 1985 and based in Chicago, First Hospitality is a forward-thinking hotel development, investment, and management company. First Hospitality’s strategic vision is to create value for all through excellence and an openness to doing things differently.

First Hospitality seeks to attract and retain a high-performing and diverse workforce in which employee’s differences are respected and valued to better meet the varying needs of the customers we serve. FH foster an inclusive work environment that promotes collaboration, flexibility, and fairness. Equal Opportunity Employer.

Source: Hospitality Online