Night Auditor: Guest Experience & Revenue Audit

Holiday Inn Express and Suites; Centerville (OH); On-site; USD 28,000 - 42,000; Full time

Job summary

Holiday Inn Express in Centerville, OH is seeking a diligent Hotel Night Auditor to balance the day’s revenues, assist with guest check-in/out, and promote hotel services. The role focuses on delivering an outstanding guest experience, upselling room rates, and maintaining accurate financial records.

The ideal candidate has hospitality and/or accounting experience, strong computer and POS skills, and a friendly, customer-centric approach.

Qualifications

• One year of hotel, customer service and/or accounting experience.
• Incredible friendliness, customer-centric approach, strong smile.
• Knowledge of the local area.
• Strong computer skills and brand POS experience.

Responsibilities

• Check guests in and out with efficiency, greet guests, register guests, and assign rooms; use up-selling techniques to maximize room rates and prepare for group check-ins, check-outs, and VIP arrivals.
• Answer phones promptly and courteously; respond quickly to guest requests or complaints and follow up to ensure guest satisfaction.
• Balance and audit room revenue, taxes, cashier reports, guest and house accounts, food and beverage revenue, and telephone revenue; assist in preparing daily revenue reports.
• Prepare and transmit daily management and accounting reports and supporting documents; produce customer tracking, market segmentation, and food & beverage revenue reports.
• Maintain a professional image through appearance and conduct at all times.

Job description

As aHotel Night Auditor, you will fill a pivotal role in ensuring guest satisfaction through check in, check out and attentive coordination of hotel services for each guest. You will be focused on optimizing each guest’s experience by promoting hotel services, facilities and outlets and providing information of upcoming events/functions in the hotel and surrounding areas. The Hotel Night Auditor accurately balances and audits the hotel’s income and expenses for the current 24 hour period.

The ideal candidate will:

• Have one year of hotel, customer service and/or accounting experience.
• Be incredibly friendly, customer centric, love to smile and have knowledge of the local area.
• Have strong computer skills and brand POS experience.
• May fulfill Manager on Duty shifts.
• Register guests into the hotel in a prompt and courteous manner using up-selling techniques to maximize room rates; prepares for group check-ins, check-outs, and VIP arrivals. Greets, registers, and assigns rooms to guests. Answers phone in a prompt, efficient, and friendly manner.
• Respond quickly to guest requests or complaints in a friendly manner and appropriate action is taken. Follows up to ensure guest satisfaction. Uses creative reasoning to overcome guest objections and concerns and to ensure 100% satisfaction.
• Balances and audits for accuracy room revenue, all room and tax charges, cashier’s reports and guest and house accounts, food and beverage revenue and telephone revenue; assists in the preparation of all reports relevant to daily revenues.
• Completes and transmits daily management and accounting reports and supporting documents; prepares customer tracking report, market segmentation report, food and beverage revenue report necessary to ensure the accurate accounting of hotel revenues and expenses.
• Provides a professional image at all times through appearance and dress.

General Notes

• This job description is not intended to be all-inclusive, additional details will be specified by the supervisor. The team member will also perform other reasonable business duties as assigned by the supervisor.
• Management reserves the right to change this job description, job responsibilities, duties, and working hours as needs prevail.
• If requested in accordance with applicable law, the Company provides reasonable accommodation to known physical or mental limitations of an otherwise qualify team member with a disability to allow him/her to perform essential functions of the job unless the accommodation would impose an undue hardship on the Company.
• The Company is an at-will employer. This job description is a guideline and does not constitute a written or implied employment contract.

Holiday Inn Express is a hotel chain within the InterContinental Hotels Group family of brands. Standard amenities lean toward the convenient and practical which cater to business travelers and short-term stays.
Holiday Inn Express and Suites is operated by Scarlet & Gray Hospitality. Scarlet & Gray Hospitality was born to meet and exceed our customers' expectations through exceptional hospitalIty management services and quality hotel development. Our slogan says it all: Hospitality...."we get it." We are in this business to achieve 100% customer satisfaction. We do that by listening to our customers and clients.