Overnight Front Desk & Night Audit Lead

Omni Hotels & Resorts; Washington (NH); On-site; USD 40,000 - 55,000; Full time

Job summary

A luxury resort in New Hampshire seeks a dedicated individual for overnight operations. The role includes overseeing the checking in and out of guests, handling guest issues, and preparing nightly reports while adhering to four-star standards. Candidates should have past experience in a hotel/resort front office, strong customer service skills, and be able to work effectively under pressure. This position requires working the overnight shift and living within 50 miles of the resort.

Qualifications

• High propensity for customer service.
• Previous night audit experience strongly preferred.
• Previous full service hotel/resort front office experience required.
• Ability to clearly communicate verbally and in writing in English.

Responsibilities

• Oversee overnight operations of the hotel.
• Prepare the Daily Report in a timely manner.
• Resolve guest problems diplomatically.
• Ensure proper registration of guests.

Skills

Customer service

Communication

Problem-solving

Time management

Ability to work under pressure

Job description

What's in it for me?

Perks:

• Weekly pay cycle
• Complimentary meals in cafeteria

Benefits

• Comprehensive healthcare coverage with options for medical, dental, and vision plans.
• Paid time off for relaxation and rejuvenation.
• Financial security through a 401(K) matching plan and pre-tax Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA).
• A great voluntary benefits program that includes critical illness, hospital indemnity, and accident coverage, life and AD&D insurance, legal services, and identity theft protection, access to whole life insurance, telemedicine, and pet insurance.
• Support services including an Employee Assistance Program (EAP)

Resort Discounts

• Complimentary Bretton Woods season pass (terms & conditions apply, associate may also be eligible for spouse/dependent passes, or one courtesy pass based on status)
• 25% off Food & Beverage (excluding alcohol)
• 25% off Retail
• 25% off Spa Services
• Discounts on Ski & Golf Rentals, Canopy Tours, and other activities

Overview:

This team member will ensure the appropriate checking in and checking out of guests in a courteous and professional manner while maintaining four star/four diamond standards and the accurate completion of the night audit process. Additionally, they will be responsible for handling guest issues and forwarding along as needed. Working the overnight shift, this person will serve as the Manager on Duty at times.

Responsibilities:

· Oversees overnight operations of the hotel and serves as Manager on Duty at time overnight

· Timely and accurate preparation of the Daily Report (Daily Business Summary DBS).

· Expeditious and diplomatic resolution of guest problems.

· Fully knowledgeable in all emergency procedures.

· Accurate preparation of VIP, complimentary, house use rooms, and out of order lists.

· Ensure proper registration of guests and credit procedures are followed.

· Distribution of all nightly reports.

· Efficient processing of guaranteed no show billings.

· Maintain current back up reports.

· Handling Express Check-Outs ensuring their completion.

· Ensuring adherence to all systems and control procedures.

· Ensuring that third shift Night Audit checklist and responsibilities are completed.

· Balancing of daily postings and revenue

Qualifications:

· This person must have a high propensity for customer service.

· Previous cash handling experience required

· Previous night audit experience strongly preferred

· Previous full service hotel/resort front office experience required

· Ability to clearly and pleasantly communicate both verbally and in writing in English with guests, management and co-workers, both in person and by telephone

· Ability to work cohesively with co-workers both within and outside of department

· Ability to think clearly, quickly and make concise decisions

· Ability to prioritize, organize and follow up

· Ability to work well under pressure, dealing with many arrivals and departures within a short period of time, as well as guest issues, requests and concerns

· Ability to handle stressful situations, while maintaining a calm and welcoming demeanor.

· Ability to stand for prolonged periods of time.

· Requires working overnight shift.

· Computer Skills (Synergy, Microsoft Office)

· Must live within 50 miles of the hotel