JOB SUMMARY
To work with the Front Office Manager to achieve a motivated, organized and empowered Guest Services Team to provide the level of service and to contribute to the overall profitability of the property; professional work standards and guest care set down in the Standards and Procedures Manual and as defined by the Brand. To ensure adherence to all hotel policies, procedures, regulations and standards, while striving towards total guest satisfaction. To ensure that front desk operations is working in a professional manner at all times. To assist the Front Office Manager & Supervisors in all areas to ensure a correct and smoothly operating department.
The Night Auditor is responsible to reconcile and balance all daily transactions while performing all duties of a Guest Service Agent. To ensure guest satisfaction through proper and effective interpersonal skills and the proper execution of Front desk operations in the PMS system to achieve goals that support the overall company’s objectives while developing and building relationships. The Night Auditor is responsible to provide professional and friendly service for guests and that all front line operations run smoothly.
***This Job Description can be updated to include new tasks & responsibilities at any time at the discretion of the General Manager.***
Overall Duties
1. Personally demonstrating a commitment to guest service in responding promptly to guest’s needs/complaints.
2. Empowered to deliver exceptional guest service by responsive guest assistance in a professional manner.
3. Maintaining Guest Service as the driving philosophy of the hotel.
4. To work in an efficient manner to maximize productivity and guest care following procedures set down in the Standards and Procedure Manual.
5. To bring urgent matters to the attention of the Front Office Manager, Supervisor, General Manager, Assistant General Manager.
6. To maintain standards of punctuality.
7. To attend meetings as requested and to recognize the importance of contributing new ideas and initiative to the overall success of the operations.
8. To maintain a professional and effective working relationship with all departments to ensure that all departments are informed of any potential problem or situations.
9. To work and communicate in a professional and ethical manner with colleagues assisting where necessary to achieve standards and in conjunction with company policies.
10. To contribute to the overall security of the Hotel by recognizing and correcting potential security problems.
11. Ability to operate the system manually.
12. Attend staff meetings.
13. Responsible for ensuring full compliance with protocols and procedures related to any front office operations, and emergencies on an ongoing basis.
DUTIES AND RESPONSIBILITIES:
1. Up to date on best guests and Marriott Reward members.
2. Checks cleanliness of lobby and public areas, proper lighting
3. Check arrivals (daily and weekly) and prepare and check VIP arrivals following up with other departments as needed.
4. Follow up and process No-Shows.
5. Co-ordinates and communicate with effected departments for out of order rooms, late check outs, stay overs, early arrivals etc. in order to maintain Front Office functions properly and ensure guest satisfaction.
6. Answer guests inquires, make reservations, process Market purchases, update folios, ensure proper postings and attend to the needs of the guests.
7. Promotes and maintains good public relations.
8. Motivates and maintains good staff relations.
9. Adheres to hotel policies
10. Follows up on credit check report.
11. To bring forward any concerns to Supervisors, Front Office Manager, and Assistant General Manager.
12. Adheres to and ensures the neat appearance, as well as proper and appropriate attitude and behaviour.
13. Monitors the current status of coupon, Discount, and other promotional programs.
15. Remain up to date on all interfaced systems (EDC, phones, movies, key systems)
16. Monitors the current status of coupon, discount, and other promotional programs.
17. Knows how to operate PMS, POS and other front office equipment and interfaces.
18. Ensure issued front desk floats are correct at all times
19. be aware of what is happening at the hotel and surrounding area for the week
20. Regularly review physical and reservation inventory;
21. Ensure shift checklists are accurately completed
22. Update and follow through with other departments concerning guest requests;
23. be aware and maintain all Standard Operating Procedures of the Front Desk functions
24. Functions as a Front Desk Agent especially in terms of check-in and check-out procedures. Run End of day process / Night audit process on the Property management software.
25. Checks front office accounting records for accuracy and, on a daily basis, summarizes and compiles information for the hotel's financial records. Tracks room revenue, occupancy percentages, and other front office operating statistics.
26. Prepares a summary of cash, check, and credit card activities, reflecting the hotel's financial performance for the day. Posts room charges and room taxes to guest accounts including guest transactions not posted during the day by the front office cashier.
27. Processes guest charge vouchers and credit card vouchers. Verifies all account postings and balances made during the day by front desk.
28. Posts room charges and taxes to guest accounts.
29. Processes guest charges voucher and credit card vouchers.
30. Posts guest charge purchase transactions not posted by the guest service agent.
31. Transfer charges and deposits to master accounts.
32. Verifies all account postings and balances.
33. Monitors the current status of coupon, discount, and other promotional programs.
34. Tracks room revenues, occupancy percentages, and other front office statistics.
35. Prepares a summary of cash, check, and credit card activities.
36. Summarizes results of operations for management.
37. Prepare End of day reports.
38. Run end of day process in property management software (PMS).
39. Understand principles of auditing, balancing, and closing out accounts.
40. Perform periodic walk-arounds of the property, noting any issues that are of concern or will become a concern
Bona Hospitality is an equal opportunity employer and is committed to providing equal employment opportunities to all individuals without regard to race, ancestry, place of origin, colour, ethnic origin, citizenship, creed, sex, sexual orientation, gender identity, gender expression, age, record of offences, marital status, family status, disability, or any other characteristic protected by applicable legislation.
We celebrate diversity and are dedicated to creating an inclusive work environment where everyone feels valued, respected, and empowered to contribute to our mission.
We encourage qualified individuals from all backgrounds to apply for available positions and join us in our pursuit of excellence.
We will accommodate the needs of applicants under the Ontario Human Rights Code, the Accessibility for Ontarians with Disabilities Act, 2005, and any other applicable legislation throughout all stages of the recruitment and selection process. If you require support/accommodation during the hiring process, please contact our Human Resources Department at [email protected].
#BonaHiring
Pay: $26.11 per hour
Benefits:
- Dental care
- Extended health care
- On-site parking
Experience:
- hotel hospitality: 1 year (preferred)
- Customer service: 2 years (preferred)
Work Location: In person
