Hotel Night Audit & Reception Associate

Full-time

Highland, CA

Executive, Legislative, and Other General Government Support

About the position

Directly reporting to the Supervisor Front Desk, the Hotel Night Audit & Reception Associate welcomes guests to the Hotel and provides excellent customer service during the evening and early morning hours while ensuring Front Desk and accounting operations of the Hotel run smoothly.

Responsibilities

• Greets and registers guests, issues room keys and provides information on hotel services, room location, and Hotel rewards program.
• Answers phones in a prompt and courteous manner according to standards of proper etiquette and in no more than 3 rings.
• Accommodates special requests for guests.
• Prepares reports and communications to staff.
• Exhibits professional demeanor through appearance and maintains a positive attitude toward all team members, guests and vendors.
• Provides the highest level of service possible in an efficient, courteous and professional manner and handles confidential and guest information with highest degree of integrity.
• Ensures Hotel occupancy is maximized and all guest accounts are checked in correctly.
• Accurately processes all cash and credit card transactions in accordance with established cash handling procedures including but not limited to posting all charges, completing cashier and other reports, preparing deposit, and counting/securing assigned bank.
• Processes Night Audit accounting operations to ensure financial controls and compliance.
• Balances and audits room revenue, product and service revenue, food and beverage revenue and telephone revenue for accuracy.
• Assists in preparation of all reports relevant to daily revenues.
• Balances and audits all room tax charges, cashier reports, and guest house accounts for accuracy.
• Completes and transmits daily management/accounting reports with any supporting documentation ensuring accurate accounting of Hotel revenues and expenses.
• Prepares daily, weekly and month end reporting data.
• Communicates with appropriate Hotel Management to resolve accounting discrepancies and to request or provide information.
• Ensures all aspects of Hotel accounting are processed correctly and accurately recorded, protecting the brand and asset against liability and fraud.
• Ensures guest special requests are fulfilled through seamless coordination with other departments.
• Promotes teamwork and quality service through strong working relationships with co-workers and managers throughout enterprise.
• Practices daily communications to ensure appropriate shifts and departments are communicated with.
• Ensures guest concerns are addressed promptly, and necessary issues are escalated to appropriate Hotel management.
• Performs all FD agent guest duties and assist guest in all aspects.
• Acts as security point of contact during various times in shift.
• Issues, controls and releases guest safe-deposit boxes.
• Complies with federal, state and local laws regarding health, safety, and alcohol services.
• Complies with all Hotel policies, procedures, and standards of operation.
• May routinely book guest reservations for individuals and/or groups that are requested either by phone or from within Hotel.
• Processes cancellations, revisions, and information updates on changes.
• Up-sells rooms where possible to maximize revenue.
• Follows overall seasonal demand reservation strategy as communicated by Hotel management team with regard to room type and length of stay pricing.
• Assists with preparation for morning Shift by printing guest folios and ensuring all collateral are replenished.
• Performs other duties as assigned to support the efficient operation of the department.

Requirements

• High school Diploma or GED required.
• Minimum of two (2) years' experience in a customer service role required.
• Previous experience working in an upscale hotel preferred.

Nice-to-haves

• Bilingual in a foreign language preferred.

Benefits

• San Manuel will make reasonable accommodations in compliance with applicable law.