Front Office - Night Auditor

• Welcome the guests whether on the phone or in the hotel and ensure that the check-in and check-out procedures are very well handled.
• Anticipates guests' needs and takes them into consideration
• Handles any guest complaints and/or remarks; provides a response as soon as possible.
• Completes all tasks linked to the guest's arrival and departure in compliance with internal procedures
• Inform guests about any particular conditions or formalities during the stay, and about the services offered by the hotel (e.g. providing wake-up calls, telephone, e-mail, fax and safe deposit services)
• Passes information on as necessary to other departments (floor staff, technical etc) and to other members of the front-desk team
• Ensures that all the documents, products and provisions needed for the department and/or guests are available and up-to-date
• Block the rooms for early arrivals and prepare proper room allocation for guests and groups.
• Writes a report on activities and incidents that occur during the night
• Ensures that guest documentation at reception and in the lobby is available and up-to-date
• Ensure correct billing and collections during check - out.
• Review arrival list and correspondence whilst looking out and correcting for errors.
• Check room rate codes and investigate mistakes should it occur.
• Participate in Night Audit, trial balance checking, and cross checking of guest room rates between correspondence, registration cards, and actual amount charged.
• Ensuring all supporting documents for all city ledgers closed for the day that are given to Finance Department are as per agreements, valid for the duration of guest stay in the hotel, and correct charges.
• Does reconciliation for guest balance (credit limit, over credit), between the system and credit card machine, and with the balance between Opera and Micros for F&B.
  

Qualifications

Your experience and skills include:

• Guest focused personality is essential; experience is an asset
• Prior experience working with Opera or a related system
• Strong interpersonal and problem solving abilities