FRONT DESK NIGHT AUDITOR

The position of Front Desk Night Auditor checks the Front Desk accounting records for accuracy and, on a daily basis, summarizes and compiles information for the resort’s financial records. Tracks room revenue, occupancy percentages, and other Front Desk operating statistics.

ESSENTIAL JOB FUNCTIONS: The essential job functions listed below are representative of the knowledge, skill, and/or ability required. The FDNA is required to provide accurate financial guest services and works in the VIP lobby area of the resort. The position requires high levels of customer service and conflict resolution skills. It also offers the opportunity to work an overnight/3rd shift schedule and to do good networking in representing a home away from home experience to guests. The duties of a FDNA involve verifying the correctness of guest accounts by balancing and posting room charges and taxes, resort taxes, and other charges to guest folios. FDNA prepares a summary of cash, check, credit card activities, reflecting the resort’s financial performance for the day. Posts all room and resort charges to guest accounts including guest transactions not posted during the day by other Front Desk staff. Also, may assist in controlling the availability of rooms and the day-to-day functions of the Front Desk, such as handling guest arrival and/or departure and guest’s requests, check-in and check-out of all guests, whole groups and tours.

• Completes posting of all guest charges. Receives records and processes guest payments; cash, charge vouchers credit cards and other acceptable forms of payment.
• Verifies all account postings and balances made during the day by Front Desk staff. Monitors the current status of any coupons, discounts, and other promotional programs.
• Run End of Day process/Night Audit process on the property management software; SPI. Reconciles all departments to final register reading by re-taping all department vouchers from start of day’s business. All tapes should be labeled and dated and a complete report detailing any adjustments for errors (with full explanation) must be included. Completes High Balance Credit report indicating all balances in guest ledger of cash customers with debit balances and those credit card customers who exceed the credit authorization or the property established credit limits.
• Compile a room revenue report detailing each room, resort charges, rate charges, guest name, any company affiliation, length of stay, and other information requested by management and in accordance with the resort’s standard operating procedures. Revenue report must be generated by the in-house computer system or may be manually compiled by Night Auditor when technical systems are temporarily not functioning.
• Performs all Front Desk duties especially in terms of check-in and check-out procedures, guest messages and requests, and reservations. Evaluates room status upon arrival to ensure that revenue is achieved. Verifies the accuracy of cash drawer at the beginning of shift and closes out register and cash receipts at the end of the shift.
• Understands principles of auditing, balancing and closing out accounts. Closes out register and credit card terminals for start of new day’s transactions.
• Records all information related to guest wake-up calls into wake-up call log and complete necessary arrangements to ensure that wake-up calls are made on schedule.
• Prepares by 7:00 a.m. each day the Housekeeping and Maintenance Report; listing the status of check-outs, stays-overs, vacant rooms, and out-of-order rooms for the night just ended.

• Ensures guest satisfaction by responding to guest requests, resolving guest complaints, and greeting in-house guests. May be required to investigate guest complaints or respond to guest requests for towels, linens, etc.
• Interfaces with all department managers troubleshooting any potential problems and assisting as needed in the overall Front Desk operations of the property.
• Fills in for Manager on Duty (MOD), Front Desk staff, when necessary; during busy periods, staff shortage, and emergencies/urgent situations.
• Participates in staff/team meetings offering ideas to enhance Front Desk operational procedures and property revenue efforts. May assist Group Sales to solicit for new accounts.
• Functions as MOD during 3^rd shift hours when there is no other manager on property. Responsibly acts on all unusual and/or emergency situations in accordance with property procedures and common sense. Notifies AGM and FOM of any unusual incidents or emergencies which occurred during the shift.
• Performs other duties as assigned by FOM, AGM and/or Senior Leadership or in partnership with other property projects.