Night Auditor

  • Type: Full-Time
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The Hotel Night Receptionist, positioned at the frontline of hotel operations, plays a crucial role in ensuring a pleasant and seamless experience for guests, specifically during the nights.

Responsibilities

  • Greeting and welcoming guests and hotel visitors with a smile, acting as the first point of contact for guests, offering a warm welcome.
  • Handling guest check-ins and check-outs efficiently, including managing reservations, issuing access cards, and providing room assignments.
  • Addressing guest queries and concerns, providing accurate information about hotel services, facilities, and local attractions.
  • Answering internal and external calls promptly and diverting them to different departments, as required.
  • Booking reservations and replying to reservation inquiries of guests via the phone in the absence of the reservation agents.
  • Ensuring that all guests are well informed about the property facilities and services and relevant opening times.
  • Serving as a liaison between guests and other hotel departments (like housekeeping or maintenance) to fulfil guest requests and resolve issues.
  • Making sure the lobby is neat and tidy.
  • Performing duties such as managing bookings, preparing bills, and handling payments. Maintaining accurate records of guest accounts and bookings.
  • Ensuring accurate and timely handover is given to the following shift/s.
  • Logging all guest complaints to the GES.
  • Counting cash float and handing cash float over to the next shift.
  • Dealing with emergencies or unexpected situations, such as booking errors or guest complaints, in a calm and professional manner. Informing the duty manager about guest complaints when you require assistance to resolve them.
  • Promoting additional hotel services or upgrades when appropriate, enhancing guest experiences and contributing to the hotel’s revenue.
  • Attending work punctually, in complete uniform and well groomed.
  • Ensuring all departure and arrivals are prepared for the next day.
  • Closing night audits/reports during night shifts.
  • Ensuring all reports are prepared and given to specific departments (for example, F&B Report & HSK Report).
  • Ensuring virtual credit cards are charged accordingly and coordinating with the reservations department regarding any credit cards that have not been charged.
  • Ensuring that all transportation and early morning requests are prepared.

Requirements

  • Previous experience in customer service, sales, or a related field will be considered an asset.
  • Excellent communication and customer service skills.
  • Possess a strong focus on customer satisfaction, with the ability to maintain patience and professionalism under pressure.
  • Attention to detail and precision in handling bookings, billing, and guest information.
  • Excellent organisational abilities.
  • Proficient in reservations software and Microsoft Office applications.
  • Multilingual abilities will be considered an asset.
  • Friendly and patient and able to handle stressful situations.
  • Working night shifts, including weekends, and holidays, as the hotel operates round the clock.
  • Capable of working on own initiative and in a dynamic and fast-paced environment.
  • Be capable of using MS Word / Excel / Projects and the MS Office package.
  • Be a problem solver.
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