Junior Night Auditor at One&Only Resorts

Job Summary

• Under the leadership of the Night Manager and the general direction of the Front Office Manager, verifies the accuracy of guest accounts and balancing Departmental charges. 
• With experience in a high quality luxury boutique hotel/resort, the Night Auditor will support the Front Office and Guest Relations team in offering the highest level of customer service and supporting our colleagues to ensure a positive team spirit, supports all property operations, ensuring that the highest levels of hospitality and service are provided. 
• Compile the computerized update and mathematically verify and record all revenue processed for the hotel operation.  The night auditor will also serve our guests in an efficient, friendly and professional manner in accordance with the standards of the One&Only. 
• Manages the flow of questions and directs guests within the lobby, supports the tracking and resolution of service issues.

Key Duties and Responsibilities

Night audit and front office operations

• Balance all daily reports for the Hotel
• Post and balance charges timeously and efficiently
• Prepare restaurant audits to breakdown and balance restaurant figures
• Run various reports – hand written and computerised
• Complete all required night audit forms by shift end and submit to the Accounts Department
• Frequent Communication throughout the shift with Security Patrol.  Administer Directions when required.
• Effectively and completely train all new or relief staff in Night audit procedures
• Operate computer equipment and reservations system.

Front office administration

• Maximum room occupancy and yield is ensured in line with the standards policy on rates and overbooking.
• The guest list and other required information is updated and copies sent to the appropriate departments, i.e. Housekeeping, Restaurants, In-Room Dining, Bar, Resort Manager, etc.
• Close liaison is maintained with the Housekeeping department on check-outs, room moves, forecast occupancies, etc.
• Any faults or defects are reported to the Maintenance department.
• The Colleague is fully familiar with the room types, applicable rates, discount and rates structures and rate policies.

Front office billing and cashiering

• All charges are correctly entered onto the guest’s folio and that this is kept up to date at all times.
• Credit control procedures are strictly adhered to, that no bills exceed the stipulated limit without prior approval from the Managing Director.
• Foreign currency is exchanged for resident guests in accordance with the hotel’s procedures and policies.
• All dockets and correspondence pertaining to guest ledger accounts are attached to the guest folio before being sent to the Accounts department.
• The float, cash and credit card takings for the shift are balanced and the necessary cashier reports completed.  Declares any overage or shortage on this report.  Counts and checks floats ready for handover.

Switchboard operation

• All incoming calls are answered with a high degree of courtesy according to the set standards that will project the desired image of the hotel and such calls are re-directed to the person or department requested.
• Assistance, when required, is given to guests to make international calls or to obtain information.  All guest enquiries, requests or complaints, where immediate assistance cannot be given, are directed to the Front Office Manager or Executive Manager.
• All requests for wake-up calls are accurately recorded and ensure such wake-up calls are initiated as requested, in a courteous manner.
• The employee demonstrates his/her knowledge of procedures and actions to be taken when a doctor, ambulance, fire or any other emergency call is requested or emergency procedure is initiated.

Interpersonal relationships

• Subordinates and other members of staff are dealt with in a polite and helpful manner at all times.
• Essential information required by the organization is accurately communicated to the appropriate personnel and any differences of opinion with other members of staff are dealt with in a manner that maintains goodwill and respect and avoids offence and conflict.
• Management is kept informed in an appropriate level of detail about activities, progress and results and information and advice on matters within allocated area of responsibility is sought from supervisor when necessary.
• Instructions from management are treated constructively and acted upon.

Guest satisfaction

• Guests are dealt with in a polite and friendly manner.
• Guest needs and requirements are anticipated and acted upon as soon as possible and guest queries and requests are dealt with promptly and efficiently.  Requests outside area of authority are referred immediately to an appropriate person and requests are followed through to ensure guest satisfaction.
• Dissatisfied guests are acknowledged immediately and attended to without delay.  The guest is assured that the complaint will receive immediate attention and such complaints are resolved within the individual’s ability or are referred to the appropriate person.  Complaints are followed up where appropriate to ensure a satisfactory action is taken.
• All complaints are recorded on a glitch and sent to the relevant parties on the set email listing to ensure that it is communicated to everyone involved.

General duties

• The above Job Description identifies the key areas of responsibility of the position and is not an all-encompassing description of duties and tasks.  The Job Description may be subject to review from time to time.
• The employee will be required to perform similar such duties or tasks in any area of the hotel as may be designated by Management from time to time.
• The employee will be required to attend training courses as required and continually strive for the improvement of own knowledge and skills.
• The employee will be required to be familiar with the hotel policy on fire, hygiene, health, safety and emergency evacuation and that all staff in the department participates in fire and emergency drills.
• The employee will be required to adhere to and have a complete understanding of the employee handbook and adhere to the regulations contained within.
• The employee will be required, at all times, to maintain a high standard of personal appearance and hygiene and ensure that dress and attire meet with the hotel’s requirements and do not detract from the desired image of the hotel.
• The employee will, at all times, be required to render the highest level of courtesy and service to hotel guests even where such service may fail beyond the main duties or scope of this position.

Education or Certification

• Must be computer literate, knowledge of MS Office, Excel and Opera is essential.
• Must be able to work well with limited supervision and under pressure and be able to multi-task.
• Must have experience as a Night Auditor in a five star environment for a minimum of 2 years.
• Cashiering experience is essential.
• Have an ability to satisfactorily communicate in English with guests, co-workers and management to their understanding. European language skills will be advantageous
• Business or Management qualifications are desirable