Night Auditor

Job Description

Job Description

JOIN OUR AT&T HOTEL AND CONFERENCE CENTER NIGHT AUDIT TEAM! HOOK 'EM!

Principle Responsibilities & Position Purpose :

Greets and registers guests, providing prompt and courteous service.  Checks guests out of the hotel.  Resolves guest challenges throughout their stay in our hotel.  Promotes hotel services, amenities and up sells products to the guests.  Answers hotel telephone and directs call to appropriate extension or room.  Clearly communicates with guests regarding hotel information and emergencies.  Represents the Management in their absences and ensures the maintenance of our PLATINUM SERVICE Standards in all Guest areas

ESSENTIAL FUNCTIONS

• Ability to work overnight, 11pm – 7am.
• Completes the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate.  Makes appropriate selection of rooms based on guest needs.  Codes electronic keys.  Non-verbally confirms the room number and rate.  Provides welcome packet containing room keys, tokens of our appreciation, gifts, etc. to guest.
• Ensures rooms and services are correctly accounted for within guest statement. Properly accounts for services provided by the hotel.  Assists guests with check out payments or charges.  Accepts and records vouchers, credit, traveler’s checks, and other forms of payment.
• Greets customers immediately with a friendly and sincere welcome. Uses a positive and clear speaking voice, listens to understands requests, responds with appropriate action and provide accurate information such on outlet hours, special VIP programs, events, etc.
• Receives special requests from guests, and responds appropriately or forwards requests to appropriate team members for decisions and actions.
• Promptly answers the telephone and email inquiries. Inputs messages into the computer and advises other team members of special guest needs. Retrieves messages and communicates the content to the guest. Retrieves mail, packages and facsimiles or other special items for customers as requested.
• Fields guest complaints, conducting thorough research to develop the most effective solutions and negotiate results. Listens and extends assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc. Remains calm and alert especially during emergency situations and heavy hotel activity.
• Answers calls originating from external and internal sources.  Directs caller to appropriate extension or room. Verifies last name of guest for all room calls.  Assists guests with directions or other required information. Directs hotel staff to assist guests, upon request.  Communicates to callers in a clear and concise manner.  Inputs / writes messages using proper grammar and spelling.  Verifies names and telephone numbers.
• Properly handles all incoming urgent matters or emergencies for the guests and hotel.  Works with hotel management and / or security in order to calmly direct appropriate action.  Appropriately documents all emergencies.

IF Night Manager is off, the following may be required :

OTHER DUTIES

Assimilate into The AT&T Hotel & Conference Center Family PLATINUM SERVICE culture through understanding, supporting and participating in all elements of PLATINUM SERVICE. Demonstrate working knowledge of the service standards.

Regular attendance in conformance with the standards, which may be established by Flik from time to time, is essential to the successful performance of this position.

ORGANIZATIONAL RELATIONSHIPS

Positions indirectly reporting to this position (titles) :

SPECIAL QUALIFICATIONS

QUALIFICATION STANDARDS

EDUCATION

High school degree required.

EXPERIENCE LICENSES OR CERTIFICATES

Previous experience in Front Office Operations preferred.

No special licenses or certificates required.

The Benefits working at AT&T Hotel and Conference Center for FLIK / Compass :

We are owned by UT Austin and managed by Compass Group North America, a diversity growth-oriented organization. Our goal is to improve the quality of work life by using fair and consistent treatment and providing equal growth opportunities for ALL associates. EOE & AA Employer M / F / D / V.

AT&T Hotel and Conference Center participates in E-Verify. Applicants must have valid and legal work authorization in the United States.

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