Hotel Front Desk Night Auditor (Full Time)

JOB DESCRIPTION

Position Title: Front Desk Night Auditor

Department: Hotel

Employment Classification: Non-Exempt

Position Summary/General Description:

A Front Desk Night Auditor performs front desk clerk duties, the end of day balancing, accounts for daily activity by organizing and verifying information; identifies/corrects discrepancies; and runs/distributes daily reports.

Expectations:

• Adhere to Laguna Development Corporation (LDC) Core Values, Policies & Procedures.
• Act as a role model within and outside the casino.
• Maintain a positive and respectful attitude toward customers and co-workers.
• Consistently report to work on time prepared to perform duties of position.

Essential Duties & Responsibilities:

• Perform night manager and front desk clerk related duties including, but not limited to: process room reservations; check-in/out guests; assign rooms; post charges to guest accounts, make corrections/adjustments as needed; support the PBX operator; handle guest requests, complaints and service recovery issues promptly and professionally; cashier in accordance with front desk cashiering procedures; refer guests to other local hotels when necessary.

• Prepare and process the end of day procedures to include posting room and tax charges, credit card deposit, distribute daily closing financial reports to hotel management and finance department, review and audit all front desk paperwork, and audit all accounts to ensure correct ledger balances for credit card transactions, venue charges and daily charge summaries.
• Maintain flexibility and set priorities on work assignments.

• Develop a thorough knowledge of hotel staff, services, room locations, room types and rates, group business, amenities, surroundings (e.g., gift shop, restaurants, theater, etc.), hours of operation for hotel and casino, p roviding accurate directions and information for guest inquiries about promotions and special events.

• Adhere to departmental policies and procedures, safety rules and health regulations and Pueblo of Laguna Gaming Control Board/Tribal Gaming Regulatory Authority rules and regulations.
• Communicate on a daily basis with the front desk manager, front desk supervisor and the housekeeping department to stay informed on all guest related issues.
• Sell rooms as needed at front desk to reach occupancy goals using yield management.
• Utilize approved ways of improving guest satisfaction and work applications.
• Use discretion and maintain confidentiality when handling sensitive information.
• At all times maintain a courteous, positive and professional working relationship with all LDC personnel and the general public (e.g., coworkers, clients and vendors).
• Maintain a clean, safe, hazard-free work environment within areas of responsibility.

• Train and apportion work among others.

• Assist hotel housekeepers as needed.
• Build relationships and loyalty with guests both in person and on the phone through sincere and meaningful interactions (e.g., learn guests’ names and preferences; connect with them individually and professionally; smile; make eye contact and verbally greet guests from arrival to the property through departure; and provide fast and friendly service to guests).
• Be a team player (e.g., work toward team goals and foster a collaborative and positive work environment; put the team first; assist coworkers; treat all coworkers with kindness, courtesy and respect; never engage in negativity; maintain openness to coaching, learning and improving; receptive to change and willingness to embrace challenges with team-spirit).

• Work under pressure; maintain regular and punctual attendance including working odd and unusual hours, weekends and holidays.

• Participate in LDC meetings and events as scheduled.

• Perform additional duties and responsibilities as necessary or assigned.

Education & Experience

• High School Diploma or GED Certification preferred.

• Two years of relevant work experience in a guest service or related field, preferably in the hospitality, hotel or casino industry.

• Prior night auditor experience preferred.

Licensing & Certification:

• None.

Computer Equipment, Software, Machinery:

• Basic computer skills (e.g., Word, Excel, PowerPoint, Outlook) required.

• Proficient with basic office equipment (e.g., computer, photocopying and faxing).
• Knowledge of OPERA, SafLok, Shift4, Super Play Mate and Micros

Essential Physical Requirements:

• The job requires the ability to hear, stand, talk, turn/twist, walk and repetitively use hands 51-100% of the time.
• The job requires the ability to bend over, crouch/stoop, kneel and reach overhead 25-50% of the time.
• The job requires the ability to push/pull, carry and lift 1-25 lbs. 51-100% of the time.
• The job requires the ability to push/pull, carry and lift 25-50 lbs. and slide transfer 1-25 lbs. 25-50% of the time.

Essential Mental Demands:

• Requires the ability to solve problems, organize, make decisions, interpret data, read and write 51-100% of the time.
• Requires the ability to plan 25-50% of the time.

Supervisory Responsibilities:

• None.

Work Environment (inside/outside):

• The job is performed indoors with frequent exposure to hot/cold temperatures, fumes (e.g., cigarette smoke) and occasional exposure to outdoors.

Other Requirements:

• Must pass a pre-employment alcohol/drug screening.