Night Auditor - AmishView Inn & Suites

Serving Lancaster County Since 1929!

Few companies can claim over 95 years in business, but we can at Thomas E. Strauss, Inc. We owe our ongoing success to our exceptional staff and solid management team who are dedicated to an excellent guest experience.

Here is your opportunity to be part of a dedicated team at Thomas E. Strauss, Inc.

Our business is booming, and we are seeking outstanding team members who take pride in their work, and ownership of the position to ensure we are living up to our high standards and providing a friendly guest experience.

What we expect from you:

• A friendly, professional demeanor toward coworkers and guests after all, our mission is to make people feel valued. We expect that of you, and we do our best to make YOU feel valued as well!
• Self-starter who owns the responsibilities of the role.
• A commitment to show up on time for every shift - ready to work hard alongside your team members.
• Your dedication to our values of diversity, integrity, excellence, accountability, community, and especially your willingness to have FUN!

Heres what we offer to you:

• Competitive pay.
• Excellent benefit package and employee perks.
• Ability to earn unlimited employee referral bonuses.
• Ability to work in other business units within the hospitality group to make extra cash or gain new work experience. The more you know, the more you grow!
• A work-to-live not a live-to-work workplace!

Our Mission: Make people feel valued.

Our Values: Diversity, Integrity, Excellence, Accountability, Community and FUN!

Thomas E. Strauss, Inc., is a local family-owned hospitality group. Our businesses include Millers Smorgasbord, Millers Bakery, The Quilt Shop at Millers, Locally Made Food Shop, Annas Gifts & Sundries, Plain & Fancy Farm, AmishView Inn and Suites, Smokehouse BBQ and Brews, and Plain & Fancy Country Store.

Position Summary

The Night Auditor is responsible for overseeing front desk operations and guest service requests overnight to ensure that the highest quality standards are met at all touch points. Assists in and is responsible for first and lasting guest impressions to offer resolutions on guest matters during the overnight hours. Shares responsibility for clear communication with guests and informing hotel operations of services requiring attention. The Night Auditor is responsible for running end-of-day reports for the hotel and company.

Essential Duties and Responsibilities

• Greet and interact with guests while presenting a welcoming smile and friendly disposition.
• Perform all guest check-in and check-out procedures. Make reservations/cancellations via phone, email or in person.
• Become proficient in operating property management system and third-party booking sites.
• Accurately describe guest rooms and impart important hotel information to guests.
• Actively anticipate and address guests needs. Alerts appropriate departments and front desk management team about any unresolved special requests.
• Resolve any problems and complaints in a timely and efficient manner and elevate complaints to on-call hotel management.
• Communicate guest comments to drive improvements and increase guest satisfaction to front desk management team.
• Deliver towels, blankets, pillows, etc. to guest rooms and to make up an occasional sofa bed.
• Provide information to guests on restaurants and local attractions.
• Perform duties on the Night Audit Checklist.
• Perform administrative duties which include end-of-day reporting and distributing to designated management personnel.
• Review guest comments for future reservations to accommodate requests and/or proactively alert front desk leadership if requests cannot be honored.
• Set up breakfast area following guidelines from kitchen manager and wrap silverware.
• Ability to act and follow excellent safety and emergency procedures as the central point of contact.
• Develop and maintain a positive relationship with all hotel team members.

Minimum Qualifications (Knowledge, Skills, and Abilities)

• Availability of working overnight on Fridays and Saturdays and weekdays as needed for front desk coverage. Typical shift 11pm-7am.
• Previous experience in hospitality or customer service preferred but not required.
• Must have a guest first mentality and a strong ability to ensure a high-quality guest experience.
• Display a positive, professional appearance and friendly demeanor at all times.
• Excellent people skills with the ability to interact with guests, all levels of management and employees and ability to smile over the phone.
• Strong communication skills and detail-oriented; Demonstrates a consistent level of accuracy and thoroughness in tasks and communication to guests and co-workers.
• Ability to problem solve, prioritize and think on ones feet.
• Ability to work independently, taking initiative with completion of administrative work.
• Computer skills required.
• Highly dependable with a history of consistent attendance and punctuality.
• Language skills: Fluent knowledge of the English language; including the ability to read and interpret written information and speak and understand verbal communication.
• Must have a high school diploma or equivalent.

Physical Demands and Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions.

While performing the duties of this job, the team member will be regularly required to perform physical activity that includes moving about the work area, walking, standing, sitting, bending, reaching with hands and arms, lifting, pushing, pulling, talking, hearing and smelling. The team members will be occasionally required to stoop, kneel, or crouch. He or she is required to have the visual acuity to determine the accuracy, neatness, and thoroughness of the work assigned. The team member will be required to lift, push, pull, lower and/or move up to 10 lbs. frequently, and up to 50 lbs. occasionally.

Note

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an at will relationship.

Reviewed 12/02/2024