Job Description

Job Overview:
We are seeking a dedicated and experienced Resort Night Auditor to join our team. As the Night Auditor, you will play a crucial role in ensuring the smooth operation of our resort during nighttime hours. Your primary responsibilities will include managing the financial aspects of the resort, ensuring the safety and security of both staff and guests, and providing exceptional customer service.
Key Responsibilities:
Financial Management:

• Balance all daily cash ups to ensure accuracy.
• Verify all revenue is properly charged and accounted for.
• Allocate deposits correctly and reconcile any discrepancies.
• Monitor guest account limits to prevent overspending.
• Ensure all guest dockets are signed and charges applied accurately.

Safety and Security:

• Monitor and ensure the safety of staff and guests during the night.
• Manage any crises or emergencies that may arise effectively.
• Handle guest feedback and address any issues or complaints promptly.

Property Management:

• Safeguard all areas of the resort by locking doors and securing premises.
• Ensure all keys are signed in and accounted for at all times.
• Conduct regular patrols to maintain security protocols.

Guest Check-In and Check-Out:

• Welcome guests upon arrival, check them in, and provide information about the resort's facilities and services.
• Assist guests with the check-out process, finalise payment transactions, and address any final requests or concerns.

Welcome and Greet Guests:

• Provide a warm and friendly welcome to guests upon arrival.
• Assist with check-in and check-out processes efficiently and accurately.

Reservations Management:

• Manage room reservations, including bookings, cancellations, and modifications to ensure accurate and up-to-date guest information.
• Work closely with the reservations team to maximise room occupancy and revenue.

Guest Services:

• Respond to guest inquiries, requests, and complaints promptly and professionally, providing personalised assistance and solutions as needed.
• Arrange for special services or amenities for guests, such as restaurant reservations, transportation, or special requests.

Information and Assistance:

• Provide guests with information about local attractions, dining options, events, and activities to enhance their experience during their stay.
• Assist guests with directions, transportation arrangements, and any other information they may require.

Guest Relations:

• Build positive relationships with guests by anticipating their needs, addressing their concerns, and exceeding their expectations.
• Handle guest feedback and complaints with empathy and professionalism, taking appropriate action to resolve issues and ensure guest satisfaction.

Administrative Tasks:

• Maintain guest records, reservation logs, and other administrative documentation accurately and confidentially.
• Assist with billing, invoicing, and financial transactions as needed.

Communication:

• Answer phone calls, emails, and in-person inquiries, directing them to the appropriate departments.
• Relay messages and information to guests and staff members as needed.

Collaboration:

• Coordinate with other hotel departments to ensure smooth communication and guest services.
• Work closely with housekeeping to manage room turnovers and ensure cleanliness standards.

Security and Safety:

• Maintain a secure and safe environment by monitoring guest access and following safety protocols.

Upselling:
Promote hotel amenities and services to guests, encouraging additional bookings or purchases.
Qualifications and Experience:

• High school diploma or equivalent is typically required.
• A degree or certification in hospitality management, accounting, finance, or a related field is an advantage.
• Previous experience in a similar role, such as night auditing, front desk operations, or financial management in a hospitality setting.
• Experience in customer service, cash handling, and accounting is beneficial.