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Night Auditor

4 weeks ago

Plymouth, United Kingdom Plymouth Central Hotel Full time

Under the direction of the Front of House Manager and within the limits of the Hotel Policies and procedures, to oversee and direct all aspects of Night Audit, Switchboard and Front desk. Responsible for offering a welcoming and seamless check in/check out for all guests, manage incoming calls, enter bookings into our PMS system, deal with general enquires, promote the hotel’s facilities and services in a positive way whilst optimising every opportunity to up sell at night. Communicate with all departments. You must have the ability to work well as a team or alone, be flexible in working shift patterns. Ability to work under pressure and remain calm at the first point of contact. Attention to detail to ensure all information is communicated and recorded correctly.

JOB FUNCTIONS:

- Completion of guest check-in and check-out procedures at night
- Completion of night audit procedures ensuring accurate and efficient accounts and guest billing processes.
- Identify and report any IT night audit issues for resolution.
- Demonstration of exceptional custom service at all times
- Dealing with guest enquiries and queries in a timely and efficient manner
- Cash handling and correct cash reconciliation.
- Ensure that the correct payment methods are used by guests.
- Solving minor complaints on the spot as and when they arise and ensuring escalated complaints are handed over to management.
- Relaying important information to other team members and importantly the Front Office Manager and Duty Manager.
- Up selling where possible to maximise room occupancy and use of hotel services/facilities.
- Compliance with the hotel’s rules and regulations at all times
- Working closely alongside all other departments to ensure excellent communication and be proactive in assisting other departments as required.
- Knowledge of the hotel and surrounding area that can be offered to guests as and when required.
- To assist in keeping the hotel reception area clean and tidy always
- Administer all routes of reservations to ensure that room bookings are made and recorded accurately.
- Report any maintenance, breakage or cleanliness problems to the relevant manager.
- Undertake any training offered to improve skills or gain qualifications as required.
- Adhere to all fire safety test procedures and to assist in the evacuation process in the event of fire.
- Co-ordinates and controls the fire team in the event of an evacuation and ensures emergency services are called where necessary.
- Monitors the personnel in your department to ensure guests receive prompt attention and personal recognition.
- Establishes and maintains effective and positive relationships with the team members.
- Maintains appropriate standard of conduct, dress, hygiene, uniform and appearance of all-night staff.
- Responsible for night security of the building ensuring regular floor walks of the building are carried out and any incidents are acted upon and recorded in line with hotel procedures and policies.
- Undertake any other ad-hoc duties (housekeeping and breakfast service work) as and when required.
- Working shift pattern from 11.00pm 7.00am - or as required, working 4 nights on and 4 nights off over 7 nights including weekends and bank holidays according to Hotel Business.

**Job Types**: Full-time, Permanent

**Salary**: £11.60 per hour

Expected hours: 24 - 32 per week

**Benefits**:

- Company pension
- Discounted or free food
- On-site parking

Schedule:

- 8 hour shift
- Night shift

**Experience**:

- Hotel & Accommodations Guest Services Staff: 1 year (preferred)
- Customer service: 1 year (preferred)

Work Location: In person

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