Night Auditor

Job Summary

We are seeking a highly skilled and detail-oriented Night Auditor to join our team at Accor. As a Night Auditor, you will be responsible for ensuring the smooth and efficient operation of our hotel's overnight activities.

Main Responsibilities

• Ensure all guests are attended to promptly and efficiently in a professional manner.
• Update guest information using our Guest History system.
• Action all diary events, flags, and specials.
• Pass on guest mail, messages, and parcels promptly.
• Liaise with Housekeeping on room and lost property information.
• Be aware of daily worksheet and ensure its use.
• Complete guest registration forms accurately and update computer records.
• Ensure accurate account postings and necessary paperwork.
• Perform an accurate cashiering balance at the end of shifts.
• Maintain security procedures according to policy.
• Complete Express Check out envelopes.
• Maintain security boxes and run them according to security procedures.
• Report any safety hazards in the area.
• Handle complaints promptly and efficiently.
• Attend and participate in meetings and training sessions.
• Perform other duties requested by the Night Manager.
• Provide a correct welcome to all callers and guests.
• Offer guest valet parking if required.
• Complete audit tasks as specified by the Night Auditor's checklist.
• Answer incoming calls promptly.
• Distribute reports.
• Handle cash and credit with related paperwork.
• Assist staff with inquiries and seek assistance if unsure.
• Process wake-up calls.
• Pass on necessary information to the oncoming shift.
• Report any failures or inconsistencies noticed during shift to the Night Manager.
• Demonstrate competency in all duties as required for the position.
• Follow property procedures for grooming, performance, and conduct standards, occupational health and safety, emergency procedures, and all other property policies and procedures.
• Perform other duties within the employee's range of competence as required by management.
• Ensure the safety and security of the property and the smooth operation of the hotel's overnight activities.
• Perform night security rounds.

Talent & Culture Responsibilities

• Assist the Department Management Team in establishing on-going On Job Training Programs within the department to meet Brand and Service Standards.
• Induct new staff into the team, department, and hotel in the first week of their employment following guidelines.
• Openly communicate with staff, ensuring regular briefings occur and all relevant information is passed on.

Health & Safety

• Notify your Manager of any reason you may not be capable of performing your tasks safely.
• Participate in workplace consultation on matters pertaining to Workplace Health and Safety.
• Comply with safe work practices by following Accor Health, Safety, and Environment policies.
• Ensure all equipment is kept in good working order and used only for the purpose for which it was intended.
• Attend and actively participate in all WH&S training required of you by the Hotel.
• Report any health or safety hazards, incidents, and injuries to your Manager/Supervisor or Manager on Duty as soon as possible.
• Participate and contribute to the risk assessment process when requested by your Supervisor/Manager.
• Work cohesively in conjunction with the hotel's rehabilitation program, as required.
• Maintain standards of hygiene for food handling and presentation as prescribed by council/legislative regulations.
• Be fully conversant with departmental fire and evacuation procedures.
• Be responsible for the security of people and property in the area under your remit.
• Implement the Night Security policy, ensuring the property is secure, and the hotel walk happens consistently, and any issues reported.
• Check the security of guests and their properties, make regular security rounds of the hotel on floors, garage, and technical areas.

Security

• Have a full working knowledge of all areas of the hotel.
• Be aware of all fire and emergency procedures and the workings of the fire panels and all other security and technical equipment.
• Visit the F&B outlets, gym, and garage upon arrival.
• Patrol all areas of the hotel on a regular basis and report any fire or H&S hazards or maintenance problems.
• Lock linen rooms after 10 pm and open them for Brooks (linen company).
• Collect breakfast cards by 4:30 am and give them to the kitchen.
• Turn off lights in the gym and have them on by 6 am.
• Carry out other hotel security procedures.

Room Service

• Ensure orders are taken correctly.
• Food is prepared safely.
• Food is served within 30 minutes.
• Kitchen is left tidy.
• Early breakfasts are prepared and delivered on time.

Systems & Procedures

• Log and inform your Manager of any system problems. Suggest any improvements that could be made to improve existing systems and procedures.
• Follow policies and procedures outlined in the Accor Brand Standards Manual, Departmental Service Standards/Procedures Manual, and Accor Policy Manuals.
• Complete all duties and ensure a concise handover.

Customer Relations

• Provide efficient, friendly, and professional service to all guests.
• Lead by example when attending to guest requests. Show efficiency in constantly striving to provide Total Customer Satisfaction.
• Take initiative to ensure that interactions with our customers (internal or external) are positive and productive. Call the Manager on Duty if difficulties arise.
• Work together with trust so that colleagues and management meet the goals of the department/Hotel.
• Treat customers and colleagues from all cultural groups with respect, sensitivity, and transparency.
• Take every opportunity to be a 'salesperson' by active selling of special promotions and facilities available within the Hotel.
• Implement the Accor values and Accor customer vision to 'Offer the Best Service to Our Customers'.

Other

• Take responsibility to ensure all required tasks are completed accurately and within given time frames.
• Participate in scheduled training and development programs provided by the Hotel to improve self and department standards and attend departmental meetings as required.
• Abide by Accor policy on EEO and Harassment in the workplace.
• Ensure wherever possible that employees are provided with a workplace free of discrimination, harassment, and victimization.
• Follow property procedures with respect to grooming, performance, and conduct standards, occupational health and safety, emergency procedures, and all other property policies and procedures as detailed in the employee handbook/department procedure manuals/company policy manuals.
• Ensure Hotel, Customer, and Staff information or transactions are kept confidential during or after employment with the company.
• Any other reasonable request within your range of competence as required by your Supervisor or Hotel Management.
• As part of Accor's ongoing commitment to quality customer service, you may be monitored and recorded.

Hygiene/Personal Safety/Environment

• Ensure the workplace remains clean and tidy.
• Know and ensure application of the hotel's security regulations (in case of fire, etc).
• Ensure the safety of people and property in the hotel.
• Respect the hotel's commitments to the 'Environment Charter' (saving energy, recycling, sorting waste, etc).
• Ensure the building is secure and that the floor work is carried out consistently and any issues reported.
• Maintain standards of hygiene for food handling and presentation as prescribed by council/legislative regulations.
• Comply with safe work practices by following Accor Health, Safety, and Environment policies.
• Comply with Liquor licensing requirements.