Night Audit Agent

Job Locations US-NC-Charlotte
Posted Date 4 days ago(2/19/2018 9:09 AM)
Requisition ID
2018-22332
# of Openings
1
Category (Portal Searching)
Front Office Operations

Location

Charlotte Hotel

 

Charlotte

 

The Omni Charlotte Hotel envelopes you in comfort with a touch of genuine North Carolina hospitality. Centrally located in the heart of Charlotte’s financial district, the AAA four-diamond hotel is the perfect destination for convenience to area businesses or to explore countless attractions. Linked to 12 city blocks via sky bridge, the Omni Charlotte Hotel is moments away from the Blumenthal Performing Arts Center, Discovery Place, the Charlotte Convention Center, and the EpiCentre entertainment district.

 

Omni Charlotte’s associates enjoy a dynamic and exciting work environment, comprehensive training and mentoring, along with the pride that comes from working for a company with a reputation for exceptional service. We embody a culture of respect, gratitude and empowerment day in and day out. If you are a friendly, motivated person, with a passion to serve others, the Omni Charlotte Hotel may be your perfect match.

Job Description

To oversee and coordinate all night time front desk and audit functions, execute computer maintenance requirements, and ensure all financial transactions for the day are verified and balanced.

Responsibilities

  • Preparation of daily reports and distribution as directed.
  • Accurate preparation of VIP, complimentary, house use rooms, and out of order lists.
  • Conduct back up procedures for Epitome and drop tape nightly.
  • Handling Express checkouts ensuring their completion.
  • Completion of  third shift Night Audit checklist
  • Balancing of daily postings and revenue.
  • Ensure adequate communication the following morning to all necessary departments by communicating through “Wrap-Up” emails.
  • Understanding of all front office standards and assist in solving deficiencies.
  • Documenting errors made by cash handling auditors.
  • Prepare In-house allowance and adjustment spreadsheets each day.
  • Prepare and send out the DAR to appropriate team members.
  • Balancing of daily posting and revenue, and resolution of inaccuracies.
  • Ensuring nightly transmission of credit cards through IPU and Epitome.
  • To be thoroughly acquainted with all check-in and check-out procedures and policies.
  • To be a main liaison between guest and the hotel.
  • To appropriately protect confidential guest information and guest room key access according to front office SOP’s.
  • To be thoroughly acquainted with PBX Operator duties.
  • Be familiar with emergency procedures and Alarm System in the PBX department.
  • Be familiar with guest scenarios and follow-up on all guest requests and concerns, effectively
  • Adhering to the service recovery process.
  • To be thoroughly knowledgeable of all Front and PBX Moments of Service scenarios, and execute to standard.
  • Be familiar with all systems and equipments as related to the Front Office (EPITOME, Nucleus, GoConcierge, Synergy, Vingcard Vision, Two-Way Radio Dispatch, ISD Firepanel )
  • Be familiar with all hotel rate plans and rate codes, understanding rate strategy when making rate changes for guests.
  • Be familiar with all hotel amenities (to include Wireless Internet, Select Guest Program, Frequent Flyer Mileage Program, Laundry  Services, and Omni Kids Program)
  • To be familiar with all hotel facilities (F&B outlets, Business Center, Fitness Center, Concierge Lounge, Outdoor Pool, Meeting Space, Parking Garage)
  • To be familiar with the inter-relationship between the different departments (to include PBX, Guest Services, Housekeeping, F&B outlets, Banquets, Sales, Engineering and Purchasing)
  • To be familiar with local attractions and businesses (to include Charlotte Athletic Club, Museums, Restaurants, BOA Plaza, Epicenter, Malls)
  • Understand and perform cash handling processes.
  • Understand the importance of our Medallia scores.
  • Maintain Four Diamond Standards of guest service
  • Proper phone etiquette; answering the phone with a smile in your voice
  • Aid guests in locating other areas of the hotel (walk them to destination if possible)
  • Familiarity with parking validation procedures and Good Night’s Rest Policy
  • Follow all company safety and security policies and procedures; report accidents, injuries, and unsafe work conditions; complete safety training and certifications.
  • Follow all company policies and procedures; ensure clean uniform and professional personal appearance; maintain confidentiality of proprietary information; protect company assets.
  • Effectively operate computer, printer, telephone, pen/pencil, photo-copying machine, facsimile machine, two-way radio  
  • Be pleasant, smile and greet all guests, using surnames when obtained
  • Be actively engaged with our guests. Identify the needs of our guests and meet these needs, aiming to exceed expectations at every opportunity.
  • Deliver personalized, memorable guest experiences by utilizing the Power of One
  • Perform other duties | special projects as assigned by Front Office Management

Qualifications

  • Excellent customer service and problem solving skills
  • Must have strong communication, computer and organizational skills
  • Maintain a professional business appearance, attitude, and performance
  • Prior guest service experience required, preferably hotel front office experience
  • Must be able to work a flexible overnight schedule, including weekends and holidays. 
  • Must be able to move, lift, carry and push/pull objects weighing up to 30 pounds without assistance.
  • Must live within 100 miles of the recruiting area. 

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