Position available: Reception / Night Auditor

Department: Front Office

Reports to: Front Office Manager

Application (Short CV) to: [email protected]

Position Summary:

As front office night auditor you are responsible for providing a friendly, welcoming and efficient service to all our hotel guest, in line with the Lanzerac Hotel & Spa vision and values on customer satisfaction.  In addition to this you will check the accounting records for accuracy and, on a daily basis, summarizes and compiles information for the hotel’s financial records. Tracks room revenue, occupancy percentages, and other front office operating statistics as required.

The Goal of Front Office Night Auditor:

  • Must exhibit an excellent service attitude and be willing to go out of their way to accommodate the guests and exceed their expectations.
  • Must be flexible and able to adjust to meet the changing needs of guests.
  • Must maintain a level of professionalism and communicate effectively.
  • Must show enthusiasm for the job, front office and the hotel.
  • Must be considerate, patient and willing to help out fellow employees.
  • Must have a good self-image and be able to command the respect of the employees.
  • Must be able to tolerate pressure and work calmly and efficiently during busy times.
  • Must handle guest complaints according to policies and procedures.
  • Possess the highest work ethics, personal morals and honesty beyond reproach.

Knowledge and Abilities:

  • Exceptional language/communications skills – verbal and written
  • A friendly and welcoming approach
  • High standards of dress and presentation
  • Ability to remain calm during difficult situations or in a very busy environment
  • The ability to work unsupervised
  • Excellent interpersonal skills, including a pleasant telephone manner
  • Good administrative skills and the ability to use email and booking systems / OPERA knowledge
  • Good team working skills.
  • Strong work ethic
  • Flexibility
  • Excellent organization skills
  • Previous hotel reception/night audit experience
  • Previous customer service experience
  • Previous experience in hospitality
  • Experience in OPERA

Key Duties and Responsibilities:

  • Posts room charges to guests accounts as required.
  • Post charges to the guest accounts that have not been posted or were incurred on the night audit shift.
  • Transfer charges and deposits to master accounts.
  • Checks to see that all charges are assigned to the appropriate departments.
  • To verify that all transactions performed at the front desk are supported by documentary evidence and signatures as necessary and that they have been correctly posted and allocated in to PMS system.
  • To Verify that all charges posted from the POS Software, SPA software had reached the correct guest folios and also not missing.
  • Verifies all account postings and balances.
  • Verifies that room rates are correct and posts those rates to guest accounts.
  • Monitors the current status of coupon, discount, and other promotional programs.
  • Open and extend PM/PS accounts where and when needed.
  • Monitors postings to Master accounts and ensure that receipts are on file for all charges on PM/PS/PO accounts.
  • Run Micros and OPERA end of day procedures and report any challenges that may arise during the process.
  • Is able to function as a front receptionist especially in terms of check-in and check-out procedures.
  • Tracks room revenues, occupancy percentages, and other front office statistics.
  • Prepares a summary of cash, check, and credit card activities.
  • Summarizes results of operations for management.
  • Check figures, postings, and documents for accuracy. Record, store, access, and/or analyze computerized financial information.
  • Follow the End of Day / Night Audit Checklist.
  • Must have complete knowledge of emergency procedures.
  • Balance the day’s charges, making corrections as necessary.
  • Performs wake-up calls.
  • Understand principles of auditing, balancing, and closing out accounts.
  • Respond to guest needs, special requests and complaints and alert the appropriate manager as needed
  • Assist with room service deliveries where required.
  • Post transfer charges for the specific day and ensure that it balances.
  • To undertake any other ad-hoc duties relevant to the post as and when required.

Receptionist duties also relevant to Night Auditor:

  • To undertake front of house duties, including meeting, greeting and attending to the needs of guests, to ensure a superb customer service experience.
  • Check-in and check-out of arrival guests/groups
  • To build a good rapport with all guests and resolve any complaints/issues quickly to maintain high quality customer service.
  • To deal with guest requests to ensure a comfortable and pleasant stay.
  • To assist in dealing with customer complaints in an effective and courteous manner, providing or seeking solutions as quickly as possible.
  • To be responsible for accurate and efficient accounts and guest billing processes.
  • Stay current and up to date with all hotel services as well as daily VIP requests and special events.
  • Ensure orderliness and safety guidelines around the lobby and front door areas.
  • To undertake general office duties, including correspondence, emails, filing and switchboard, to ensure the smooth running of the reception area.
  • To administer all routes of reservations to ensure that room bookings are made and recorded accurately.
  • To ensure that all reservations and cancellations are processed efficiently.
  • To keep up to date with room prices and special offers to provide accurate information to guests.
  • To assist with concierge related duties such as arranging transfers, excursions etc for guests.
  • To report any maintenance, breakage or cleanliness problems to the relevant manager.
  • To administer the general petty cash system and float in an accurate manner.
  • To undertake all training as required (eg, first aid, health and safety, customer service).
  • To adhere to all fire safety test procedures and to assist in the evacuation process in the event of fire.
  • To undertake any other ad-hoc duties relevant to the post, as and when required.