Night Auditor in Nashville, Tennessee at Fairlane Hotel

Job Summary
The Night Auditor ensures smooth overnight hotel operations by providing excellent guest service, managing front desk duties, and reconciling daily transactions to prepare for the next business day. This position is ideal for someone who is detail-oriented, dependable, and comfortable working independently during overnight hours.

Job Responsibilities
-Ensure high-quality and efficient guest registration, obtain proper method of payment, conduct credit-limit checks, follow billing instructions, conduct follow-up courtesy calls
-Courteously and accurately answer inquiries to telephone and in-person inquiries regarding reservations, hotel information, and guest concerns
-Demonstrate a commitment to providing a warm, anticipatory service to exceed the needs and expectations of all guests
-Deliver outstanding guest services for all incoming calls and general inquiries
-Maintain all back-office related equipment and a par stock of supplies
-Provide service recovery options to ensure guest satisfaction
-Process guest requests for wake-up calls
-Screen calls and other requests relating to placing and receiving telephone calls
-Advise guest of any messages received via voicemail, mail, and send to room if required
-Answer, record, and process all guest calls, requests, questions, or concerns
-Log all requests or issues
-Establish and maintain open, collaborative relationships with associates and fellow departments
-Maintain an attentive, friendly, helpful, and courteous demeanor to all guests, managers, and other associates
-Participate in pre-shift meetings
-Maintain and review shift reports, review arrivals, departures, daily events, groups in-house, service recovery guests and conduct proper follow-up
-Review all profile details of incoming arrivals and departing guests, address all requests and service recoveries; communicate to other departments any special requests
-Maintain all front desk related equipment and a par stock of supplies
-Ensure work area and lobby cleanliness is maintained at all times
-Maintain a presence in the lobby, serve as a lobby ambassador when not stationed at the Front Desk
-Audit of all third-party reservations, ensuring that all third-party reservations are properly reconciled nightly within their respective extranet
-Post all overnight valet charges, ensuring that we capture valet revenue, and export valet reports
-Audit reservation cancellations and capture revenue for late cancellations
-Charge No Show reservations, first night room & tax
-Ensure StayNTouch End of Day Processing is completed
-Export and email sales reports from the Toast remote desktop
-Generate the daily Flash Report by inputting data from the end-of-day reports
-Professionally reposnd to guest reviews
-Must conduct hourly radio checks, communicating with all overnight employees
-Perform additional duties and projects as assigned

Qualifications
-Experience: Hospitality experience preferred
-Customer-focused: A friendly, positive, and patient personality is required to provide exceptional service, even during high-pressure moments.
-Communication skills: Must be able to understand, speak, read, and write in the -English language as well as the ability to effectively communicate and provide directions in a clear, concise, and professional manner in both verbal and written form.
-Technical skills: Previous experience with Windows, Office, and property management systems highly desirable. Demonstrate ability to compute basic arithmetic.
-Efficiency and multitasking: Strong time management and organizational skills to prioritize tasks and handle multiple guest requests simultaneously.
-Physical stamina: Must be able to work on your feet for up to 12 hours. Position requires prolonged standing, bending, stooping, twisting, and lifting products and supplies weighing 20 pounds and occasional lifting and/or moving up to 50 pounds as well as repetitive hand and wrist motion.
-Availability: Must be available to work varied shifts, flexible schedules, and holidays.