Job Description

Job Description

Job Description

Description:

The Night Auditor is responsible for preparing the daily revenue report data by running audit reports and journals from all credit card and computer systems. 

Key Accountabilities

• Always provide the highest quality of service to the guests for consistent adherence to Rod ‘N’ Reel’s quality standards, operating systems/procedures, and sanitation and safety regulations/requirements
• Maintain standards of quality guest services. Respond and resolve guest requests, complaints, or questions in a courteous and timely manner.
• Represent, support, and protect the Rod ‘N’ Reel Resort’s brand.
• Demonstrate Rod ‘N’ Reel Resort’s core values and principles.

Responsibilities

• Check guests in and out efficiently and in a welcoming manner.
• Post guests' charges and compute all guest bills.
• Collect payments for hotel guests following all cash handling procedures as required by the Rod N Reel Resort.
• Issue room keys, and direct guests to rooms and amenities. 
• Promptly and effectively work with guests' requests, and complaints.
• Handle guests mail and messages per established procedures.
• Be knowledgeable of all resort activities, events, restaurants, transportation, and the town of Chesapeake Beach.
• Develop a thorough knowledge of hotel staff, room locations, room rates, amenities and selling strategies.
• Take reservation requests quickly and efficiently.
• Answer switchboard within 3 rings and in accordance with standards of proper telephone etiquette.
• Block rooms and handle special requests.
• Monitor room availability.
• Communicate with the booking, housekeeping, and maintenance departments to ensure prompt responses to guests’ needs.
• Answer guest calls and record details of each conversation for future follow-up.
• Meet and exceed guests’ expectations by anticipating the services they might require and suggesting local venues.
• Maintain constant communication with guests in advance of weddings, corporate retreats, and other in-house events to ensure proper preparation.
• Report any accidents or injuries to senior management staff immediately.

Qualifications

• High school diploma/GED required.
• 2+ years’ front desk experience in the hospitality industry preferred.
• 1+ years’ customer service experience required.
• Excellent written and verbal communication skills.
• Excellent attention to detail.
• Familiarity with Resort Suite software a plus
• Must be always in proper uniform and in accordance with the standards of appearance.
• Must have thorough knowledge of emergency procedures.
• Must be able to work a flexible schedule to include early morning and late-night shifts, including weekends.
• Be able to move luggage or packages weighing up to 40 lbs.

Physical & Cognitive Requirements

Position requires standing, handling, eye-hand coordination, stooping, kneeling, and walking/standing for multiple hours in succession. This position may on occasion require the lifting, carrying, pulling, or pushing of up to approximately 40 lbs. 

Must be able to reach with hands and arms, talk and hear effectively with surrounding background noise. Vision requirements include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus. Must be able to add, subtract, multiple and divide at a basic level.

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