Night Auditor Job at AT&T Hotel and Conference Center in Austin

Overview

JOIN OUR AT&T HOTEL AND CONFERENCE CENTER NIGHT AUDIT TEAM. Principles: Greets and registers guests, resolves guest challenges, promotes services and upsells products, answers hotel telephone calls, communicates hotel information and emergencies, and maintains PLATINUM SERVICE Standards in guest areas. When the Night Manager is off, additional duties apply as described below.

Essential Functions

• Ability to work overnight, 11pm – 7am
• Complete the registration process by inputting and retrieving information from a computer system; confirm number of guests and room rate; select rooms based on guest needs; code electronic keys; non-verbally confirm room number and rate; provide welcome packet containing room keys, tokens of appreciation, gifts, etc. to guest
• Ensure rooms and services are correctly accounted for within guest statements; assist guests with check-out payments or charges; accept and record vouchers, credit, traveler’s checks, and other forms of payment
• Greet customers with a friendly welcome; use a positive, clear speaking voice; listen to requests and respond with appropriate action; provide accurate information (outlet hours, VIP programs, events, etc.)
• Receive special requests from guests and respond appropriately or forward to the appropriate team members
• Promptly answer telephone and email inquiries; input messages into the computer and communicate content to the guest; retrieve mail, packages, facsimiles or other items as requested
• Field guest complaints, conduct thorough research to develop effective solutions, and negotiate results; remain calm during emergencies and high activity
• Answer calls from external/internal sources; direct callers to appropriate extension or room; verify guest last name for room calls; assist guests with directions or required information; communicate clearly; verify names and telephone numbers
• Handle urgent matters or emergencies in collaboration with hotel management and security; document emergencies

Night Manager On Duty (If Night Manager is off)

• Serve as Manager-On-Duty to address and resolve guest and team member questions or issues; ensure total guest satisfaction and safety
• Supervise and train night Guest Services Agents to maintain quality service standards and accurate reports
• Oversee preparation of daily summary reports for distribution to departments
• Address concerns and incidents; review daily operations with Department Heads for quality and continuity
• Manage emergencies during night hours in conjunction with Security
• Assist Front Office Manager with daily operation of the Front Desk; coordinate with other departments to manage guest satisfaction
• Ensure Front Desk operations meet AAA 5-Diamond and PLATINUM SERVICE standards
• Manage room inventory control, blocking of reservations to maximize occupancy and guest satisfaction; coordinate future days inventory
• Handle guest compliments, complaints and concerns to ensure satisfaction and fiscal responsibility
• Review group resumes, VIP alerts, site inspections and arrival/departure manifests to ensure consistent service
• Review guest folios and reservations; monitor scheduled/unscheduled departures and stay-overs; ensure accurate room counts
• Control stock inventory levels and maintain cleanliness and organization at the Front Desk and back office areas
• Become fully trained for emergencies (fire, bomb threat, power failure, serious illness, death, natural disasters) and other Manager-on-Duty responsibilities
• Any other duties necessary in the operation of the conference center

Other Duties

Assimilate into The AT&T Hotel & Conference Center PLATINUM SERVICE culture; understand, support and participate in all elements of PLATINUM SERVICE. Maintain working knowledge of service standards. Regular attendance in conformance with standards is essential.

Organizational Relationships

Positions indirectly reporting to this role include: Valet Runners, Bell Staff, Guest Service Agent (Front Desk & Telephone Operator), Concierge, Housekeeping staff, Engineering Staff, Food and Beverage Staff.

Special Qualifications

• Must be highly organized and energetic with the ability to get the job done
• Strong administration and organizational skills
• Excellent written and oral communication skills; second language is an asset
• Working knowledge of Outlook, Opera, Word and Excel

Qualification Standards

Education

High school degree required.

Experience Licenses Or Certificates

Previous experience in Front Office Operations preferred. No special licenses or certificates required.

Benefits

• Paid Vacation Days (after 90 days of employment)
• Annual Merit Increases
• 11 Paid Holidays (after 90 days of employment)
• Ride the Bus for Free
• Free Daily Shift Meals
• Lockers & Locker Rooms with Showers
• Discounted Monthly UT Garage Parking
• Discount Gift Shop offerings
• Referral Bonus

We are owned by UT Austin and managed by Compass Group North America, a diversity growth-oriented organization. EOE & AA Employer M/F/D/V. AT&T Hotel and Conference Center participates in E-Verify. Applicants must have valid work authorization in the United States.

Powered by JazzHR