Job Information
Crescent Hotels and Resorts Night Audit Supervisor in Orlando, Florida
Description
Responsible for examining and verifying charges and posting of Front Office Agents, preparing daily transaction summary as well as clearing OnQ PM System and setting for start of day
Post and balance banquet checks and parking charges
Settle F&B House account allowances
Run Room and tax
Examine and verify food and beverage posted charges and postings, balance all charges to register tapes, and review food and beverage summary (Outlet posting summary report)
Press T.A. button
Oversees the preparation of daily summary repots for distribution to various hotel departments on the day’s business activities
Press N.A. run report
Serves as Manager On Duty to address and resolve guest and team member’s issues and questions
Completes the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate
Makes appropriate selection of room number based on guest needs
Codes electronic keys
Non-verbally confirms the room number and rate
Ensures guest knows location of room, and arranges for team member to accompany guest to room
Provides welcome packet containing room keys, vouchers, letters, gifts etc. to guest
Ensures rooms and services are correctly accounted for within guest statement
Properly accounts for services provided by the hotel
Assists guests with check out payments or charges
Greet guests immediately with a friendly and sincere welcome
Uses a positive and clear speaking voice, listens to understands request, responds with appropriate action and provide accurate information such as outlet hours, special VIP programs, events, etc.
Receives special requests from guests, and responds appropriately or forwards requests to appropriate team members for decision and action
Promptly answers the telephone and inputs messages into the computer and advises other team members of special needs
Retrieve messages in computer and communicate the content to guests
Retrieves mail, packages and facsimiles or other special items for customers as requested
Fields guest complaints, conducting thorough research to develop the most effective solutions and negotiate results
Listens and extends assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc.
Remains calm alert especially during emergency situations and heavy hotel activity
Plans and implements detailed steps by using experienced judgment and discretion
Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and resolve conflicts
Any and all additional duties assigned by Director of Front Office or Assistant Director of Front Office.
Experience:
One year experience as Front Desk Supervisor in a similar size hotel is required.
Flexible schedule.
Qualifications
Behaviors
Required
Team Player: Works well as a member of a group
Leader: Inspires teammates to follow them
Dedicated: Devoted to a task or purpose with loyalty or integrity
Motivations
Required
Flexibility: Inspired to perform well when granted the ability to set your own schedule and goals
Ability to Make an Impact: Inspired to perform well by the ability to contribute to the success of a project or the organization
Education
Required
- Bachelors or better
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws.
For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.