Reception 1 Night Auditor

Position Description - Night Auditor
YOUR PLACE
Show your passion for delivering exemplary customer service and to strive ensure each customer experience is memorable. Be responsible for cashiering, allocations, check-ins and check-outs and attending to general customer enquiries during the overnight operation. It is the responsibility of the Night Auditor to ensure that the day-to-day operations audits balance.
Department Rooms Division
Reports to Hotel General Manager, Director of Operations Rooms, Executive Assistant Manager, Night Manager, Front Desk Manager
Role Classification Individual Contributor
Alternative Position Titles Night Receptionist, Relief Night Auditor

YOUR NETWORK
Internal Night Manager, Night Cleaner, and Senior Managers and team members across all departments
External Customers, potential customers, visitors, vendors and contractors
Direct reports NA

WHAT TO EXPECT

• Act as a representative of the hotel and be responsible for the hotel operationally in the absence of the Heads of Department and General/Hotel Manager.
• Actively contribute to the attainment of hotel objectives and targets as outlined by your manager.
• Greet guests by name where possible and ensure a smooth check-in/check-out process for the hotel.
• Responsible for account queries, register audits for shift, shift closing and account adjustments for the shift.
• Must ensure month-end activities are handled correctly.
• Responsible for completing and maintaining the Night Audit process and the daily balancing of the day's transactions within the hotel.
• Responsible for the daily compilation and distribution of requested reports to department heads.
• Deal with difficult guests and or situations and strive for a win-win outcome.
• Maintain effective communication at the end of shift to ensure a smooth transition for the next shift.
• Assist in training new team members with the management team.
• Responsible for ensuring all telephone, internet, movie, and chargeback charges are posted correctly.
• Responsible for the upkeep and maintenance of the lobby, reception area and the front of the building.
• Assist and action any guest queries relating to housekeeping and maintenance when required.
• Program and execute wake-up calls, collect room service breakfast orders, and distribute daily newspapers.
• Perform any other reasonable task or instruction as directed by management or a representative of management.
• Ensure the orderly and clutter-free appearance of the front desk and assist in maintaining the immaculate physical appearance of the hotel lobby.
• Maintain clear and concise communications with all departments and management regarding special requests, guest requirements, and general hotel events.
• Assist with room service preparation and deliveries when required.
• Park and retrieve guest vehicles and perform other porter duties as required.

THE ESSENTIALS

• You have immaculate presentation and grooming and wear the appropriate uniform and name badge at all times, with pride!
• You understand and follow our company code of conduct, team member handbook and relevant departmental policies and procedures.
• You acknowledge the importance of workplace safety and our TFE WHS policies and procedures are front of mind at all times.
• Any hazards, near misses and accidents at the workplace are reported immediately.
• Guest security and privacy is of utmost importance and you maintain this at all times.
• Mandatory Full NZ drivers License.

YOUR LEADERSHIP CAPABILITY
Drive & Learning

• You have a hunger to learn and approach new activities with a positive mindset
• You collaborate with your Manager on personal development and are open to constructive feedback

Accountability & Ownership

• You take accountability for your role, actions, learnings, successes, and mistakes
• Operating with integrity and honesty are of the upmost importance to you

Emotional Intelligence

• You’re self-aware of your own thoughts, emotions and responses and how to manage and regulate them, especially under pressure
• You understand the impact of body language, verbal comments and tone and can also read others’ responses and feelings through these cues

Collaborative Relationships

• You’re a team player and happy to help other departments when needed to achieve overall team goals
• You actively listen to others and contribute to team interactions

Influencing

• You’re ace at building rapport with colleagues and guests
• You listen to and acknowledge others’ feedback, ideas and also share your own

Communicating

• You communicate concisely, confidently and with warmth and respect
• You engage with direct eye contact and positive body language
• Don’t forget to always use guest and team member names

Driving Performance & Results

• Your can-do attitude shines when doing any task and you don’t shy away from a challenge, in fact you volunteer for them
• You understand how individual actions contribute to team goals

Planning & Execution

• Tasks are completed promptly and efficiently whenever you’re involved and always to deadline and according to the right procedure
• You’re focused, have high attention to detail and respect others’ time too

Change & Innovation

• Adapting to new leadership, processes, requirements, or culture is a smooth transition for you and you speak positively about to change to bring others on board

Business Judgement

• You understand Balanced Scorecard metrics and concepts of ADR, RevPAR, occupancy and F&B productivity metrics
• You know what your team goals and KPIs are and work with them in mind

External & Customer focus

• Guests have your undivided attention. You connect with them and personalise your service to make a difference to their stay

Commercial Acumen • You’re a proactive problem solver – you analyse facts and customer information to make sound and logical decisions
Developing Culture & Engagement

• You understand where your role first within the goals of the business and you contribute to the achievement of these goals
• You listen to, consider and embrace diversity and new ideas and styles

Attracting & Developing Talent

• You share your on-the-job knowledge with others and you’re a TFE ambassador when it comes to referring future/potential team members

MORE ABOUT YOU

• You hold formal qualifications in Business Accounting/Finance (tertiary or vocational qualifications) is preferred
• You have work experience relevant to the role, including experience in hotels or multi-departmental operations
• You’re no stranger to the industry with one year of experience in Hotels, retail or similar
• Any other key prerequisites for this position!
• You can physically meet the demands of this role including constant sitting, frequent computer and phone use involving repetitive and sustained use of the upper limbs

ACKNOWLEDGEMENT
To summarise, it is not the intent by way of this Position Description to limit the flexibility required, scope, or responsibilities of this role, but to highlight the most important aspects of your position. You acknowledge that you’ve read, understood, and agree to carry out these requirements.
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