Hotel Night Audit & Reception Associate

Under the direction of the Supervisor, Front Desk, the Hotel Night Audit & Reception Associate welcomes guests to the Hotel and provides excellent customer service during the evening and early morning hours while ensuring Front Desk and accounting operations of the Hotel run smoothly.

ESSENTIAL DUTIES AND RESPONSIBILITIES

1.  Greets and registers guests, issues room keys and provides information on hotel services, room location, and Hotel rewards program.  Answers phones in a prompt and courteous manner according to standards of proper etiquette and in no more than 3 rings.
Accommodates special requests for guests.  Prepares reports and communications to staff. Exhibits professional demeanor through appearance and maintains a positive attitude toward all team members, guests and vendors.  Provides the highest level of service possible in an efficient, courteous and professional manner and handles confidential and guest information with highest degree of integrity.  Ensures Hotel occupancy is maximized and all guest accounts are checked in correctly.  Accurately processes all cash and credit card transactions in accordance with established cash handling procedures including but not limited to posting all charges, completing cashier and other reports, preparing deposit, and counting/ securing assigned bank.
2.  Processes Night Audit accounting operations to ensure financial controls and compliance.  Balances and audits room revenue, product and service revenue, food and beverage revenue and telephone revenue for accuracy; assists in preparation of all reports relevant to daily revenues.  Balances and audits all room tax charges, cashier reports, and guest house accounts for accuracy.  Completes and transmits daily management/accounting reports with any supporting documentation ensuring accurate accounting of Hotel revenues and expenses.  Prepares daily, weekly and month end reporting data. Communicates with appropriate Hotel Management to resolve accounting discrepancies and to request or provide information. Ensures all aspects of Hotel accounting are processed correctly and accurately recorded, protecting the brand and asset against liability and fraud.
3.  Ensures guest special requests are fulfilled through seamless coordination with other departments.  Promotes teamwork and quality service through strong working relationships with co-workers and managers throughout enterprise; practicing daily communications to ensure appropriate shifts and departments are communicated with.  Ensures guest concerns are addressed promptly, and necessary issues are escalated to appropriate Hotel management.  
4.  Performs all FD agent guest duties and assist guest in all aspects.  Acts as security point of contact during various times in shift.  Issues, controls and releases guest safe-deposit boxes.  Complies with federal, state and local laws regarding health, safety, and alcohol services.  Complies with all Hotel policies, procedures, and standards of operation.
5.  Routinely books guest reservations for individuals and/or groups that are requested either by phone or from within Hotel; processes cancellations, revisions, and information updates on changes.  Up-sells rooms where possible to maximize revenue.  Follows overall seasonal demand reservation strategy as communicated by Hotel management team with regard to room type and length of stay pricing.  
6.  Assists with reparation for morning Shift by printing guest folios and ensuring all collateral are replenished.
7.  Performs other duties as assigned to support the efficient operation of the department.

EDUCATION, EXPERIENCE AND QUALIFICATIONS

• High school Diploma or GED required.

• Minimum of two (2) years’ experience in a customer service role required.

• Previous experience working in an upscale hotel preferred.

KNOWLEDGE, SKILLS AND ABILITIES (KSA)

• Excellent telephone etiquette and verbal and written communication skills required.

• Must possess friendly and outgoing demeanor.

• Must have ability to multi-task.

• Bilingual in a foreign language preferred.

LICENSES, CERTIFICATIONS AND REGISTRATIONS

• At the discretion of the San Manuel Tribal Gaming Commission, you may be required to obtain and maintain a gaming license.

• No Driving Responsibilities: Role does not require a driver’s license or insurance.

PHYSICAL REQUIREMENTS/ WORKING CONDITIONS – ENVIRONMENT

The physical demands and working environment described here are representative of those that an employee encounters and must be met by an employee to successfully perform the essential functions of this job.

• Primary work environment is in a climate-controlled office setting.

• Work requires travel to attend meetings, trade shows, and conferences.

• Incumbents may be required to work evening, weekend and holiday shifts.

• Must be able to work in a fast-paced, high-demand environment.

• Strength sufficient to exert up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects and/or move up to 40 pounds occasionally.

• Sedentary work: involves sitting most of the time. Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer.

• Physical activities that apply to the essential functions of the position are balancing, stooping, kneeling, crouching, reaching, pushing, pulling, lifting, grasping, talking, hearing, and repetitive motions.

• Hearing sufficient to hear conversational levels in person, via videoconference and over the telephone.

• Speech sufficient to make oneself heard and understood in person, in front of groups, in meetings, via videoconference and over the telephone.

• Visual acuity that meets the requirements of the position: The worker is required to have close visual acuity to perform an activity such as preparing and analyzing data and figures; transcribing; viewing a computer terminal; expansive reading and visual inspection of employees, visitors or facility.

• Mobility sufficient to safely move in an office environment, walk, stoop, bend and kneel, and enter, exit and operate a motor vehicle in the course of travel to promotional events, meetings, conferences, trade shows and San Manuel properties.

• Endurance sufficient to sit, walk and stand for extended periods, and maintain efficiency throughout the entire work shift and during extended work hours.

• The employee may be exposed to fumes or airborne particles including secondhand smoke.

Reasonable accommodation will be made in compliance with all applicable law.

As one of the largest private employers in the Inland Empire, San Manuel deeply cares about the future, growth and well-being of its employees. Join our team today!