There's a reason we were named the #1 hotel in Cincinnati. It's our people. Sure, we have boutique accommodations at Residence Inn Cincinnati Downtown, housed in the historic Phelps Building in the heart of the city. Unique among extended-stay hotels in Cincinnati, we feature a rooftop restaurant and terrace, but that's not what really sets us apart. We were named number one because we're powered by some of the best, most talented individuals in the business. If you're the best, you belong with the best. Come see what a career with us will do for you!
The Night Auditor candidates must have a valid driver's license, customer service experience, and availability to work overnight shifts (10p-630a) including on weekends and holidays.
-Stationed in the lobby or at the front desk at all times. Greets and registers guests and provides room assignments, accommodating special request whenever possible. Assists in pre-registration and blocking of reservations. Prepares for group arrivals and departures. Able to stand for 8 consecutive hours.
-Answers all incoming calls within 3 rings, using proper telephone etiquette. Handles call appropriately based on guest’s need. (Transfers calls, after-hours sales requests, puts in wake up calls for guests upon request, etc.)
-Has a thorough working knowledge of the reservation system (FOSSEE and MARSHA) and procedures, takes reservations and knows cancellation procedures and policies.
-Ensure that very crisp conduct and language is utilized to ensure our guests experience attentive behaviors. Such as “It would be my pleasure”.
-Ensure VIP personalization use the guest’s name whenever possible, learn guest preferences, and greet repeat guests by name.
-Create service so memorable by providing unexpected services and gifts.
-Have an understanding of the Residence Inn and what makes us different, i.e. Shaping Service, Brand Pillars, etc.
-Has a thorough knowledge of FOSSEE Service Recovery. Ensure all calls, guest comments, comment cards and guest surveys are properly recorded in FOSSEE Service Recovery and acted upon accordingly. Monitor response times on any open FOSSEE Service Recovery issue and ensure that they are properly closed.
-Resolves guest challenges and takes appropriate action to ensure 100% guest satisfaction. Communicates with next shift associates by logging pertinent information in the appropriate logbook.
-Organizes the shift and reviews and completes the following: remaining reservations that are to arrive, verifies that all updated contingency reports have been run, resolves discrepancies with departments out of balance, verifies GTD no-shows and completes walk report, and ensures credit cards are in balance with calculator tape attached.
-Completes the audit function in FOSSE, utilizing the detailed night audit checklist.
-Prepares and sends the completed Manager’s Report after completing the room revenue recap sheet.
-Assists guests with general services such as check cashing, making change, and answers inquiries pertaining to hotel services, shopping, dining, entertainment, and travel to local areas of interest - provides directions.
-Ensures property management system is backed up nightly on tape and stored in a secure area.
-Ensures that all wake up calls are handled promptly and properly.
-Receives and transmits mail, packages, and messages for guests.
-Ensures that all departments, rebates, paid outs, phone charges, movies charges, and other miscellaneous charges are in balance and attaches calculator tape to each.
-Prepares housekeeping report recording same day check-outs, ready rooms, and rooms temporarily out of order, reporting any discrepancies.
-Processes customer payments according to established procedures and policies, including authorization of all credit cards, and follows proper cash handling procedures.
-Conducts ongoing verification of hotel security with the security guard on duty using the two-way radio system.
-Valet parks vehicles that arrive in the overnight hours and pull around vehicles that are needed during the overnight hours. Valid driver’s license and good driving record are required. Vehicles parked/pulled during the overnight hours must be logged appropriately.
-Has a thorough knowledge of emergency and life safety procedures, and follows all key control procedures.
-Provides the highest quality of service to guests at all times and practices each item on the WHG pledge and Residence Inn’s Shaping Service.
-Wears proper uniform and nametag at all times in accordance with the standards of personal appearance guidelines in the WHI handbook. As part of your uniform you are required to carry the WHI service pledge, Service So Memorable card and the Steps for Success at all times.
-Performs all other duties deemed necessary by management.
SPECIFIC JOB KNOWLEDGE, SKILL AND ABILITY
The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with
or without reasonable accommodation, using another combination of skills and abilities.
� Good working knowledge of Hospitality accounting systems.
� Ability to read, write and speak the English language to communicate effectively.
� Ability to exercise judgement in evaluating situations and in making sound decisions.
High School diploma and/or any other combination of education and experience that provides the required knowledge, skills and abilities.
Licenses or certificates:
All employees must maintain a neat, clean and well-groomed appearance (specific standards available).
Additional language ability preferred.
Note: The hotel functions seven (7) days a week and twenty-four (24) hours per day. All employees, both management and hourly, must realize this fact and be aware that at times it may be necessary to move an employee from their accustomed shift as business demands.
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