Night Auditor
Townplace Suites Marriott
El Centro, Ca
05.2014 - 07.2022
- Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly, and marking discrepancies.
- Oversaw night auditing of daily room occupancy and hotel revenue.
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
- Kept accounts in balance and ran daily reports to verify totals.
- Handled emergency situations calmly and professionally, keeping guest safety as the top priority at all times.
- Demonstrated proficiency in various software systems used for reservation management, billing adjustments, and report generation.
- Prepared detailed end-of-shift reports, highlighting noteworthy incidents or areas requiring improvement for management review.
- Entered customer data into room system and updated information whenever patrons changed rooms.
- Streamlined the check-in and check-out process for guests, ensuring a smooth experience during overnight hours.
- Utilized strong problem-solving skills while handling any logistical challenges that arose throughout the course of nightly duties.
- Provided exceptional customer service to overnight guests, addressing inquiries, and offering assistance as needed.
- Handled all duties and tasks for night manager and concierge during busy periods to maintain front desk efficiency.
- Looked over pending check-ins and payment processes to complete closing procedures.
- Responded to guest needs quickly and efficiently, noting changes in reservations or special needs for day crew.
- Followed company security and check-in policies and procedures and reported suspicious activity to supervisor.
- Updated customer accounts with add-on room charges, minibar use, and room service bills.
- Coordinated with housekeeping staff to address any overnight room maintenance requests or special accommodations needed.
- Collaborated with team members to handle guest requirements from check-in through check-out.
- Collaborated with the front desk team to ensure seamless transitions between shifts and consistent communication regarding guest needs.
- Enhanced guest satisfaction by efficiently managing night audit tasks and resolving issues promptly.
- Upheld hotel security by vigilantly monitoring CCTV footage and conducting periodic property walkthroughs.
- Entered and updated sensitive customer information during check-ins and room changes.
- Investigated auditing discrepancies by reconciling cash drop and credit card transactions.
- Called guests requiring wake-up calls within two minutes of scheduled call, constantly maintaining positive, and welcoming.
- Managed inventory levels of supplies required for efficient front desk operations during overnight hours.
- Ensured compliance with company policies and local regulations through meticulous record-keeping of nightly transactions.
- Established rapport with regular clientele by providing personalized service tailored to individual preferences.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Liaised with housekeeping staff to verify service and maintenance of hotel standards.
- Enforced policies and procedures to increase efficiency.
- Developed and maintained positive relationships with guests for satisfaction.
- Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
- Stored guest valuables in safe and individual boxes for security.
- Introduced customers to resort amenities with pleasant and helpful demeanor.
- Promoted hotel brand's loyalty program via social media, email and direct mail.
- Contacted housekeeping staff and maintenance department to resolve issues with guest rooms.
- Trained new staff members in customer service techniques and hotel operations.
- Used quick response and dynamic service skills to build relationships with patrons and improve customer retention rate.
