Title:  Hotel Night Auditor

JOB SUMMARY

• Responsible for greeting guests and delivering exceptional guest service.
• Responsible for the overnight operations of the hotel; verify the accuracy of guest accounts, balancing charges and revenues.
• Accommodate hotel guests by registering and assigning rooms, issuing room keys, transmitting and receiving messages, keeping records of occupied rooms and guests’ accounts, making and confirming reservations, answering PBX calls and connecting callers to the appropriate extension and presenting statement to and collecting payments from departing guests.
• Utilizes the Bally’s player CMP system, regulated by MS Gaming Commission, to assist the hotel guests at check-in and check-out, Utilizes Bally’s player CMP system to make Marketing offer reservations and check ins, enroll new members, update member profiles, and issue premiere cards.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Creates 100% guest satisfaction by providing fast and friendly genuine hospitality and by exceeding guest expectations.
• Give personal attention, takes personal responsibility and uses teamwork.
• Listens and apologizes with empathy, finds a solution and follow through when resolving guest problems.
• Assumes the responsibility to notice when the guest is not satisfied and finds a resolution.
• Greet, register, and assign rooms to hotel guests.
• Thorough knowledge and demonstration of “FACE” at every guest interaction.
• Inputting and retrieving information from the computer.
• Confirmation and accuracy of guest information and room rate.
• Keep records of room availability and guests’ accounts on computer.
• Demonstrate a thorough knowledge of hotel information including, but not limited to, room categories, room rates, packages and promotions.
• Compute bills and collect payments.
• Make and confirm reservations.
• Issue room keys, provide guest location of room and property amenities and relay instructions to bellhops.
• Answer PBX calls and route call to proper extension. Answer inquiries pertaining to hotel services, shopping, dining, entertainment and any other activity connected with the hotel, casino or entertainment complex.
• Advise housekeeping staff when rooms have been vacated and are ready for cleaning.
• Contact housekeeping or maintenance staff when guests report problems.
• Essential bookkeeping activities, such as balancing cash accounts, handling money, processing of credit and debit cards, making change and processing gift certificates and cards.
• Record guest comments or complaints in a friendly, timely and efficient manner.
• Resolve and negotiate solutions for guest satisfaction, referring guest to supervisor if necessary.
• Verify guest identification and establish how the guest will pay for the accommodations.
• Knowledge and awareness of self-excluded guests issued by MS Gaming.
• Promote guest loyalty by encouraging sign up to Premiere Card loyalty program.
• Utilizes the Bally’s player CMP system to make Marketing offer reservations and check in, enroll new members, update member profiles, issue premiere cards and ensure confidentiality of all information.

REQUIRED SKILLS AND ABILITIES

• Must have ability to obtain a Work Permit issued by the Mississippi Gaming Commission (MGC).
• Must have understanding of and abide by all MGC regulations.
• Must learn, comprehend and comply with all company and department policies, procedures, and regulations.
• Knowledge of principles and processes for providing exceptional guest service.
• Projects a positive, professional, outgoing and enthusiastic attitude at all times.
• Ability to effectively deal with internal and external guests, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information, resolve conflicts and refers unresolved issues to immediate supervisor.
• Ability to work in a fast pace environment, multi-task and deal with distractions.
• Experience in money handling, computer skills, customer service or prior front desk experience preferred.
• Perform job functions with attention to detail, speed and accuracy.
• Ability to follow directions thoroughly and accept constructive feedback.
• Ability to work cohesively with co-workers as part of a team.
• Work with minimal supervision.
• Maintain confidentiality of guest, co-worker, hotel and company information.
• Must be well groomed and maintain impeccable hygiene standards.
• Must be able to work days, nights, overnight, weekends, special events and holidays as required.
• Fluency in English both verbal and written
• Ability to read, analyze and interpret common documentation
• Ability to respond to common inquiries or complaints from employees, guests, regulatory agencies or members of the staff
• Ability to write and present information to management in  a reasonable manner
• Regularly required to speak and/or hear
• Ability to quickly and accurately perform normal mathematical computations in regard to the implementation of duties.
• Ability to define problems, collect data, establish facts and draw valid conclusions.
• Ability to interpret an extensive variety of instructions and deal with several variables.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily; the requirements listed below are representative of the knowledge, skill, and/or ability required.

Job duties/qualifications and requirements are representative of minimum levels of knowledge, skills and/or abilities. This job description has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties. All duties and requirements are essential job functions. This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform all other job-related duties assigned by their supervisor/manager. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

EDUCATION AND EXPERIENCE

• High school diploma or equivalent
• Previous customer service experience preferred
• Previous hotel experience a plus
• Previous night auditor or accounting experience a plus

PHYSICAL REQUIREMENTS & WORKING CONDITIONS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to stand, walk, reach with arms and hands, bend, kneel, and may be required to lift at least 25 pounds.

The work environment consists of very demanding surroundings with a moderate to loud noise level.  The environment involves working in variable temperature conditions, around fumes and/or odor hazards, around dust and/or mite hazards, around chemicals and second hand smoke.