Job Description

Embassy Suites by Hilton has perfected the full-service, upscale, all-suite hotel. Built on a long-standing legacy that is both inviting and comfortable, Embassy Suites properties provide guests with More Reasons to Stay, offering open-air atriums, complimentary cooked-to-order breakfast, spacious two-room suites and complimentary Manager Receptions every evening. Embassy Suites bundled pricing ensures that guests receive enormous value at a single price. Whether they are traveling for business, with their family, with a group, or for leisure, our guests return again and again to experience the consistently awarded, best-in-class customer service provided at Embassy Suites. Embassy Suites is one of Hilton Worldwide ten market-leading brands. If you understand the importance of providing an inviting and comfortable experience and feel you can contribute to an award-winning team, you may be just the person we are looking for to work as a Team Member with Embassy Suites Louisville Downtown Hotels. The company is currently hiring a Front Office Night Auditor RESPONSIBILITIES:

• Process all guest check-ins, check-outs, room assignments, and room change/late check-out requests
• Secure payment; activate/reissue room keys; document exceptions
• Verify and/or adjust billing for guests
• Clear departures in computer system
• Anticipate guests\xe2\x80\x99 needs, respond promptly and acknowledge all guests, however busy and whatever time of day
• Maintain positive guest relations at all times
• Coordinate with Housekeeping to track room status and guest concerns
• Run and check daily reports, contingency lists, and credit card authorization reports
• Supply guests with directions and information
• Answer, record, and process all guest calls, requests, questions, or concerns and follow up to ensure guests\' satisfaction
• Arrange transportation for guests/visitors
• Count and secure bank at beginning and end of shift
• Cash guests\' checks, process all payment types, vouchers, paid-outs, charges, and provide change
• Accept and record wake-up call requests
• Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery)
• Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
• Resolve guest complaints, ensuring guest satisfaction
• Monitor and maintain cleanliness, sanitation, and organization of assigned work areas \xc2\xb7
• Answer department telephone within 3 rings, using correct greeting and telephone etiquette
• Promote positive guest relations to all individuals approaching the Front Desk
• Respond to guest needs, special requests and complaints and alert appropriate manager as needed
• Counting and balancing cash, credit cards, and direct bill accounts
• Closing, balancing and making necessary corrections to guest accounts
• Investigate and analyze out-of-balance situation and make adjustments or corrections when needed
• Complete various audit reports on the computer
• Verify room rates are accurate and posts rates to guest accounts
• Post room charges and room taxes to guest accounts
• Track room revenues, occupancy percentages, and other Front Office statistics
• All other duties as assigned

QUALIFICATIONS:

• Ability to input and access information in the property management system/computers/point of sales system
• Ability to type proficiently
• Ability to suggestively sale
• High School Diploma or equivalent
• 2 years of customer service experience preferably in the hospitality industry
• Basic computer and math skills
• Professional telephone etiquette and office skills
• Excellent oral and written communications skills

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.