Job Description

Full Time Night Auditor for Multiple Properties

POSITION SUMMARY: A Night Audit Agent provides exceptional service to guests and to people who call the La Fonda. A Night Audit Agent greets guests in a warm, friendly manner and handles all stages of a guest\xe2\x80\x99s stay at the La Fonda. A Night Audit Agent provides guests with a friendly and accurate check in/check out process, assists guests with questions or concerns and provides exceptional service. A Night Audit Agent adheres to the La Fonda\xe2\x80\x99s standards, policies and procedures and complies with all safety, security, and quality measures. A Night Audit Agent runs reports and closes out the day for the properties. DUTIES AND RESPONSIBILITIES:

• Provide a friendly, welcoming experience by greeting guests as they enter the La Fonda. Acknowledge and welcome repeat guests who are registering. Offer upgrades, present options and alternatives and help in making choices to guests that are registering. Accommodate special requests if possible.
• Maintain a clean and professional appearance and uniform.
• Verify and collect guest payments and identification, ensuring all procedures are followed to protect sensitive guest information including identity and credit card information. Process all financial transactions with strict adherence to La Fonda policies and procedures.
• Operate the La Fonda key control system while strictly following all key safety and security procedures.
• Answer all telephone calls to the La Fonda promptly with excellent, friendly telephone etiquette. Provide a warm and friendly experience to potential guests inquiring about hotel reservations by focusing on the guest\xe2\x80\x99s need, asking for the sale, entering, and confirming reservation details, and providing the cancellation policy.
• Provide guests with clear directions and recommendations for local points of interest including restaurants, shopping, and historic sites. Ensure guests are aware of the available La Fonda services.
• Sense and respond to all guest concerns or requests in a manner that leaves the guest feeling assured and optimistic about staying at the La Fonda again. Respond to guest concerns promptly and report issues in a timely and appropriate manner to a supervisor or the Evening Manager when necessary to assure prompt resolution of concerns raised by guests prior to their check out. Properly record all guest concerns to ensure proper follow-up. Request and record maintenance assistance timely and accurately and follow up as needed.
• Understand and operate the La Fonda property management system (\xe2\x80\x9cPMS\xe2\x80\x9d) easily and efficiently. Know how to access room locations, types of rooms available, room rates, and room status. Maintain confidentiality of all proprietary information of the La Fonda. Maintain confidentiality of the agent\xe2\x80\x99s access to La Fonda\xe2\x80\x99s computer systems and programs and must log in at the beginning of each shift and log out at the end of each shift.
• Conduct Night Audit procedures in a timely, accurate, complete, and efficient manner.
• Know how to operate front office equipment.
• Ensure lost and found items are treated with care, reported, and stored according to La Fonda\xe2\x80\x99s policies.
• Attend department meetings.
• Report any unusual occurrences or requests, accidents, or injuries to the Evening Manager
• Know all safety, emergency and accident policies and procedures.
• Remain flexible and willing to work different shifts and in other areas of the La Fonda as needed to ensure the La Fonda delivers an exceptional experience to every guest.
• Perform any other duties as requested by the Evening Manager.

PREREQUISITES: Education: Must speak, read, write, and understand English well. Ability to speak, read, write, and understand Spanish is desired. Experience: Previous hotel-related experience desired. Must be able to work efficiently and effectively with all manners of computer programs Physical: Requires grasping, writing, standing, sitting, walking, repetitive motions, hearing, visual acuity, and may on occasion have to lift and carry up to 40 pounds.