Night Audit Supervisor

Are you a Customer Service Super Star…. WE NEED BIG STARS LIKE YOU!!!

Come be a part of an AWARD-WINNING TEAM.

Our hotels are unique, and we are looking for outstanding talent to provide exceptional customer service to our team.  Valencia Hotel Group is a collection of hotels that are created for today’s passionate travelers. Each of our hotels is intentionally built to showcase modern design and classic character. We are looking for team members who are ready to be empowered to go above and beyond.  

JOB SUMMARY

Ensuring maximum Front Office/Night Audit operating efficiency. Ensuring guest satisfaction is met, delivering the best guest experience, and overseeing the entire hotel operations as a Manager on Duty 

Shift Requirements:

• 11:00 pm-7:00 am weekdays/weekends

ESSENTIAL DUTIES & FUNCTIONS

Operational Responsibilities

• Prepare for any and all guest requests
• Convey information and ideas clearly
• Assist team members with nightly/monthly assigned duties
• Communicate situations in the workplace effectively, including anticipating, preventing, identifying, and solving problems as necessary
• Maintain composure and objectivity under pressure
• Listen, understand, and clarify the concerns and issues raised by guests effectively
• Work with and understand financial information, data, and basic arithmetic functions
• Maintain regular attendance in compliance with Valencia Hotel Group (and its affiliates) standards as required by scheduling, which will vary depending upon the front office needs
• Complete other duties as assigned by the Front Office Manager
• Responsible for assisting in the supervision and performance of all Front office related operations and team members
• Become proficient in the Hotel Operating System, Key system Salto, communication platform Alice, safety system MadeSafe, and phone system
• Complete knowledge of front desk procedures, hotel services, outlets, area information, directions, recommendations, PMS system, and other Front Office systems and hotel procedures, and rules
• Complete all Duties given for Night Audit
• Follow the checklist for required duties and timeliness
• Cashier functions and handling of cash

Managerial Responsibilities 

• Covering as manager on duty during the overnight, assisting with emergency situations/ guest needs
• Contribute positively to the team within the department
• Work with the Front Office Manager and the General Manager to monitor Front Office quality and daily revenue
• Maintain the integrity of cost controls and proper maintenance of assets
• Supervise Hotel Overnight and monitor other departments
• Ensure the quality of the environment is clean and up to standards
• Handle special projects and reports in a timely and consistent manner

Guest Services

• Check guests in and out in a friendly manner
• Maintains a friendly, cheerful, and courteous demeanor at all times.   
• Maintain quality control of service to be five-diamond
• Handle guest situations with problem-solving 
• Answer questions, offer information, and assistance
• Update information in the computer system as needed
• Maintain an up-to-date knowledge of the surrounding attractions, restaurants, and all concierge services.
• May need to assist with parking/ retrieving guest vehicles 
• May need to assist with room cleaning 
• May need to assist with luggage assistance

Team Support and Training

• Participate in on-going training
• Participate in mandatory meetings (i.e monthly department meeting)

Communication and Reporting

• Communicate with other departments to fulfill guests’ needs
• Record all guest request items and deficiencies into the appropriate tracking system. 
• Be aware of all daily meeting/events and their locations.

Safety & Compliance

• Comply with Valencia Hotel Group (and its affiliates) standards and regulations to encourage safe and efficient hotel operations. 
• Ensure non-guests leave the hotel and/or contact the police to assist with such matters
• Must be effective in handling problems in the workplace, including anticipating, preventing, identifying, and solving problems as necessary
• Respond to emergency situations calmly and effectively, per hotel guidelines.

BASICS:

• Maintain cleanliness and organization in all work areas
• Display courteous behavior with guests and team members
• Report any unsafe conditions immediately
• Ensure hotel equipment is in proper working condition
• Perform any additional duties assigned by the supervisor
• Attend required meetings

Physical Requirements

• Standing/Walking: Constantly At front desk on tile or carpet.  Around the entire hotel for daily inspections.
• Lifting/Carrying: Average weight frequently 5 lbs.  Maximum weight occasionally 20 lbs. 
• Pushing/Pulling: Average weight frequently 5 lbs.  Maximum weight occasionally 20 lbs-100lbs (guests’ luggage)

• Other Physical Requirements: 
• Crouching (bend at knees): Frequently.  When getting supplies from cabinets, picking things up from the floor, and loading the computer printer with paper.
• Stooping (bend at waist): Constantly.  Getting keys, supplies, and doing paperwork on the front desk.
• Twisting (knees/waist/neck): Constantly.  When working with several people at once, watching for guests, and retrieving material.
• Reaching (overhead/extension): Constantly.  Passing materials to guests over the front desk counter and reaching for materials in high areas.
• Handling/Grasping: Constantly.  Handling telephones, folios, files, fares, supplies, keyboards, grasping pens, telephones, and credit cards.

Working Environment

• Interior & Exterior: With exposure to weather conditions.   

CANDIDATE PROFILE

Education and Experience

• High School Diploma or equivalent education required
• Hotel Operations or Customer Service preferred
• Communicates effectively with others (in person, on the telephone, electronically)
• Works productively with a team
• Effective multitasking skills
• Composure and patience under pressure

ESSENTIAL SKILLS AND QUALIFICATIONS 

• Strong verbal and written communication skills
• Effective time management and problem-solving skills
• Ability to work well with a team and demonstrate attention to detail
• Excellent organizational skills and interpersonal abilities
• Works productively with a team 
• Effective multitasking skills and the ability to work with a fast pace 
• Composure and patience under pressure
• TABC Certification
• Food Handler’s Certification
• Valid Drivers License is preferred 

BENEFITS:

• Medical, Dental, Life insurance
• Paid Time Off 
• Paid Community Service Days
• Click here to learn more

Valencia Hotel Group (and all its affiliates) is an Equal Opportunity Employer. Valencia Hotel Group provides equal employment opportunities to all persons. The company does not discriminate because of race, color, religion, sex, national origin, disability or ancestry in recruiting, hiring, placement, promotion or any other condition of employment and actively seeks a diverse and representative workforce.