THA
Full Time
Position Overview
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The Night Auditor provides supportive functional assistance to all departments; interact with guests within the limits of established hotel and local policies and procedures as well as coordinates with all departments in the hotel during the night time.
The Night Auditor assists and support the Night Manager in the seamless running of the department in the most efficient and effective manner delivering the highest possible standards of service. The role includes ensuring security, night audit, requests for food and beverage, health and safety, cleanliness and cash handling procedures are completed professionally and reflect our Capella Bangkok values and standards.
The Role
Ensuring and providing flawless, upscale, professional and high-class service to our guests.
Ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival to departure.
Registers and escorts all arrivals according to established procedures.
Answer department telephone using correct salutations and telephone etiquette.
Ensure all data is entered completely and correctly into the hotel systems in accordance with each reservation.
When on overnight shift, proceeds Night Audit, prepares and save/send all necessary reports as requested, checks and search arrivals' profile and input in Opera, prepares Commitment to Excellence (CTE) for all departments.
Checks and analyses for billing instructions, guest credit, allowances and rate variance.
Performs the audit balances and prepares all works for audit in an orderly fashion.
Check night reports, prepare the morning report, check billings of all due-outs on the following day to ensure effective check-out procedure of next shift, checks all VIP Arrivals rooms and report any defects to Night Manager.
Is fully aware of the credit policy.
Take action with PMS in emergency situation.
Fully conversant with all hotel emergency procedures.
Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.
Ensure that standards are maintained at a superior level on a daily basis.
Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended
Anticipate guests' needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
Take personal interest and pride to ensure that the Hotel lobby area is kept clean and in an orderly state at all times.
Communicate with housekeeping to ensure rooms are in perfect condition before guest arrival and working with all departments to meet guests' needs.
Check the daily arrival list for all guests with special attention details e.g. guest preference, special occasion or special request. Recognize all returning and VIP guests, and extend a warm welcome back gesture.
Maintain an up to date knowledge of the hotel daily services, amenity, activities, promotion, and event.
Maintain complete knowledge of daily house count and expected arrivals/departures.
Accommodate all guest requests expediently and courteously. Follow up with designated hotel personnel to ensure completion of request.
Have a thorough understanding of all guest room features, amenity, in room facilities, hotel venues and emergency procedures and orienting guest with once escort all guest to their room.
Ensure all in house guests are greeted in the lobby with a warm professional friendly manner and anticipate their needs before they arise and offer assistance at all times.
Ensure all guests are greeted upon departure in a professional friendly manner.
Perform check out, to prepare bills and ensure all details are accurate before presenting to the guest and process billing payment procedure upon departure.
Maintains cashier float and ensures accurate daily report of all money received.
Adhere to all cashiering procedures.
Be able to take room reservations when the Reservations Department is closed and accurately input into PMS.
Handle guest complaints and follow up. Also ensure that all of guest complaints are consistently logged accordingly.
Stay update on what's happening in the hotel area and Bangkok, provides guests with information. Be fully acquainted with the different points of interest within the surrounding area of the hotel and local attractions.
Perform Concierge services by assisting in making arrangements for dining, entertainment, sports, events, recreation, tours, health and beauty services, child care, transportation, religious worship, cultural activities, shopping, floral services, courier and postal service and any other services events or any guest special requests.
Monitor guest satisfaction from direct feedback, ReviewPro, comment cards or any online reviews and raise up to House Manager to follow up with the guest for further process of discussion to ensure we resolve guest concerns when necessary.
Complete the daily reports as required.
Be flexible as the job changes and be able to work flexible hours, including weekends and holidays, if necessary.
Remain well-groomed at all times.
Keep up-to-date on all hotel policies on safety and hygiene.
Perform all duties with discretion, professionalism and a pleasant demeanor.
Perform other duties and responsibilities as assigned by Managers
Talent Profile
High School Diploma or GED
Possess a good command of the English language and the ability to clearly and pleasantly communicate with guests, both in person and by telephone.
Ability to provide legible communication.
Ability to compute basic mathematical calculations.
Knowledge of computers
Ability to handle money in a responsible manner
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