Night Audit
​Timber Cove Resort
Jenner, California, USA

The Night Audit is responsible for balancing the revenue and expense transactions, which occurred during the day at the hotel.  This position is responsible for attending to the needs of guests, especially during check-in and check-out, all administrative work related to Front of House operations and answering the phone.
 
Manager
This position reports directly to the Comptroller.
 
Supervisory Responsibility
This position has no supervisory responsibilities.
 
Responsibilities
The essential front desk functions of the job include but are not limited to:

• Interact with Guests
  • Always smile when you greet customers and offer assistance.
  • Maintain a positive, hospitable demeanor – you are a representation of the hotel!
  • Answer all phone calls received at the front desk and direct to other hotel departments as requested or answer any inquiries.
  • Know the area, points of interest, and prepare yourself to answer questions such as restaurant recommendations, etc.
  • Gather all information from guests when booking a reservation, including contact information, credit card information.  Handle cash and/or credit card payments appropriately.  Advise guests of all fees when booking a reservation.  Refer to the appropriate standard operating procedure (SOP) for further details.
  • Complete and initial all registration forms, and obtain the guest’s signature as well.
  • Confirm with any guests checking in that their pet is 30 pounds or less.
  • Receive any early check-in and late check-out requests and contact the Comptroller to confirm availability for the guest.  Follow up with Comptroller to ensure that it is completed and the guest has received confirmation.
• Perform Administrative Duties
  • Review the “FOR ALL” email at the start of shift to be updated on all outstanding items – be sure to label the email as “unread” before closing out.
  • Check voicemail, fax and email frequently during each shift.
  • Use the computer and internet, and hotel telephones, strictly for work purposes.  Personal use it not permitted on hotel property and equipment.
  • Provide information on gift certificates to guests who inquire.  Contact the General Manager for more information on gift certificates.
  • Maintain a grasp of the hotel reservation booking program.
  • Remain updated on all front desk related standard operating procedures (SOPs).
  • Participate in employee performance reviews, which occur every six (6) months.
  • Maintain the balance in the cash box at the front desk and advise the Comptroller is the balance does not match the records.
  • Confirm that all credit card imprints are legible and must match name on the registration/reservation.  Make sure that the date on the credit card machine is correct.
  • Unflag emails that have been addressed, and ensure that all email confirmations are sent.
  • Review deliveries that arrive during the shift and sign if approved – if unsure, contact the General Manager.
• Conduct Shift Transitions & Closeouts
  • Submit an “End of Shift” email to the General Manager at the conclusion of the shift, detailing the following:
    • Tasks completed during shift
    • Issues or Emergencies that occurred during shift and their current status
    • Reservations confirmed during shift
    • Bartender closeout report (if applicable)
  • Discuss “End of Shift” email with the front desk staff member taking over the front desk, addressing any questions that they may have as a result of your report.
• Handle Emergencies & Complaints
  • Refer any hotel room rate adjustments requests to the Comptroller to address for the guest.  Follow up with Comptroller to ensure that it is completed and the guest has received confirmation.
  • Ensure that the front desk staff is aware of how to use the “panic button”, and if not, consult the General Manager immediately.
  • File incident reports when necessary.  Refer to the standard operating procedure for more details.
• Maintain the Cleanliness and Presentation of the Immediate Area
  • Review the surrounding hotel lounge, bar, area immediately outside the front doors, and bathrooms to ensure that they are kept clean.  Should any areas need to be cleaned, contact housekeeping and advise them of any issues.
  • Ensure that the indoor fireplace is always turned on.  Review the outdoor fireplace and turn on when guests are on property – however, use personal discretion to determine when to turn the outdoor fireplace off (if no guests are present, if there is rain or poor weather, etc).  If the front desk agent is unsure, please contact the General Manager.
  • Ensure that umbrellas are always open – however, in the event of in climate weather, they should be closed.  The lights inside the umbrellas are to be turned on at night.
  • Ensure that cushions are placed on the outside chairs – however, in the event of in climate weather, they are to be brought inside.  Be alert to the weather and look after the cushions.
  • Ensure that bar chairs are kept lined up at an angle.  See General Manager for more information or to answer any questions on the set up.
  • Ensure that the bathrooms are well stocked, checking the supply stock every hour.
  • When vacating the desk for employee break or to assist a guest, place the “Away from the Desk” sign on the front desk so that it is visible for persons to see.
  • Do not eat at the front desk – eating is only permitted in the kitchen.
  • Ensure that the music is on and the sound level is at an appropriate level.
• Ensure Housekeeping Issues are Addressed
  • Advise housekeeping of any and all cleaning/janitorial issues in the front desk, lounge, bar, outdoor areas.
  • Beware of special situations (i.e. guest vomits in the restroom) and be available to address immediately if housekeeping is unavailable.  Make a decent attempt to resolve this situation.
  • Ensure that housekeeping is updating the front desk team with the status of rooms being cleaned, then update appropriately in online system.
• Conduct Miscellaneous Duties
  • Dress appropriately for the job – staff are encouraged to wear “smart casual” attire – no jeans, no cut-offs, no shorts, no transparent clothing.
  • Arrive to work promptly and on time, ready for work.  Friends are not permitted to accompany staff members during work.
  • Do not remove any hotel property from the site – it is prohibited and subject to immediate termination, as well as possible charges.

 
The essential night auditing functions of the job include but are not limited to:

• Ensure that all departments, particularly restaurants, are notified of the tariff entitlements.

• Close and balance all room accounts.
• Count and balance cash / credit card receipts and balancing shift work and cash drawer.
• Balance direct bill accounts.
• Run a trial balance report.
• Run night audit reports and post in Dropbox.
• Investigate and/or analyze out-of-balance situations.
• Make adjustments or corrections to accounts as needed.
• Complete various computer audit reports.
• Adhere to 5 star standards at all times - maximizing revenue including upselling rooms and cross selling to food and beverage outlets.

 
The essential security functions of the job include but are not limited to:

• Tour all areas of the hotel on a regular basis and report irregularities to relevant department heads, and maintenance.
• Ensure all access to the hotel is secure as required by hotel policy and procedure.
• Perform any related security duties as required overnight.
• Complete all incident reports and distribute to relevant departments.
• Record any unusual occurrences or problems arising to the Manager on Duty and take appropriate action.

 
Requirements/Skills

• Strong verbal and written English skills, with Spanish a plus.
• Dress appropriately for the job with the required attire and/or uniform and maintain proper personal hygiene.  Refer to Employee Handbook for more information.
• Work independently with general supervision; learn and interpret laws, rules, regulations, and policies and apply them to specific cases with good judgment.
• Perform analytical studies and draw sound conclusions; communicate effectively both orally and in writing.
• Maintain cooperative working relationships; demonstrate sensitivity to, and respect for, a diverse population.
• Have knowledge and skills of general hotel operations, policies and procedures.
• Auditing principles and practices; spreadsheet and word-processing practices and techniques.