Night Auditor

Southall is a premier destination bringing nature, produce and people together in a powerful and unique way. The Night Auditor will deliver unique and memorable experiences that immerse our guests in the luxury offerings of Southall.

Responsibilities:

• Ensure timely completion of the night audit process, including reporting and end of day accounting process
• Review late arrivals, next day early arrivals, and departures, in-house list, and next day function sheets
• Handle guest relocations when necessary
• Greeting customers immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to understand requests, respond with appropriate action, and provide accurate information such as outlet hours and local attractions.
• Complete the registration process by inputting and retrieving information with routine difficulty from a computer system, confirming pertinent information including number of guests and room rate. Make an appropriate selection of rooms based on guest needs. Code electronic keys. Non-verbally confirm the room number and rate.
• Verify and accurately input credit cards for authorization using electronic acceptance methods. Handle cash, make change and balance an assigned house bank. Accept and accurately record vouchers, traveler’s checks, and other forms of payment. Perform accurate, moderately complex arithmetic functions using a calculator. Post charges to guest rooms and house accounts using the computer.
• Promptly answer the telephone using positive and clear English communication. Input messages into the computer. Retrieve messages and communicate the content to the guest. Retrieve mail, small packages and facsimiles for customers as requested.
• Close guest accounts at time of check out and ascertain satisfaction. In the event of dissatisfaction, negotiate compromise, which may include authorizing revenue allowances.
• Foster and maintain strong, positive relationships with team members across all departments through communication and regular face-to-face interaction
• Maintain and successfully execute departmental and hotel policies
• Instills a calm, organized approach when interacting in stressful situations
• Address any major instances of guest satisfaction, escalating to Senior Leadership as needed
• Approach internal and external guest opportunities with a sense of heartfelt care and urgency; provide prompt follow-up to ensure 100% guest satisfaction
• Maintain confidentiality of guest information and follow proper protocol to secure and protect pertinent data
• Be an expert in and demonstrate knowledge of all services/features, hours of operations, room types, room rates, special packages and promotions, daily house count and expected arrivals/departures, room availability status, scheduled in-house group activities to anticipate and respond to guest inquiries promptly and accurately
• Comply with attendance rules and be available to work on a regular basis, including nights, weekends and holidays
• Perform any other job-related duties as assigned
• Must have a clean and neat appearance
• Comply with Southall Rules and Standards of Conduct as set forth in the Team Member Handbook

Skills and Experience:

• Previous Night Audit or Guest Service Agent experience preferred
• Must be able to understand, speak, read, and write in the English language
• Ability to effectively communicate and provide directions in a clear, concise and professional manner in both verbal and written form
• Excellent verbal and written communications, networking, and presentation skills (in English)
• Excellent organizational skills and attention to detail
• Demonstrated ability to manage complex tasks and prioritize competing demands to meet deadlines
• Proficiency in Microsoft Office Suite (Outlook, Word, Excel, PowerPoint)
• Demonstrated ability with constructive, team-centric leadership skills
• Excellent team skills, including but not limited to, listening, coaching, guiding, flexible working, adaptability, collaboration, and facilitation
• Excellent communication skills, including but not limited to, listening, asking questions, building consensus, presenting, obtaining buy-in
• Experience with Resort Suite PMS system a plus

• Must be able to push, pull and lift 50 lbs.
• Available to work weekends, evenings and holidays
• Must be able to walk, stand for prolonged periods as needed

Education

• High School Diploma

Southall Farm and Inn is committed to a diverse and inclusive workplace. Southall provides equal employment opportunities to applicants and employees and does not discriminate on the basis of age, race, color, ancestry, religion, sex, sexual orientation, gender identity or expression, transgender, national origin, status as a protected veteran, disability or any other classification protected by law. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs.