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Night Audit Supervisor

Posted April 19, 2021

Thompson Nashville
Nashville, TN
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About This Job

Description

Come join our Hyatt family! We are searching for someone like you who enjoys taking care of people! We provide on-the-job training and enjoy watching our Colleagues grow with us. We offer great benefits including but not limited to Medical, Dental, Vision, 401k, Life Insurance, Short-Term Disability, Long-Term Disability, EAP, Tuition Reimbursement & Awesome Travel Perks!

Job Overview: Responsible for oversight of Front Desk and reconciliation of hotel daily revenues. A combination of duties mainly related, but not limited to: check-in and check-out guests, night audit packet, oversee all functions of the hotel and contribute to an overall positive guest experience.

Essential Job Functions:

  • Greet 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 appropriate selection of rooms based on guest needs. Code electronic keys. Non-verbally confirm the room number and rate. Provide welcome folders containing room keys, certificates, coupons and refreshment center keys as appropriate. Requires continual standing and movement throughout front office area.
  • Verify and accurately imprint 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.
  • Remain calm and alert, especially during emergency and/or heavy hotel activity, and resolve complications such as location changes or credit issues.
  • Field guest complaints, conducting through research to develop the most effective solutions and negotiate results. Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc. Remain calm and alert especially during emergency situations and heavy hotel activity. Plan and implement detailed steps by using experienced judgment and discretion.
  • Audit functions as assigned by the Director of Finance.
  • Other administrative duties assigned by the Director of Front Office.
  • Regular attendance in conformance with the standards, which may be established by Thompson Nashville from time to time, is essential to the successful performance of this position.  Employees with irregular attendance will be subject to disciplinary action, up to and including termination of employment.
  • Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel.
  • Upon employment, all employees are required to fully comply with Thompson Nashville's rules and regulations for the safe and efficient operation of hotel facilities. Employees who violate Hotel rules and regulations will be subject to disciplinary action, up to and including termination of employment.
  • In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the supervisor based upon the particular requirements of the hotel.
  • Ensure all back-up vouchers are complete.
  • Coordinate with the front desk and restaurants/bars closing to facilitate a smooth operation of file maintenance and reset of system totals for next day operations.
  • Provide instruction and/or guidance for guest and employee safety in fire or other emergency situations.
  • Responsible for productivity requirements for front office, guest services, and housekeeping staff.
  • Oversees and participates in all aspects of the Front Office, Guest Service and Housekeeping operations ie: public space cleanliness, room inspections, reception coverage etc.
  • Motivates team members and establishes a productive work environment
  • Acting manager on duty in the absence of MOD

Qualifications

Qualifications/Skills:

Requirements are representative of minimum levels of knowledge, skills and /or abilities.  To perform this job successfully, the employee will possess the abilities or aptitudes to perform each duty proficiently, with or without reasonable accommodation.

Essential:

  1. Basic mathematical skills and ability to operate a 10-key by touch.
  2. Ability to effectively deal with guest and employee concerns in a friendly and positive manner.  This involves listening to the nature of concern, demonstrating empathy with the customer and providing positive and proactive solutions.
  3. Ability to access and accurately input information using a moderately complex computer.
  4. Ability to read, write and speak English sufficient to understand and communicate with employees and guests. 
  5. Must have excellent telephone etiquette skills.
  6. Any combination of education and experience equivalent to graduation from high school or any other combination of education, training or experience that provides the required knowledge skills and abilities.  High school diploma required.
  7. One-year experience in a similar size operation required. 

Desirable:

  1. Hotel experience preferred

Physical Abilities:

  • Inside with protection from weather but not necessarily changes in temperature.
  • Physical activities include standing or sitting for long periods of time. Walking, talking, seeing, hearing, talking, fingering, feeling, reaching, bending, grasping, and holding. Considerable repetitive motion of hands, fingers and wrists as pertains to the operation of a computer keyboard.
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About this Employer

Thompson Nashville

401 11th Ave South
Nashville, TN 37203

(615) 262-6000

224 Room Hotel

www.thompsonhotels.com

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THOMPSON NASHVILLE

Our downtown Nashville luxury boutique hotel.

There’s no place like Nashville, the perennial Southern crossroads that refuses to be typecast. And at the heart of this little big town’s explosive growth, our luxury boutique hotel in The Gulch is the place to be.

Sharing the block with beloved bluegrass and roots music icon The Station Inn, Thompson Hotels celebrates this city’s creative spirit, with Nashville’s own Hastings Architecture Associates and James Beard Award-winning chef John Besh weaving an energetic new neighborhood luxury hotel destination into the local fabric.

Join us on the rooftop bar for porch sippin’ cocktails, twenty regional brews and spectacular views from downtown Nashville to SoBro. Then head down to Marsh House restaurant for a seafood-focused, Gulf-to-Gulch take on Southern cooking, driven by the bounty of our local farmers and makers.