Night Auditor (Night Receptionist) - Aloft London Excel

**Additional Information**
**Job Number**
**Job Category** Rooms & Guest Services Operations
**Location** One Eastern Gateway Royal Victoria Dock, London Londo E16 1FR, United Kingdom
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**Schedule** Full Time
**Located Remotely?** N
**Position Type** Non-Management
**Pay Range:** GBP 27,268.80 Annual salary

**JOB SUMMARY**

The Night Auditor takes ownership of the guest experience from arrival to departure, resolving guest issues at first contact, as well as responding to emergencies through management of the fire panel, crisis management and accident/incident investigation as required. This position is also responsible to assist other departments when the business requires to do so. The Night Auditor has full oversight of the public areas and ensures we provide a welcoming and safe environment to everyone.

**CANDIDATE PROFILE**

**Education and Experience**
High school diploma or GED; 1 year experience in guest services, front office, or related professional area.

OR
2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required.

**CORE WORK ACTIVITIES**

**Safety and Security**
Maintain awareness of undesirable persons on property premises.
Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).
Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.
Handles challenging guest situations during the night and ensure property security
Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.

**General Guest Services Overview**
Welcomes and acknowledges each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
Address guests' service needs in a professional, positive, and timely manner.
Engage guests in conversation regarding their stay, property services, and area attractions/offerings
Actively listens and responds positively to guest questions, concerns, and requests following LSOPs and customer service knowledge to resolve issues, delight, and build trust.
Thank guests with genuine appreciation and provide a fond farewell.
Assist other employees to ensure proper coverage and prompt guest service.
Anticipate guests' service needs, including asking questions of guests to better understand their needs, watching/listening to guest preferences, acting on them whenever possible.

**Working to achieve Guest Services Goals**
Runs night operations, ensuring the quality, standards and exceeding the expectations of guests on a daily basis.
Drives their function specific goals and plans to prioritize, organize, and accomplish work
Drives Marriott Bonvoy Enrolments and ensures property target is reached
Drives Mobile Guest Services goals and ensures guests can enjoy a contactless experience
Drives to minimize chargebacks and revenue loss
Handles complaints and conflicts constructively, or otherwise negotiating with others
Strives to improve service performance
Drives same day selling to maximize room revenue and property occupancy
Understands the impact of Guest Services operations on the overall property financial goals and objectives
Contributes to an environment of enthusiastic service for our guests and associates

**Ensuring Exceptional Customer Service**
Improves service by communicating with and assisting guests, responding to feedback, and strives to create individualized experiences
Handles guest complaints as needed to insure the integrity of the property is maintained, guest satisfaction is achieved
Sets a positive example for other associates
Encourages employees to provide excellent customer service within guidelines.
Acts as point of contact for guest problems and complaints and delivers resolution.
Interacts with guests to obtain feedback on product quality and service levels.
Works with the Night Manager to raise concerns and reoccurring issues
Utilizes communication tools such as handovers to keep the team informed of all matters

**Arrival/Departure and Night Audit procedures**
Process all guest check-ins by confirming reservations in computer system, verifying guest identity, requesting form of payment, assigning room, and issuing room key in accordance with property policies and procedures
Secure valid form of payment prior to issuing room key.
Set up accurate accounts for each guest upon check-in according to their requirements
Assign room according to guest request and preferences whenever possible.
Process all check-outs including express check-outs, resolving any late and disputed charges, settling account, retrieving room key, and requesting comments on guest's stay.
File guest paperwork or documentation to assist with fraud and chargeback protection
Pre-register mobile check-ins and process upon arrival
Ensure rates match market codes and that any exceptions are documented and include an explanation
Manages all end of day inventories and procedures
Executes the night audit procedure and flags any discrepancies to the management
Assists with overseeing property security in the absence of security personnel
Oversees all Health & Safety Standards in the property overnight, including Pool and Fitness Centre

**Additional Responsibilities**
Provides information to co-workers, and manager by telephone, in written form, e-mail, or in person for anything relevant
Oversees all Health & Safety Standards in the property overnight and in the daytime, including Pool and Fitness Centre
If business demands, assists with Day shifts whenever necessary
Performs all duties related to Guest Services as necessary.
Complies with Marriott International Hotels Limited, Regional Office and local policies and procedures.
Oversees the Re:Fuel outlet during shift and ensures cleanliness and appropriate stock levels
Actively upsells in Re:Fuel
Complies with loss prevention policies and procedures.

**Critical Competencies**

**Analytical Skills**
Problem Solving
Decision-Making
Computer Skills
Learning

**Interpersonal Skills**
Team Work
Diversity Relations
Customer Service Orientation
Interpersonal Skills

**Communications**
Listening
Telephone Etiquette Skills
English Language Proficiency
Communication
Applied Reading

**Personal Attributes**
Dependability
Integrity
Positive Demeanor
Presentation
Safety Orientation
Adaptability/Flexibility
Stress Tolerance
Initiative

**Organization**
Multi-Tasking

_At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated.Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law._

At Aloft, we arent your typical hotelbut we arent too cool for school either. Were here to be our guests launching and landing pad. Whether they are taking their dog for a walk and coming back for a drink, wrapping up a day of meetings with coworkers, or theyre in town to see family, friends, or their favorite band, we offer a hub for connection to others and the area around them, with modern design and personality to boot. Were looking for confident self-expressers who arent afraid to draw outside the lines. If you are someone who gets excited about the possibilities to connect with others, then Aloft Hotels is the place for you. In joining Aloft Hotels, you join a portfolio of brands with Marriott International. **Be** where you can do your best work, **begin** your purpose, **belong** to an amazing global team, and **become** the best version of you.