Night Audit

At The Oliver Hotel in Knoxville, TN, the Night Audit role helps keep overnight operations running smoothly while delivering a welcoming first point of contact for guests. Working onsite, you manage guest interactions from check-ins and check-outs to inquiries, bookings, and payments, then complete nightly audits, reports, and message handling that keep front office records accurate.

What you will do

• Handle guest registration efficiently, including obtaining proper method of payment, performing credit-limit checks, following billing instructions, and completing follow-up courtesy calls
• Answer inquiries courteously and accurately for reservations, hotel information, and guest concerns through both telephone and in-person interactions
• Provide warm, anticipatory guest service for incoming calls and general inquiries
• Process wake-up call requests and screen calls or other requests related to placing and receiving telephone calls
• Receive, answer, record, and process guest calls, requests, questions, or concerns; log all requests or issues
• Advise guests of messages received via voicemail, mail, or faxes and send messages to the room if required
• Support service recovery by providing appropriate options to help ensure guest satisfaction
• Maintain front desk back-office support by keeping equipment in working order and maintaining a par stock of supplies
• Participate in pre-shift meetings, review shift reports, arrivals, departures, daily events, groups in-house, service recovery guests, and complete proper follow-up
• Review profile details of incoming arrivals and departing guests, address requests and service recoveries, and communicate special requests to other departments
• Serve as lobby ambassador by maintaining a presence in the lobby when not stationed at the front desk
• Ensure work area and lobby cleanliness are maintained at all times
• Audit third-party reservations by reconciling them nightly within their respective extranet
• Post overnight valet charges, capture valet revenue, and export valet reports
• Audit reservation cancellations and capture revenue for late cancellations
• Charge No Show reservations, including first night room and tax
• Complete HMS end-of-day processing to export and email correct end-of-day reports from HMS
• Export and email sales reports from the Aloha remote desktop
• Generate the daily Flash Report by inputting data from the end-of-day reports
• Professionally respond to guest reviews
• Conduct hourly radio checks communicating with all overnight employees
• Perform additional duties and projects as assigned

Skills and qualifications

• Ability to speak, read, write, and understand English
• Professional demeanor and presentation appropriate for a luxury environment
• Excellent interpersonal, written and verbal communication, and training skills
• Positive attitude with a team focus, enthusiasm, and strong customer service skills
• Ability to work a flexible schedule including evenings, weekends, and holidays based on department needs and business volumes
• Highly motivated and organized, goal- and results-oriented, and able to thrive under pressure
• Ability to stand, sit, or walk for an extended period of time
• Hospitality experience preferred
• Must be eligible to work in the USA

Tools and systems

• HMS
• Aloha remote desktop

Physical requirements

• Must be able to work on your feet for up to 12 hours, including prolonged standing and repetitive hand and wrist motion
• Requires bending, stooping, twisting, and lifting products and supplies weighing up to 20 pounds
• Occasional lifting and/or moving of items up to 50 pounds