Come join our team as our next Night Auditor at the AT&T Hotel and Conference Center, located in the heart of the UT campus! Hook'em!

　　*Ideal candidate has overnight Full-Time availability.

　　Principle Responsibilities & Position Purpose:

　　Greets and registers guests, providing prompt and courteous service.  Checks guests out of the hotel.  Resolves guest challenges throughout their stay in our hotel.  Promotes hotel services, amenities and up sells products to the guests.  Answers hotel telephone and directs call to appropriate extension or room.  Clearly communicates with guests regarding hotel information and emergencies.  Represents the Management in their absences and ensures the maintenance of our PLATINUM SERVICE Standards in all Guest areas

　　ESSENTIAL FUNCTIONS

　　Ability to work overnight, 11pm – 7am.

　　Completes the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate.  Makes appropriate selection of rooms based on guest needs.  Codes electronic keys.  Non-verbally confirms the room number and rate.  Provides welcome packet containing room keys, tokens of our appreciation, gifts, etc. to guest.

　　Ensures rooms and services are correctly accounted for within guest statement. Properly accounts for services provided by the hotel.  Assists guests with check out payments or charges.  Accepts and records vouchers, credit, traveler’s checks, and other forms of payment.

　　Greets customers immediately with a friendly and sincere welcome. Uses a positive and clear speaking voice, listens to understands requests, responds with appropriate action and provide accurate information such on outlet hours, special VIP programs, events, etc.

　　Receives special requests from guests, and responds appropriately or forwards requests to appropriate team members for decisions and actions.

　　Promptly answers the telephone and email inquiries. Inputs messages into the computer and advises other team members of special guest needs. Retrieves messages and communicates the content to the guest. Retrieves mail, packages and facsimiles or other special items for customers as requested.

　　Fields guest complaints, conducting thorough research to develop the most effective solutions and negotiate results. Listens and extends assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc. Remains calm and alert especially during emergency situations and heavy hotel activity. 

　　Answers calls originating from external and internal sources.  Directs caller to appropriate extension or room. Verifies last name of guest for all room calls.  Assists guests with directions or other required information. Directs hotel staff to assist guests, upon request.  Communicates to callers in a clear and concise manner.  Inputs/writes messages using proper grammar and spelling.  Verifies names and telephone numbers.

　　Properly handles all incoming urgent matters or emergencies for the guests and hotel.  Works with hotel management and/or security in order to calmly direct appropriate action.  Appropriately documents all emergencies. 

　　On Night Manager’s 2 day’s off:

　　Serves as Manager-On-Duty to address and resolve guest and team member questions or issues; Ensures total guest satisfaction and safety

　　Overall supervision of all night shift team members to ensure quality service standards are maintained.  Supervises and trains night Guest Services Agents to ensure guests are satisfied with their stay and reports are accurately completed.

　　Oversees the preparation of daily summary reports for distribution to various departments on the day's business activities.

　　Addresses concerns and incidents and reviews the status of the daily operation with Department Heads to ensure quality and continuity in operations.

　　Manage any emergencies that arise during the night hours in conjunction with Security.

　　Assist the Front Office Manger with the daily operation of the Front Desk, coordinating with other departments as required to manage Guest satisfaction.

　　Ensure the day-to-day operation of the Front Desk meets AAA 5-Diamond, PLATINUM SERVICE standards at all times by working along side colleagues on a regular basis.

　　Responsible for rooms inventory control, effective blocking of reservations to maximize occupancy, rate and guest satisfaction, along with coordinating future days inventory control.

　　Handle guest compliments, complaints and concerns in an appropriate fashion to ensure guest satisfaction and fiscal responsibility.

　　Review Group Resumes, VIP Alerts, Site Inspections and arrival and departure manifests to ensure consistent service standards.

　　Consistently reviewing guest information on guest folios and reservations, reviewing scheduled/un-scheduled departures and stay-overs, while monitoring the accuracy of room counts and inventory levels.

　　Control stock inventory levels, monitor workstations for cleanliness and organization at the Front Desk and in the back office areas.

　　Become fully trained for:  fire, bomb threat, power failure, serious illness, death, and natural disasters, along with other Manager on Duty responsibilities.

　　Any other duties that may be necessary in the operation of the conference center.

　　ORGANIZATIONAL RELATIONSHIPS

　　Positions indirectly reporting to this position (titles):

　　Valet Runners

　　Bell Staff

　　Guest Service Agent (Front Desk & Telephone Operator)

　　Concierge

　　Housekeeping staff

　　Engineering Staff

　　Food and Beverage Staff

　　SPECIFIC JOB KNOWLEDGE, SKILL AND ABILITY

　　The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation.

　　Ability to arrive to work on time and when scheduled.

　　Ability to stand on feet up to 7 hours a day and work in a fast-paced environment

　　Must be highly organized and energetic and possess the ability to get the job done

　　Strong administration and organizational skills are valuable for this important position.

　　Excellent communication skills, both written and oral.  Second language is an asset

　　Working knowledge of Outlook, Opera, Word and EXCEL

　　QUALIFICATION STANDARDS

　　EDUCATION

　　2 or 4 years college degree preferred.EXPERIENCE LICENSES OR CERTIFICATES

　　Previous experience in Front Office Operations preferred.

　　No special licenses or certificates required.

　　*AT&T Hotel and Conference Center participates in E-verify. Applicants must have valid and current authorization to legally work in the U.S.

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