Front Desk Night Auditor

Job Summary
The Night Auditor at The Sheraton Palo Alto is responsible for providing guest-focused hospitality services, serving as a night shift resource for customer service, and ensuring the security and safety of all hotel guests. The Night Audit will promote hotel services and anticipate guest needs to promote higher guest satisfaction. The ideal candidate will have 2-5 years of prior customer service and hospitality experience, as well as a professional attitude and strong communication skills.

Compensation & Benefits
The Night Auditor at The Sheraton Palo Alto will receive an hourly wage of $25 per hour, paid bi-weekly. In addition, employee benefits may include vacation days, health insurance, and paid time off.

Responsibilities

• Greet guests upon arrival and check them in/out of the hotel
• Answer guest inquiries and resolve problems with tact and diplomacy
• Prepare guest room bill accurately and balance to accounts receivable
• Complete opening and closing shift duties, and communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up. Respond appropriately to guest complaints.
• May routinely book guest reservations for individuals and/or groups that are requested either by phone or from within the hotel; process cancellations, revisions, and information updates on changes.
• Process low daily revenue reports
• Ensure the security of all hotel guests through careful monitoring of entrances and exits
• Provide exceptional customer service at all times
• Perform other duties as assigned

Requirements

• 2-5 years customer service/hospitality experience
• Understand hotel operations, methods, procedures, and standards
• Ability to multi-task and prioritize
• Excellent communication skills
• Must be available to work nights, weekends, and holidays
• Must be able to work in a fast-paced environment
• Possess computer knowledge such as typing, composing e-mails, using Microsoft Office, Outlook and knowing how to use search engines.

Skills

•  Strong English business communication skills both verbal and written.
•  Strong interpersonal skills such as listening, smiling, relating, asking questions, teamwork, etc.
• Have the skill to manage multiple tasks at a time, maintain focus and structure, and know how to prioritize.
•  Have the skill to resolve conflicts with ease and professionalism to ensure maximum guest and associate satisfaction and or skill to communicate any guest/associate conflict with management

PHYSICAL REQUIREMENTS

• Prolonged standing/walking for 8+ hours
• Ability to walk around the hotel, up and down stairs, stoop, kneel, lift a minimum of 50 lbs. and push and pull approximately 200 lbs.

BUSINESS ATTIRE

To present a professional and business image to guests, associates and public we ask that all associates follow PHM’s dress and grooming standards available in the PHM Handbook on page 16. Standards include wearing full uniform at all times, uniform must be neat, clean and wrinkle free, practice good personal hygiene, and grooming.

PREFERRED QUALIFICATIONS

• Degree/Certifications in Business Management or Hospitality
• Bilingual or Multilingual
• Prior hotel experience
• Emotional Intelligence Training

EEOC Statement
At The Sheraton Palo Alto, we value diversity and are committed to creating an inclusive and equitable environment for all. We are proud to be an equal opportunity employer and encourage all applicants from diverse backgrounds to apply.