AT&T Hotel & Conference Center

Runs a campus hotel and conference center

Night Auditor

Hotel Guest ServicesConfirmed live in the last 24 hours

Full-timeAustin, TX, USAIn-person

About the Job

Requirements

Ability to work overnight from 11 p.m. to 7 a.m.
Highly organized and energetic, with the ability to complete assigned work.
Strong administrative and organizational skills.
Excellent written and oral communication skills.
Working knowledge of Outlook, Opera, Word, and Excel.
A high school degree is required.
Applicants must have valid and legal work authorization in the United States.

Responsibilities

Greet and register guests, provide prompt and courteous service, check guests out, resolve challenges during their stay, promote hotel services and amenities, and upsell products.
Answer hotel telephone calls and direct them to the appropriate extension or room.
Communicate hotel information and emergencies clearly to guests.
Represent management in its absence and maintain FLIK Platinum Service standards in guest areas.
Complete guest registration by entering and retrieving information in the computer system, confirming guest and room-rate details, selecting rooms based on guest needs, coding electronic keys, confirming the room number and rate non-verbally, and providing a welcome packet with room keys.
Ensure guest statements correctly account for rooms and services; assist with checkout payments or charges; and accept and record vouchers, credit, traveler’s checks, and other forms of payment.
Welcome customers promptly and sincerely, listen to requests, respond appropriately, and provide accurate information about outlet hours, VIP programs, and events.
Receive guest special requests and respond or forward them to appropriate team members for decisions and action.
Answer telephone and email inquiries; enter messages in the computer and advise team members of special guest needs; retrieve and communicate messages; and retrieve mail, packages, facsimiles, and other requested items.
Research guest complaints, develop effective solutions, negotiate outcomes, and assist guests with issues such as price conflicts or insufficient heating or air conditioning; remain calm and alert during emergencies and periods of heavy hotel activity.
Answer internal and external calls, direct callers to the appropriate extension or room, verify guest last names for room calls, provide directions and other information, direct hotel staff to assist guests upon request, communicate clearly, enter or write grammatically correct messages, and verify names and telephone numbers.
Handle urgent guest and hotel matters and emergencies, coordinate appropriate action with hotel management or security, and document emergencies.
When the Night Manager is off, serve as Manager on Duty to address guest and team-member issues and ensure guest satisfaction and safety.
When the Night Manager is off, supervise night-shift team members to maintain service standards and supervise and train night Guest Services Agents; ensure guest satisfaction and accurate reports.
When the Night Manager is off, oversee preparation of daily summary reports for distribution to departments.
When the Night Manager is off, address concerns and incidents and review daily operations with department heads to ensure quality and continuity.
When the Night Manager is off, manage overnight emergencies with Security.
When the Night Manager is off, assist the Front Office Manager with daily Front Desk operations and coordinate with other departments to manage guest satisfaction.
When the Night Manager is off, work alongside colleagues to ensure the Front Desk meets AAA 5-Diamond and Platinum Service standards.
When the Night Manager is off, control room inventory and block reservations to maximize occupancy, rate, and guest satisfaction, coordinating future inventory control.
When the Night Manager is off, handle guest compliments, complaints, and concerns to ensure satisfaction and fiscal responsibility.
When the Night Manager is off, review group resumes, VIP alerts, site inspections, and arrival and departure manifests to ensure consistent service standards.
When the Night Manager is off, review guest folios and reservations, scheduled and unscheduled departures, stayovers, room counts, and inventory levels for accuracy.
When the Night Manager is off, control stock inventory and monitor cleanliness and organization at Front Desk workstations and in back-office areas.
When the Night Manager is off, maintain training for fire, bomb threat, power failure, serious illness, death, natural disasters, and other Manager on Duty responsibilities.
Perform other duties necessary for conference center operations.
Maintain regular attendance in accordance with applicable standards.

Desired Qualifications

Previous experience in Front Office Operations is preferred.

JOIN OUR AT&T HOTEL AND CONFERENCE CENTER NIGHT AUDIT TEAM (FULL-TIME) ! HOOK 'EM!

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 Management in their absences and ensures the maintenance of our FLIK 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.
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.

IF Night Manager is off, the following may be required:

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 Manager 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 alongside 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.

OTHER DUTIES

Regular attendance in conformance with the standards, which may be established by Flik from time to time, is essential to the successful performance of this position.

SPECIAL QUALIFICATIONS

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.
Working knowledge of Outlook, Opera, Word and EXCEL

QUALIFICATION STANDARDS
EDUCATION
High school degree required.

EXPERIENCE LICENSES OR CERTIFICATES
Previous experience in Front Office Operations preferred.

No special licenses or certificates required.

The Benefits working at AT&T Hotel and Conference Center for FLIK/Compass:

Paid Vacation Days (after 90 days of employment)
Annual Merit Increases
11 Paid Holidays (after 90 days of employment)
Ride the Bus for Free with UT Proximity Card
Free Daily Shift Meals
Lockers & Locker Rooms with Showers
Discounted Monthly UT Garage Parking
Discount Gift Shop offerings
Referral Bonus $

We are owned by UT Austin and managed by Compass Group North America, a diversity growth-oriented organization. Our goal is to improve the quality of work life by using fair and consistent treatment and providing equal growth opportunities for ALL associates. EOE & AA Employer M/F/D/V.

AT&T Hotel and Conference Center participates in E-Verify. Applicants must have valid and legal work authorization in the United States.

About the Company

AT&T Hotel & Conference Center

Runs a campus hotel and conference center

AT&T Hotel & Conference Center runs a hotel, meeting venue and restaurants for business travelers, academic groups and visitors to Austin. On the University of Texas at Austin campus, the property hosts conferences and workshops alongside weddings, fundraisers and other private events. Guests book overnight stays, while event organizers reserve meeting rooms and ballrooms and arrange catering; its restaurants also serve people visiting the campus and surrounding neighborhood. Owned by the university and managed by FLIK Hospitality, part of Compass Group, the hotel combines a campus setting with commercial hospitality operations. Founded in 2008, the hotel is headquartered in Austin, Texas.

Company size: 201-500
Company stage: Not listed
Total funding: Not listed
Headquarters: Austin, TX
Founded: 2008

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