Night Auditor - Hay Creek Hotels

Hay Creek Hotels is seeking passionate and customer service focused Front Desk Agent: Night Auditor to join our at The Exeter Inn. Maintain outstanding professionalism with the ability to multitask and excel in a past-faced environment.

Tucked in the quaint mountain town of Blowing Rock, North Carolina, The Embers Hotel will offer 36 guest rooms and suites with full-service restaurant and al fresco dining patio. Managed by Hay Creek Hotels, this new-build boutique location will embody a fireside retreat with 4-star service in an approachable, natural setting. The new resort is projected to open in early spring 2024.

Salary

Job Summary:

• Greet and welcome all guests in a professional and hospitable manner. Address each and every guest using the S.E.A.C. method, with a smile, eye contact, acknowledge their presence in a timely manner with appropriate greeting, and kindly close.

• Register guests and securely assign them a guest room and room key. Verify guest credit and process payment upon check-out.

• Assist guests with any and all needs, including assisting in bringing luggage to their rooms, making restaurant reservations, and ensuring housekeeping and maintenance requests.

• Have a thorough knowledge of hotel services, local shopping, dining, entertainment, and travel directions.

• Provide telephone services and operate the multi-line phone system effectively. Follow all service scripts.

• Have a thorough working knowledge of hotel property management system and rates/packages offered. Regularly check availability for reservation inquiries. Make and confirm reservations over the phone and coordinate those submitted online.

• Professionally handle guest requests, solve problems and follow up on outstanding items. Communicate any elevated concerns to supervisor/manager.

• Maintain the lobby area to ensure cleanliness and organization to comply with hotel standards.

• Flexibility to step into whatever role is needed to deliver exceptional customer service. This may include taking on job responsibilities outside of this job description and may require assisting other departments in their regular functions.

• Flexibility to work days, nights, weekends, holidays, and critical peak business days.

• Know and practice all safety and emergency procedures. Lead emergency situations, such as evacuations. Follow all key procedures. Secure guest valuables. Manage Lost and Found per policy.

• A distinctive element exclusive to Hay Creek Management’s approach to guest service is its "Host Philosophy," which encourages each associate to develop the skills necessary to offer competent hospitality service outside the realm of their primary job responsibilities.

  The ability of our Host Associates to proficiently multi-task provides guests at Hay Creek properties a secure, comfortable confidence that their service expectations will be exceeded.

  Essential Functions:

  ¨ Must have knowledge and understanding of all front desk associate job requirements.

  ¨ Record messages for next shift and management, especially guest related issues and early morning call outs.

  ¨ Communicate with housekeeping and front desk of any no-shows, room moves, early check-outs, etc.

  ¨ Balancing of daily postings and revenue in system.

  ¨ Timely and accurate preparation and distribution of daily reports be email.

  ¨ Expeditious and diplomatic resolution of guest issues.

  ¨ Full knowledge in all emergency procedures (fire, safety, disaster, etc.)

  ¨ Security checks of entire building are done routinely through the night, including locks and energy efficiency program.

  ¨ Accurate preparation of VIP, complimentary, house use rooms and out of order lists.

  ¨ Ensure proper registration of guests and credit procedures are followed.

  ¨ Efficient processing of guaranteed/no show billings.

  ¨ Adhere to all systems and controls procedures.

  ¨ Complete third shift night audit checklist and responsibilities are complete.

  ¨ (FT night auditor) to make sure invoices are entered correctly into M3.

  ¨ Completion of the M3 Night Audit spreadsheet each shift which requires printing 1 extra report from the Aloha PMS system and 2 reports from the Roommasters System then data entry into the spreadsheet (total estimated time for all of this would be 30 minutes).

  ¨ Entry of the daily report data from the summary page of the above report into the M3 Acknowledge Accounting system (total estimated time 15 minutes).

  ¨ Exporting of the Daily Reports from M3 and emailing to various department heads at the hotel.

Keyword: Front Desk / Guest Service Agent
Required Experience:

• High School diploma or equivalent.
• Ability to operate smoothly and professionally under high stress situations.
• Ability to work in a constructive, team working environment with a positive, upbeat and customer-focused attitude.
• 1 year customer service experience required, hotel environment highly preferred.
• Must be very skilled with technology and a quick learner. Working knowledge of a Property Management System preferred.
• Flexibility to work nights or mornings, weekends, holidays, and busy seasonal days.
• May be subject to successful completion of background check.

Hotel Specific Essential Functions:

¨ Ability to stand/sit for 8 hrs length of time

¨ Ability to lift 30 lbs.

¨ Ability to bend frequently during a shift

¨ Ability to read, write, understand and speak English

¨ Ability to work 11pm to 7am any night of the week if needed (ie. Cover vacations, sick days, etc.).

Technology and Equipment:

¨ M3 accounting software

¨ Windows Office, Excel, Outlook, Word

¨ Telephone Switchboard

¨ PMS Room Master

¨ POS Aloha

¨ Computer and Printer

¨ Intermediate internet technology

¨ CB Radio

¨ Open Table

Benefits:

Hay Creek offers an extensive benefit and incentive package, including;

• Insurance Benefit package including company-funded Medical, Dental, Vision, Life, Disability, Accident, and Critical Illness plans*
• Free Life Insurance of $25K from HCH*
• Tax-free Flex Spending Accounts for Medical Costs and Daycare Costs*
• Competitive Paid Time Off including Vacation, Sick, Holiday Pay, and Personal Birthday*
• Weekly payroll schedule
• Competitive Wages with Cost of Living Adjustments and Annual Performance/Wage Reviews
• Lodging Discounts at any HCH Property (Employee forty-nine per night, Friends & Family eighty nine per night)
• Dining Discounts at any HCH Property (50% off food for employee and guests)
• Hospitality Discounts from our partners at the New England Inn & Resort Association and Historic Hotels of America
• Industry Travel Discounts through Working Advantage (rental cars, event tickets, local activities, etc.)
• Supportive Culture that is fun and motivating, with open-door policy work environment
• Employee Recognition Program through 'Delight Dollars' appreciation and prizes
• Employee Assistance Program including 24/7 confidential support and KOFE financial education
• Accelerated Career Advancement of professional enrichment, company-sponsored conferences & classes, and our formal Professional Development Program for new managers in training.
• Free Parking

(*for eligible associates classified as benefits eligible)

About Hay Creek Hotels:

Founded in 2005, Hay Creek Hotels was created specifically to combine the intimacy of a boutique hotel with world-class cuisine, cutting-edge technology, unparalleled guest service and the exclusive amenities of a luxury inn. At Hay Creek Hotels, our passion is to pioneer superior service and inspire excitement within the small, independent hotel sector: to "Delight & Surprise" our guests every day. These values are driven by the idea that the best hotels and restaurants are the ones that draw on the spirit, culture and character of their locales. From meticulously renovated historic properties to exciting new-build hotels, we offer some of the most unique and interesting lodging and dining destinations in the United States. Our hotels and resorts are designed to reflect their respective neighborhoods and serve as good neighbors by participating in community events and causes. Through environmentally responsible design and day-to-day management, we adhere to best practices for sustainable operations at every location.

Bringing a hyper-local focus to the hotel dining experience, the restaurants in the Hay Creek Hotels collection form deep connections with respected local farms and providers. Our chefs seamlessly integrate their regions’ finest meats, seafood and produce with contemporary cooking styles and flavors. Each Hay Creek restaurant is distinguished by sophisticated yet casual ambiance and cuisine that delivers both comfort and surprise with each bite. We are not the average box hotel, and this is not the average dining experience. Dishes are created each night with the perfect balance of texture, flavor, and presentation. Farm-to-table food brings sensational seasonal menus with creative twists on old classics.

Our Core Values and Beliefs;

We promote and support a culture that Delights & Surprises each of our customers, associates, and business partners. Our Host Philosophy encourages each associate to develop the skills necessary to offer outstanding hospitality service outside the scope of their primary job responsibilities. Our Associate Promise is the commitment to truly listen to and communicate openly and honestly with all team members. We embrace Pride Of Ownership to create an, “I can, I am, I own,” empowered approach to everything we do. Partnering in our Local Community and respecting the environment we live in are beliefs we incorporate into daily operations.

To learn more, visit us at www.HayCreekHotels.com

From: Hay Creek Hotels