LTD Hospitality Group - Norfolk, VA

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Responsible for the total desk operation. To represent the hotel during the hours of 11:00PM and 7:00AM, keeping the General Manger and Guest Care informed of any guest complaints or situations that need immediate attention. Reconciling daily transactions of all accounts and outlets of the hotel ensuring complete balancing while maintaining customer service at all times.


Provide the highest quality of service to the customer at all times.

Meet with PM shift associate to ensure all pertinent information was passed along in the pass on log.

Welcome and register guests within 10 feet of desk and provide room assignments accommodating all special requests whenever possible.

Handle guest check-ins and checkouts efficiently and in a friendly and professional manner. Organize shift and review remaining reservations that are to arrive.

Verify that all updated contingency reports have been run. Resolve and discrepancies with departments out of balance. Print registration cards for next day arrivals.

Confirm all time cards have been tallied daily and advise managers of any associates running into overtime.

Ensure credit card draft capture is in balance.

File credit cards, keys and completed reports. Complete the express checkout envelopes and have the Night Housekeeping / Security Aide delivers to the guestrooms before 5:00 AM.

Ensure Property Management System is backed up nightly on designated tape and stored in the safe.

Ensure that all wake up calls are handled promptly and properly. Type any misc memos or minutes left for you.

Complete a “person in charge” security report identifying any unusual events and place on the General Manger’s desk for review. Ensure all work in property envelope is neat and accurate and properly dated. Receive and transmit mail, phone, and written messages for guests.

Post room charges, food & beverage charges, phone charges, compute guest bills (individual, group masters, and city ledger accounts) using PMS, collect payment and make change for hotel guests following all cash handling procedures as required by LTD.

Complete daily revenue report accurately and input daily summary records and same day selling strategy report. Update communication board for the day. Responsible for proper telephone etiquette. Change dates on credit card imprinters. Check accuracy on time stamp machine.

Prepare AM Housekeeping Status Report recording same day checkouts, ready rooms and rooms temporarily out of order. Prepare Newly Vacated Rooms report for Housekeeping showing early departures. Leave all completed reports at the assigned areas for Guest Care. Report to AM associate at the end of your shift, reporting any unusual conditions and occurrences.

Have a thorough knowledge of the Micros point of sale register and the Xeta Call Accounting System. Inspect Front Desk area for cleanliness. Thorough training in Service Advantage (continue to practice skills taught).

Make a copy for the direct bill file, log in call report and input stamp envelope and input in designate location from immediate supervisor. Stamp, code invoices and petty cash and load into property checkbook once a week and leave in immediate supervisor box on designated day.


1) Must have a high school diploma and some college preferred but not required.

2) Must be able to communicate both in writing and verbally in a professional business manner.

3) Must be flexible to work varying schedules in support of the business needs of the hotel.

4) Work with different levels of management and associates as a team player.

5) Ability to work independently.