Night auditor, lodging division

WINTER PARK RESORT OVERVIEW

Opened in January of 1940, Winter Park Resort is the oldest continuously operating resort in the United States. We are located just 67 miles north-west of Denver, which makes us the closest major ski resort to the city.  Winter Park’s traditions are deeply rooted in railroad, logging, and the early exploration of Grand County and the local Fraser Valley. Our mission is to “create the best memories, again and again,” for our guests, our employees, our community, and our strategic partners.

Headquartered in Denver, Colorado, Alterra Mountain Company is a community of 12 iconic year-round destinations, including the world’s largest heli-ski operation. The company owns and operates a range of recreation, hospitality, real-estate development, food and beverage and retail businesses. Headquartered in Denver, Colorado with destinations across the continent, we are rooted in the spirit of the mountains and united by a passion for outdoor adventure. Alterra Mountain Company’s family of diverse playgrounds spans five U.S. states and three Canadian provinces: Steamboat and Winter Park Resort in Colorado; Squaw Valley Alpine Meadows, Mammoth Mountain, June Mountain and Big Bear Mountain Resort in California; Stratton in Vermont; Snowshoe in West Virginia; Tremblant in Quebec, Blue Mountain in Ontario; Deer Valley in Utah; and CMH Heli-Skiing & Summer Adventures in British Columbia. We honor each destination’s unique character and authenticity and celebrate the legendary adventures and enduring memories they bring to everyone together.
The Night Auditor plays a critical role in the Winter Park Resort Lodging Division’s Front Desk operations. The Night Auditor is the go-to person and face of the Lodging Division for guests, homeowners, and resort staff during the overnight hours. Key responsibilities of this position include the following: overseeing the Front Desk operation during night-time hours, responding to all owner and guest service requests, performing check-in and check-outs, being the designated point person during any lodging emergency situations, executing all night audit duties to ensure the operation is ready to commence business the following day, and performing detailed QA on same day and next reservations. The Night Auditor will follow all Winter Park policies and procedures, all applicable laws (federal, state, and local), and all health and sanitation codes.

ESSENTIAL DUTIES:

* Responsible for overseeing the Front Desk operation during night-time hours (which is the go-to location for lodging guests or owners requiring assistance overnight)
* Provides exemplary guest service skills during owner/guest check-in/check-out
* Answers all incoming PBX calls and making new/altering reservations as required
* Responds to owner/guest service requests that require action during hours where no housekeeping staff or maintenance staff are on duty
* Strives to know all the answers or knows where to find them
* Uses the HotSOS work order system to log all owner/guest requests received and completed (or dispatches them to an appropriate team member)
* Typically the first point of contact during any emergency situation occurring, during night-time hours, in the properties falling under the purview of the Lodging and Property Management division
* Acts as a coordinator and communications liaison with owners, guests, resort security, resort senior management, and emergency services (depending on the situation)
* Follows all emergency procedures and initiates communication via calling tree as necessary
* Responsible for following all established Night Audit procedures, while continuously seeking new ways to improve the current process
* Performs all necessary procedures to ensure the day’s financial business for the Lodging Division is formally closed (from a financial/accounting standpoint), the date is rolled, and all property management systems (notably SMS-Host) are functioning correctly and ready for the next day’s business
* Contacts and works with IT and SMS-Host support to rectify any issues preventing the daily close from occurring
* Performs detailed QA on any remaining same day arrivals and all next-day arrivals (to identify and mitigate any potential guest or homeowner service issues and rectify any problems with outstanding balances, soft blocked rooms, out-of-order rooms and/or oversell situations)
* Performs nightly “bucket checks” to ensure that the filing of all registration cards accurately matches any updates (e.g. room moves) being reported via the property management system
* Completes all “whoses” from the day (creating new guest tiles and inputting appropriate data) when new guest information is captured
* Assembles pre-registration packages (and any other special arrival packages) as directed including accurate encoding of room keys and codes
* Completes accurate reconciliation and deposits of all cash and/or checks from owner and guest payments
* Reconciles petty cash/change box
* Prepares, reviews, and distributes all required reports (pre and post night audits) to ensure that a hard-copy back-up is available in case of system down-time or emergency (and to support the morning Front Desk team in being set-up for the day)
* Stays current with lodging, general resort, and local area information to be able to provide accurate information and/or assistance in response to owner and guest requests
* Answers incoming calls (internal and external) at the PBX switchboard in a courteous, professional, and expeditious manner
* Follows all established uniform and appearance policies
* Works closely with other Front Desk staff to assure continuity of service, procedures, and employee experience (regardless of season, day of week, or time of shift)
* Performs a formal hand-off from nighttime shift to the day shift to ensure that the day shift has awareness and is fully updated on any issues occurring overnight (as well as any specific follow-up actions which need to be taken) Note: The same expectation is held for the day shift when the handover to night shift occurs.

This job description is an overview of the scope of responsibilities and is not intended to be an inclusive list of job tasks and expectations. With the evolution of this resort and position, the responsibilities of this position may change.

EDUCATION & EXPERIENCE REQUIREMENTS:

EDUCATION:

* High School Diploma or GED required. Higher education desired.

EXPERIENCE

* Minimum of two (2) years working in the hotel, lodging, resort or hospitality industries (in a guest service, front desk or accounting function); or working in a finance/accounting role; or call center environment required.
* Experience using Springer-Miller System (SMS) preferred
* Experience using HotSOS preferred
* Experience acting as the initial lead for owner/guest safety (including clearly communicating accurate information, directing guests/owners to assembly points should evacuation be necessary and following formal procedures) during emergency situations preferred
* ICS certification desirable
* Proven experience working late night/overnight shift preferred

QUALIFICATIONS AND SKILLS

* Demonstrable working knowledge Microsoft Office (including Word and Excel) required
* Valid Colorado Driver’s License ad clean motor vehicle record required
* CPR/AED certification required (training will be provided)
* Must possess exemplary organizational skills
* Strong interpersonal and communications skills required This position may be required to work evenings, weekends and holidays.

PHYSICAL DEMANDS AND WORKING CONDITIONS:

* Able to lift, carry, or otherwise move and position a minimum of 20 pounds on an occasional basis.
* Manual dexterity to operate a computer and other common office equipment on a constant basis.
* Auditory and visual acuity to operate computers, phones, mobile devices and basic office equipment on a constant basis.
* Ability to work for extended periods of time sitting, bending, reaching, and speaking on a constant basis.
* Ability to work for extended periods of time standing, walking, kneeling, pushing and pulling on an occasional basis.
* Talking and hearing occur continuously in the process of communicating with guests, supervisors and other employees.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily- reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

OTHER DUTIES AS ASSIGNED

This position description is an overview of the scope of responsibilities for the role described above. With the evolution of Winter Park Resort, the responsibilities of this position may change as may the dates associated with many of the tasks. During these times of change, this position requires the flexibility and willingness to accept new responsibilities and potentially transfer others. It will also be the responsibility of any employee of Winter Park Resort to be a positive influence on the transformation of the resort and its associated lines of business.

AN EQUAL OPPORTUNITY EMPLOYER:

Winter Park Resort is an Equal Opportunity Employer and is dedicated to the principles of equal employment opportunity in any term, condition, or privilege of employment.
We do not discriminate against applicants or employees on the basis of age, race, sex, color, religion, national origin, disability, sexual orientation, gender identity, veteran status, or any other status protected by state or local law.
Winter Park Resort will make reasonable accommodation for qualified individuals with known disabilities unless doing so would result in an undue hardship to Winter Park Resort. This policy governs all aspects of employment, including selection, job assignment, compensation, discipline, termination, and access to benefits and training.
This job description in no way states or implies that these are the only duties to be performed in this position. I understand that this document does not create an employment contract, implied or otherwise, other than an “at will” relationship.