Overnight Manager/Auditor

Principal Purpose of Job:

The Overnight Manager/Auditor acts at the overnight MOD to ensure optimum service to the guest.  Reviews, audits, fixes and settles all financial details from previous day.  Under the direction of the General Manager and/or Director of Lodging and Director of Finance, ensures that all financial details for each day are accurately reported and all guest requests and concerns are promptly resolved..

Guest Services ~ Essential Duties and Responsibilities:   Reporting to the Director of Lodging

Oversee the guest service function to ensure superior guest service is delivered on a consistent basis and corrective action is taken to resolve guest complaints.  Work with other departments in a constructive manner to resolve guest issues as needed.

Review and prepare payroll on a bi-weekly basis, including reconciling tips/commissions, and paid time off, as applicable.

Complete HR paperwork as needed and according to established deadlines: Job requisitions for open positions (with required signatures) Terminations/separation of employment PTO requests Performance reviews

Review and evaluate applications for employment.  Interview and select employees.  Notify HR of decision to hire (or not). Ensure all employees attend NHO (new hire orientation) and complete onboarding process with HR.  Coordinate all staff training and mentoring. Conduct monthly departmental staff meetings. Take employee corrective/disciplinary action, in conjunction with HR, when needed. Assist Director in preparing annual departmental budget and monitoring department's monthly profit and loss

performance according to budget guidelines. Assist Director of Lodging as requested and needed in developing and maintaining cost and labor controls to

ensure operational budget is followed. Schedule all employees per budgeted guidelines and post schedule according to departmental guidelines. Create, develop and enhance existing departmental policies/procedures/processes. Ensure all established departmental SOPs are executed on a consistent basis. Manage outside vendors, including vendor alliance program, to ensure seamless service for guests.  Ensure that all arriving and departing guests are treated with maximum courtesy and served expeditiously. Maintain continuous liaison with Reservations, Housekeeping and other management and staff to guarantee

that guests are receiving quality services that exceed expectations. Oversee a timely newspaper delivery process to ensure guest satisfaction and internal departmental needs.

Be alert to potential problems and malfunctions of hospitality services and make on-the-spot corrections. Be available to provide directional assistance to meeting attendees/guests between event and function

breaks. Provide thorough follow up regarding guest requests and service deficiencies. Provide any afterhours support to lodging guests at both the Trailhead Inn and Vasquez Creek Inn. Maintain a consistent and visible presence in the lobbies, especially during peak arrival and departure times. Conduct daily walk through inspections of grounds, lobby and other public space. Ensure that both properties have last sell rooms queued with lock boxes and a nightly communication is sent

to provide last sell information to all 3 properties. Create, develop and enhance existing departmental policies/procedures/processes. Conduct on-going training to direct reports with no less than 2 hours of training per month. Meet monthly with direct reports to evaluate levels of comfort with their role: work with them to develop plans

to address any areas of opportunity.

Night Auditor ~ Essential Duties and Responsibilities:   Reporting to the Director of Finance

Reviews all revenue postings for each day to ensure accuracy. Matches up lodging rate cards with deposits to ensure no errors were made at check in for rate. Familiar with all package options to ensure that allocations and clearing accounts are flowing to GL’s

correctly.  Post all No-Show charges to guests each night of a no show stay. Audit the GIH list to a bucket check to ensure that all guests that have arrived are checked in and all

departures for that day have been settled and checked out. Audit and balance each cash drop by outlet.  Sort and file room charges with guest registration cards. Open and close each outlet and module for the day.  Balance and settle all credit card batches to the recorded items for each outlet.  Record and report all payment methods for the day. Report and distribute daily financial details to designees. Report and distribute daily package information to designees. Report and distribute daily special service information to designees. Remove any taxes posted to tax exempt groups. Adjust internal folios to remove taxes and apply the appropriate discount. Identify opportunities for process and control enhancements to ensure risks are adequately mitigated. Prepares all documentation and conducts research for any disputed charges. Prepares all documentation for variances and unusual activities reporting to respective departments for

follow-up and resolution Provides training sessions to departments to mitigate continuous challenges. Maintains and develops accurate and current audit control procedures, programs and related documents to

ensure compliance and accuracy.

Personal Attributes and Skills:

Must have strong organizational skills. Excellent communication skills (written and verbal) especially when working to resolve guest issues. Able to effectively lead and develop managers, service staff and other employees of the resort into a

cohesive team. Trustworthy and able to handle confidential paperwork and information. Ability to be self-directed and work with minimal supervision. Must be outgoing and friendly, and enjoy working with the public Professional dress and possess a consistently positive attitude.  Be flexible to the needs of the department and the Ranch. Exhibit high energy and enthusiasm while promoting the resort.

Education/Experience:  

Minimum of 2 years’ experience as a supervisor or manager at a comparable quality property required. Minimum of 1-2 years reconciling financials and/or settling accounts receivable required. Previous experience establishing training documents. Must have a degree in Accounting or Hospitality Management.

Special Skills/Equipment/Requirements:  

Must possess a valid driver’s license and clean driving record; must pass Exceptional proficiency with Excel.  Knowledge of ResortSuite PMS (or other property management system) helpful. Available to work a flexible schedule including day shifts and holidays as needed. Solid communication skills, both written and verbal, are required. Must have a strong knowledge and understanding of accounting principles, auditing techniques and

documentation standards.