Over Night Mission Control Manager (Front Desk)

Position Overview

• This is an overnight position. The Sr. Mission Control Manager- Night Audit is responsible for creating a welcoming first impression and second arrival experience for all guests staying at or coming to the hotel. Additionally, they will check figures, postings, and documents for accuracy. Record, store, access, and/or analyze computerized financial information. Control and secure cash and cash equivalents for property according to cash handling policy and procedures. Organize, secure, and maintain all files and records in accordance with document retention and confidentiality policies and procedures. Prepare, maintain, audit and distribute statistical, financial, accounting, auditing, or payroll reports and tables. Audit and reconcile all revenue postings.

Major Duties & Responsibilities: Assures that Mission Control desk is covered and maintained at all times. Reviews arrivals and departures for guest preferences to ensure customer satisfaction. Checks guests in and out of hotel and provides other assistance if needed. Provides information and acts as a resource of services to guests or hotel visitors by making restaurant reservations/suggestions, arranging car services, giving directions, etc. Responds and acts promptly on guest’s complaints, service or security problems. Resolves all guest issues resulting in win-win outcomes. Reviews logbook for any actions or messages passed on by previous shift. Performs switchboard responsibilities ensuring that all calls are answered and all wake up calls are delivered in a timely fashion according to Hotel standards. Ensures proper backup is attached to the corresponding folios. Monitors and ensures that security officers perform responsibilities as required. Ensures that all guest charges are posted accurately to the guest folios. Runs and verifies pre-audit steps to ensure final update accuracy. Reviews the room rate variance report and checks for obvious or questionable rates. Investigates questions and corrects if errors found. Balances all credit card and direct bill payments before transferring to city ledger. Prints out statements of all bills transferred to city ledger. Ensures all interfaces are operational. Generates direct billing statements. Packages all night audit backup material for review by the hotel accountant. Passes on any information gathered during the audit that may be of significance to the hotel accountant via e-mail. Monitors present day availability and house count and take appropriate action as needed. Resolves any staff shortages that arise on shift. Assists in Fire Safety and Emergency Preparedness Program as required. Familiar with crisis manual and be able to put into action as needed. Prints reports for start of the business day, for the General Manager, Front Desk and Housekeeping. Prepares daily hotel communication (YO Daily) with information including VIP arrivals, hotel occupancy, Human Resources, Sales, and Food & Beverage information. Emails Yo Daily to all Crew Member distribution group by 7 a.m. Maintains and accounts for assigned cash bank and front office cash record. Prepares a bank count sheet for Manager. Performs miscellaneous duties as required. Flexible schedule allowing for the ability to work all shifts including: mornings, evenings, overnights, holidays, and weekends.

Skills/Qualifications: College degree in Hospitality or related field. Prior night audit experience is required. A minimum 2 years of customer service experience in upscale hotel environment. Knowledge of and ability to operate personal computers and various property specific applications. Ability to read and speak English fluently. Second or multiple languages are a plus. Ability to perform under pressure. Ability to stand for long periods of time and walk moderate distances. Medium work - Exerting up to 50 pounds of force occasionally, and/or 20 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.

What are YOTEL people like? Pro-active with a ‘can do’ positive attitude. Likes to be busy, always looking for the next task or goal to achieve. Great attention to detail in everything that they do. Sociable and confident with each other and our guests. Friendly, warm and welcoming always. Professional in their outlook, taking pride in their appearance, performance and reputation. Takes responsibility for their actions and those of the wider team. Likes to own problems and find solutions for the benefit of the guests and team alike.

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