Lodge & Spa - Night Auditor - [S]

Callaway Resort & Gardens (CGR) is an iconic 2,500-acre resort destination featuring a variety of lodging choices, unique garden attractions, seasonal special events, 36 holes of golf, fishing, biking trails, and residences. Located in scenic and historic Pine Mountain, Georgia, Callaway reflects the dream of its founder Cason J. Callaway 75 years ago. Currently CGR is part of Herschend Enterprises, Resort and Lodging Division, as part of a family of companies focused on family entertainment. For over seven decades Herschend Enterprises has operated with the purpose of bringing families closer together by Creating Memories Worth Repeating®. Herschend Enterprises is considered the largest family-owned themed attractions corporation. As an equal-opportunity employer, we strive to provide environments where every host, guest, and partner feel welcome, valued, and loved. We firmly believe that words and actions matter, which is why all individuals are to be treated equally and with respect.

Responsibilities and Duties

• Approach all encounters with guests and team members in a friendly, service-oriented manner.
• Maintain regular attendance in compliance with Callaway standards, as required by scheduling.
• Maintain high standards of personal appearance and grooming which includes appropriate uniform and name tag when working.
• Always comply with Callaway standards and regulations to encourage safe and efficient operations.
• Detailed – Oriented
• Assist with check ins, check outs and walk in reservations.
• Monitor no shows and cancellations.
• Greeting guests, assist with requests and resolve complaints
• Prepare next day’s guest arrival packets
• Distribute reports via email & physical
• Monitor and report supplies needed for Front Desk agents.
• Respond to guests via Zingle, HotSOS, Booking and Expedia.
• Perform other duties as assigned by supervisor or management.
• Attend all meetings/training as required by supervisor or manager.

Qualifications

Education & Experience:

• High School Diploma or Equivalent (Required)
• Post-secondary education in Hotel Management or equivalent is an asset.
• Ability and willingness to work Overnights. Including holidays and weekends.
• Previous Night Audit experience preferred, 6+ months previous work experience in a guest service positions preferably within the hospitality industry.
• Must be a strong ream player with proven leadership, development, delegating and planning skills.
• Must be creative, possess proven initiative with the desire to learn and develop.
• Ability to understand, follow, and effectively communicate both written & verbally in English
• Thorough understanding of basic math and accounting skills.
• Experience with Hotel PMS systems such as Opera Cloud.
• Ability to make sound decisions with little supervision.
• Able to work under pressure in a fast-paced environment.

Physical Requirements:

• Ability to lift weights up to 30lbs
• Ability to stoop, bend, stretch, and lift while performing duties.
• Specific vision abilities required by the job include close vision and distance

Mental Requirements:

• Be able to positively motivate and lead a team, conveying information and ideas clearly and effectively so that ownership of high levels of guest service is understood to be the role of each individual team member.
• Be able to evaluate and select among alternative courses of action quickly and accurately
• Be able to work well in high-pressure situations while maintaining composure and objectivity, including the ability to listen carefully to and resolve guest issues to the satisfaction of the affected guests.
• Be able to identify potential guest issues and then develop methodologies to prevent or limit the impact of those guest issues during the course of guest visits.
• Be able to assimilate complex information and data for various sources and consider, adjust or modify to meet the constraints of the particular need.
• Be able to effectively listen to, understand, and clarify concerns and issues raised by team members and guests.
• Be able to work with and understand financial information and data and perform basic math functions.
• A willingness to look several days ahead to know and understand the guest’s needs.
• Understanding this role sets our agents up for a successful day.