The Night Auditor plays a key role in creating a welcoming and exceptional experience for all guests visiting and staying at the Villa Graziadio Executive Center.
Bringing excellence to all aspects of work, and serving as a front-line representative of the Villa Graziadio Executive Center, the Night Audit/Front Desk position is responsible for overseeing guest check-ins, check-outs, handling inquiries, reconciling financials at the end of day, processing payments, while delivering excellent customer service and hospitality, reflective of Pepperdine University. This role helps ensure a seamless, high-quality experience for all guests, while fostering strong relationships with internal and external stakeholders. This role requires experience in customer service, with an understanding of event operations and a proactive approach to hospitality.
Duties
- Customer Service Excellence: Serve as the first point of contact for guests, greeting them with warmth and professionalism. Provide welcoming check-ins, and gracious check-outs. Address guest inquiries with efficiency and a focus on hospitality. Provide outstanding service to ensure every guest feels valued and supported throughout their stay. Anticipate guest needs and address any issues or concerns promptly and effectively. Must maintain professional dress and attire.
- Reservations & Room Management: Manage reservations, both over the phone and through the property management system. Ensure guest rooms are assigned correctly, and special requests are honored. Keep accurate records of room availability and rates.
- Communication & Coordination: Answer phone calls, emails, and communicate with other departments, such as housekeeping and maintenance, to ensure rooms are clean and ready for guests. Collaborate with the events team to coordinate conference or meeting-related guest needs.
- Problem Solving: Handle guest complaints and issues with professionalism and empathy. Take the initiative to resolve issues and ensure guests have a pleasant and stress-free experience.
- Administrative Duties: Maintain accurate records of guest interactions, transactions, and payments. Process payments and reconcile any discrepancies during shift changes. Balance cash drawers and generate reports as needed.
- Security & Safety: Ensure all safety and security protocols are followed. Report any unusual activity or concerns to the appropriate team.
- Shift Flexibility: Be flexible with shift schedules, including availability for early mornings, evenings, weekends, and overnight shifts, to ensure that the front desk is always covered.
- Emergency Support Response: Serve as a supportive point of contact for emergency response situations, through supporting the Villa General Manager and University Emergency Operations team, including helping to ensure the safety and well-being of guests and staff by coordinating emergency response protocols.
- Perform other duties as assigned.
- Uphold the University mission through all work performed.
The above information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.
Skills and Qualifications
Required:
- Previous experience and education in hospitality or customer service.
- Excellent interpersonal and communication skills.
- Strong problem-solving abilities and attention to detail.
- Proficiency with computers and Google systems.
- Ability to work independently and as part of a team in a fast-paced environment.
- Must be available for various shifts, including overnight, weekends, and holidays.
- A positive attitude and a genuine passion for providing excellent customer service.
Preferred:
- Bachelor’s Degree.
- Familiarity with property management software systems.
- Familiarity with Pepperdine University.
- Experience or background in faith-based higher education.
Qualified individuals should be able to show respect for workplace differences, and have the ability to work effectively with individuals from different backgrounds.
Offers of employment are contingent upon successful completion of a criminal, education, and employment screening. The University conducts such screenings in compliance with applicable laws and with the objectives of evaluating risk and supporting a safe environment for students, faculty, staff, and guests; safeguarding key University assets including people, property, information, and the University’s reputation; and providing comprehensive job-related information to University leaders to enable them to make prudent hiring decisions. Qualified individuals with criminal histories will be considered for employment in compliance with applicable laws, including the Los Angeles County Fair Chance Ordinance.