Job Description
Job DescriptionPosition Summary:
The Night Auditor serves as the Night Manager of the property from 11:00 PM to 7:00 AM, ensuring the safety of guests, employees, and hotel facilities. This role is responsible for completing end-of-day reporting and distributing reports to Department Managers. Night Auditors are expected to proactively handle guest requests and transactions, delivering exceptional service in accordance with company policies and procedures.
Key Responsibilities:
- Efficiently check guests in and out of the property.
- Complete nightly audit procedures and balance daily transactions.
- Accurately post valid charges to guest accounts.
- Maintain cleanliness of the front and back office areas.
- Replenish coffee and water stations.
- Complete all administrative documentation accurately and on time.
- Fulfill checklist tasks within the assigned shift.
- Follow proper key control procedures.
- Adhere to emergency protocols, safety precautions, and MSDS guidelines.
- Manage disruptive or intoxicated guests professionally; coordinate with security as needed.
- Maintain and update the Guest Request/Complaint Log and work orders.
- Make, modify, and cancel guest reservations, noting special requests.
- Proactively up-sell and cross-sell hotel services.
- Read, initial, and maintain the Communications Log.
- Run availability reports and ensure accurate room inventory.
- Balance shift cash, check, and credit card transactions.
- Remain vigilant to potential security issues and report concerns to the Supervisor or General Manager.
- Carry out any reasonable request from Management or the Management Company.
Core Competencies:
- Sound judgment and decision-making skills.
- Ability to remain calm and professional in high-pressure situations.
- Comfortable interacting with law enforcement when necessary.
- Strong verbal and written communication skills.
- Ability to stay alert and awake during overnight hours.
- Ability to sit or stand for extended periods (up to 5 hours at a time, 8 hours per shift).
- Proficient in computer use for extended periods and multitasking in a shared workspace.
Qualifications:
- Prior customer service experience in a hospitality setting.
- Front desk experience, preferably in a hotel environment.
- Proficiency with multi-line phone systems.
- Strong guest service and conflict resolution skills.
- Experience performing night audit duties.
- Familiarity with hospitality management practices.
- Fluency in multiple languages is a plus.
- Previous experience in hotel management or night audit roles.
- Excellent phone etiquette and communication skills.
- Strong computer skills for data entry and report generation.
- Flexibility to work weekends, holidays, and overnight shifts as needed.