The posting
Position Summary
The Night Auditor is responsible for providing excellent guest service, completing nightly audit, maintaining hotel safety and cleanliness, and preparing the property for the following business day. This position oversees overnight front desk operations, processes guest arrivals and departures, completes assigned operational tasks, prepares the breakfast area, and maintains accurate financial and administrative records.
As an extended-stay hotel, maintaining a clean, comfortable, and welcoming environment for both short-term and long-term guests is essential. The Night Auditor must be dependable, detail-oriented, organized, and capable of working independently while balancing guest needs with assigned operational responsibilities.
Essential Duties and Responsibilities
1. Front Desk and Guest Services
- Greet guests professionally and provide courteous, attentive customer service.
- Process guest check-ins, check-outs, room assignments, reservations, and payment transactions accurately.
- Answer incoming telephone calls and respond to guest questions, requests, and concerns.
- Assist guests with room keys, billing questions, amenities, and other hotel services.
- Address guest complaints professionally and resolve issues within the scope of authority.
- Escalate significant guest concerns, emergencies, and unresolved issues to management as appropriate.
- Maintain accurate guest information and protect confidential guest records.
- Monitor arrivals, departures, room availability, and reservation information.
- Assist extended-stay guests with questions regarding their accommodations, hotel amenities, and applicable property policies.
- Document guest complaints, service requests, incidents, and other matters requiring follow-up.
2. Night Audit and Financial Responsibilities
- Complete the daily night audit according to established hotel procedures and deadlines.
- Verify room charges, taxes, payments, adjustments, and other daily financial transactions.
- Review financial reports and investigate discrepancies in guest accounts or revenue records.
- Balance cash receipts, credit card transactions, and other payment records as required.
- Generate and review daily revenue, occupancy, and operational reports.
- Ensure the business date is advanced correctly and the property management system is ready for the next business day.
- Organize, complete, and file all required night audit paperwork in the designated location.
- Ensure required reports, supporting documents, and financial records are complete, accurate, and properly organized.
- Resolve discrepancies, posting errors, or system issues prior to running audit.
- Maintain the confidentiality and security of financial records and guest information.
3. Property Walks and Overnight Security
- Conduct scheduled property walks throughout the shift according to hotel procedures.
- Inspect designated hallways, stairwells, entrances, exits, public areas, and other assigned locations.
- Check for cleanliness issues, maintenance concerns, safety hazards, and suspicious activity.
- Verify that designated doors and access points are secure in accordance with hotel procedures.
- Monitor pool and other amenity areas for safety concerns and compliance with posted hotel policies.
- Check for disturbances, excessive noise, or other situations that may affect guest safety and comfort.
- Document and report maintenance issues, security concerns, and unusual incidents.
- Respond appropriately to emergencies and follow established emergency procedures.
- Contact management or emergency services when necessary.
- Record property walks as required by hotel policy.
4. Cleaning and Overnight Operational Duties
- Maintain the cleanliness and organization of the front desk, lobby, and designated public areas.
- Remove trash from designated areas throughout the property according to the assigned schedule.
- Replace full trash liners and ensure trash is disposed of in the appropriate designated location.
- Check the pool area and replace used or soiled pool towels with clean towels as needed.
- Remove used pool towels and transport them to the designated laundry or collection area.
- Restock pool towels and other assigned supplies to maintain appropriate inventory levels.
- Monitor public areas for spills, debris, and other cleanliness concerns and address them promptly.
- Complete assigned cleaning duties according to established hotel standards.
- Restock front desk supplies and report low inventory to management.
- Identify and report maintenance issues, equipment malfunctions, and other property concerns.
- Ensure all assigned operational tasks are completed before the end of the shift, except when guest needs or other circumstances require otherwise. Document and communicate any unfinished duties.
5. Breakfast Preparation
- Prepare the breakfast area for the upcoming morning service according to hotel procedures and brand standards.
- Set up designated breakfast equipment, serving areas, utensils, dishes, and other required supplies.
- Prepare approved breakfast items and stage food and beverages as directed by established procedures.
- Check breakfast supplies and identify items that need to be restocked.
- Ensure breakfast equipment is clean, operational, and ready for use.
- Maintain cleanliness and organization in the breakfast preparation and serving areas.
- Follow applicable food safety, sanitation, temperature-control, and food-handling procedures.
- Store food and supplies appropriately and discard items when required by food safety standards.
- Report shortages, equipment problems, and other breakfast-related concerns to management or the appropriate employee.
- Ensure the breakfast area is ready for the scheduled opening time.
6. Extended-Stay Hotel Responsibilities
- Provide attentive service to guests staying for extended periods and maintain a welcoming environment.
- Assist long-term guests with questions about hotel amenities, services, policies, and billing.
- Review guest accounts and payment information as needed to assist with billing inquiries.
- Monitor upcoming departures, arrivals, and extended-stay reservation information.
- Document guest requests, maintenance concerns, and service issues requiring follow-up by the front desk or housekeeping team.
- Communicate room-related concerns and guest service needs to the appropriate department.
- Help maintain common areas and shared amenities used frequently by extended-stay guests.
- Follow established procedures regarding room changes, reservation extensions, payment issues, and other extended-stay requests.
- Protect guest privacy and maintain the confidentiality of guest information.
7. Administrative Duties and Shift Communication
- Complete required logs, checklists, incident reports, and other shift documentation.
- Review relevant reservation information, arrivals, departures, and outstanding guest requests.
- Document maintenance requests and communicate outstanding issues to management.
- Provide a complete and accurate handoff to the incoming AM shift.
- Communicate unresolved guest concerns, billing discrepancies, incomplete tasks, supply shortages, and other important information.
- Ensure night audit paperwork is filed properly and required reports are accessible to authorized personnel.
- Follow all established procedures for lost and found items, packages, keys, and guest property.
- Maintain organized work areas and ensure records are handled appropriately.
8. Professional Standards and Accountability
- Follow hotel policies, brand standards, and established operating procedures.
- Maintain professional conduct when interacting with guests, coworkers, vendors, and management.
- Protect guest confidentiality and follow applicable payment security procedures.
- Demonstrate reliability, punctuality, and consistent attendance.
- Complete assigned responsibilities accurately and within established time frames.
- Follow instructions and communicate promptly when clarification or assistance is needed.
- Take responsibility for assigned tasks and ensure work is completed before marking it as finished.
- Notify management of circumstances that prevent assigned work from being completed.
- Exercise sound judgment when prioritizing guest needs, safety concerns, and operational responsibilities.
Qualifications and Requirements
- High school diploma or equivalent preferred.
- Previous hotel, front desk, customer service, or night audit experience preferred.
- Ability to learn and operate the hotel's property management system and other required software.
- Basic mathematical skills and the ability to review financial transactions for accuracy.
- Strong attention to detail and organizational skills.
- Effective verbal and written communication skills.
- Ability to work independently with minimal supervision.
- Ability to manage multiple responsibilities while responding to guest needs.
- Ability to follow written procedures, checklists, and established operating standards.
- Dependable attendance and punctuality.
Physical Requirements
- Ability to stand, walk, and sit for extended periods.
- Ability to walk throughout the property to complete assigned inspections.
- Ability to perform routine cleaning, trash removal, and supply-restocking duties.
- Ability to lift, carry, and transport pool towels, trash bags, breakfast supplies, and other job-related materials within reasonable limits.
- Ability to perform light physical tasks associated with breakfast preparation and hotel operations.
Performance Expectations
The Night Auditor is expected to:
- Complete and file all required night audit paperwork accurately and on time.
- Process guest check-ins, check-outs, and transactions professionally and accurately.
- Complete and document scheduled property walks.
- Prepare the breakfast area before the scheduled opening time.
- Complete assigned trash removal, pool towel replacement, and cleaning duties.
- Maintain clean, organized, and presentable public areas.
- Provide professional service to short-term and extended-stay guests.
- Communicate outstanding concerns and incomplete tasks to the appropriate staff or management.
- Follow established procedures and demonstrate accountability for assigned responsibilities.
