Night Auditor

Position:
Night Auditor

Purpose of Position:
Night Auditors are responsible for greeting and registering guests, providing outstanding guest service during their stay, and settling the guest's account upon completion of their stay. Primary responsibilities include completing night audit reports, balancing accounts (including house accounts and credit cards), and completing settlement. They also register guests, make and modify reservations, and perform hotel operator and concierge duties. The goal is to provide attentive, courteous, and efficient service to all guests before arrival and throughout their stay while maximizing room revenue and occupancy.

• Possess a positive and upbeat personality with a desire to deliver outstanding customer service.
• Maintain a high level of professional appearance and demeanor, with confidentiality in all areas.
• Run audit reports according to the checklist.
• Process no-shows according to policy.
• Conduct security walks a minimum of four times per shift.
• Set up lobby coffee service and breakfast if applicable.
• Multi-task, be detail-oriented, and problem-solve effectively with internal and external customers.
• Handle and resolve guest complaints professionally and courteously, using effective listening and clarifying skills.
• Demonstrate good communication skills and convey information clearly.
• Perform basic math and understand financial information.
• Recognize and take action on safety or loss‑prevention incidents, implementing all company policies and procedures for safety and security.
• Complete training in all areas of security, alcohol, and health and safety, ensuring OSHA, state, and federal guidelines are followed.
• Work with other departments to keep room status up‑to‑date and ensure timely room repairs.
• Use persuasive selling techniques to sell rooms and promote marketing programs.
• Perform front‑desk duties: greet guests, process transactions, balance reports, control cash and deposits, manage reservations and credit cards, operate the phone system and TDD equipment, communicate via shift logbook and reports, and use basic office equipment.
• Schedule wake‑up calls according to property procedures.
• Understand hotel policies on cancellation, extended stay, room types and rates, late check‑outs, early arrivals, and special requests.
• Manage key control, issue and receive room keys and master keys.
• Process all lost and found items according to policy.
• Operate computer equipment, including Microsoft Office Suite.
• Assist in training new staff and participate in a positive work environment.
• Maintain an understanding of hotel products and services such as food and beverage and recreation.
• Perform other duties as assigned.

• Communicate professionally with staff, guests, and management.
• Know the surrounding area and events.
• Use proper telephone etiquette.
• Adhere to cash and credit card handling policies.
• Read, write, and speak English.
• Learn safety, emergency, and accident prevention policies.
• Maintain a neat, well‑groomed appearance, wearing the proper uniform and name tag.
• Have a flexible schedule that includes weekends, evenings, and holidays.

• Complete night audit training within the acceptable timeframe.
• Follow and submit the daily checklist per property procedures.
• Maintain high quality, service, and cleanliness.
• Ensure smooth operation of the front desk.
• Communicate openly with the direct supervisor.
• Keep guest survey scores within an acceptable range.

• High school education.
• Preferred:
  One year of hospitality or guest service experience.
• Detail‑oriented.

• Complete night audit training program within the brand required timeframe.

• Cleaning guestrooms, lobby, and public areas as needed.
• Restocking front desk supplies.
• Help with laundry as needed.
• Deliver cribs, towels, or other items to guestrooms upon request.
• Perform light maintenance duties.
• Restock, inventory, and sell items in the guest marketplace and pub if applicable.

• Stand and walk; use hands and fingers to handle or feel for up to eight hours at a time. Reach with hands and arms.
• Frequently repeat the…