E11EVEN - Night Audit Supervisor

Night Auditor Supervisor

Highgate is a leading real estate investment and hospitality management company with over $15 billion of assets under management and a global portfolio of more than 400 hotels spanning North America, Europe, the Caribbean, and Latin America. With a 30-year track record as an innovator in the hospitality industry, this forward-thinking company provides expert guidance through all stages of the property cycle, from planning and development through recapitalization or disposition.

Highgate continues to demonstrate success in developing a diverse portfolio of bespoke lifestyle hotel brands, legacy brands, and independent hotels and resorts, featuring contemporary programming and digital acumen. The company utilizes industry-leading revenue management tools that efficiently identify and predict evolving market dynamics to drive out performance and maximize asset value. With an executive team of seasoned hospitality leaders and corporate offices worldwide, Highgate is a trusted partner for top ownership groups and major hotel brands.

The Night Auditor Supervisor is primarily responsible for the nightly balancing of hotel charges and revenue at E11EV
EN Club Hotel & Residences. While maintaining a professional image, the Night Auditor Supervisor identifies, shows sensitivity to, and responds to all guest needs safely and promptly to ensure complete satisfaction. In addition, the Night Auditor Supervisor supervises the overnight Front Desk team, ensuring service standards, accurate cash handling, and smooth operations throughout the night.

• Greet guests and check them into the hotel following established procedures, including, but not limited to, ensuring all necessary information is received and entered into the system.
• Provide superior service to all internal and external customers, following the company's etiquette guidelines as outlined in the employee handbook.
• Audit and balance room revenue, food and beverage revenue, cashier reports, guest and house accounts, telephone revenue, and online reservations.
• Complete and transmit daily management and accounting reports and supporting documentation, including the transmittal of credit card batches.
• Run various system reports at the beginning and end of each shift.
• Take payments, post charges, enter amounts into the system, and balance accounts at the end of each shift.
• Act as the hotel system, operations, and emergency liaison during night hours, and perform all guest service functions.
• Answer a variety of guest questions and handle routine problems, referring more unusual or difficult problems to the Manager on Duty or other appropriate staff members.
• Handle emergencies that arise when on duty alone, notifying appropriate personnel.
• Supervise the overnight Front Desk team, assigning tasks, monitoring performance, and ensuring all service standards and procedures are followed.
• Conduct shift briefings and ensure a thorough handover to and from the evening and morning shifts, communicating arrivals, VIPs, special requests, and outstanding issues.
• Train and coach overnight Front Desk Agents on check-in and check-out procedures, OPERA PMS, cash handling, and night audit tasks.
• Audit Front Desk Agents' cash banks and shift reports, and resolve or escalate any discrepancies.
• Monitor room availability, late arrivals, and overbooking situations, and assist with guest relocation in coordination with Front Office management.
• Serve as the point of escalation for guest complaints and service issues during the overnight shift, resolving them or referring them to the Manager on Duty as needed.
• Document performance concerns, incidents, and significant events in the shift log, and report them to the Night Manager.
• Maintain knowledge of…