Night Auditor / Front Desk Clerk

Temps plein

JOB SUMMARY

The Night Auditor is responsible for upholding company standards and ensuring satisfactory guest experience while executing all end-of-day audit procedures, reports, and preparations for the upcoming day. The Night Auditor serves as the acting Manager on Duty overnight and oversees all overnight housekeeping and engineering duties, including guest requests, maintenance concerns, and operational needs. The Night Auditor must be knowledgeable of and prepared to execute all hotel emergency, safety, and security procedures while maintaining accurate reporting and effective communication with the incoming team.

ESSENTIAL DUTIES & FUNCTIONS

• Operational Responsibilities
  • Perform accurate and efficient guest check-in and check-out procedures throughout the overnight shift.
  • Complete all Night Audit functions, including closing the business day, running required end-of-day reports, posting charges, balancing transactions, and verifying system accuracy.
  • Reconcile daily hotel revenue, room charges, taxes, payments, and adjustments, identifying and resolving discrepancies before completing the audit.
  • Verify that all reservations, room rates, payments, and guest folios are accurately posted and properly balanced.
  • Review and verify room status, occupancy, and availability to ensure accurate information within the property management system.
  • Monitor arrivals, departures, in-house activity, no-shows, cancellations, and remaining inventory throughout the overnight shift.
  • Process late arrivals, walk-ins, reservation changes, extensions, and other overnight guest requests.
  • Review the following day's arrivals, departures, VIPs, special requests, room assignments, and operational needs to ensure the property is prepared for the morning team.
  • Complete required shift checklists, audit documentation, logs, and administrative tasks accurately and on time.
  • Maintain a clean, organized, and guest-ready Front Desk and lobby environment throughout the shift.
  • Monitor Front Desk supplies and equipment and report operational or maintenance needs to the appropriate department.
  • Assist with special projects, reports, and administrative tasks as assigned by Front Office leadership.

Managerial Responsibilities 

• Act as the overnight point of contact for guest and operational concerns when Front Office leadership is not present.
• Resolve guest and associate concerns using sound judgment and problem-solving skills, escalating matters to appropriate leadership when necessary.
• Exercise appropriate independent judgment when addressing overnight operational issues while remaining within company policies and established procedures.
• Support the continuity of hotel operations by identifying and communicating issues requiring management follow-up.

Guest Services

• Provide exceptional guest service by greeting, engaging, and assisting guests in a courteous, professional, and proactive manner.
• Anticipate guest needs and proactively address requests to provide a seamless overnight experience.
• Complete wake-up calls and coordinate guest services, including transportation arrangements, luggage assistance, and other overnight requests.
• Provide accurate information regarding hotel services, amenities, operating hours, local attractions, dining options, directions, and current events.
• Assist guests with special requests and accommodations while maintaining a personalized and attentive approach.
• Identify opportunities to enhance the guest experience and prevent or resolve service failures.
• Consistently execute the company's Core Service Standards throughout all guest interactions.

Team Support and Training

• Participate in ongoing training and departmental meetings to maintain knowledge of hotel procedures, systems, service standards, and Night Audit responsibilities.
• Support Front Office and other overnight team members as needed to maintain efficient hotel operations.
• Provide thorough shift handoff information to the incoming Front Office team, including outstanding guest requests, unresolved issues, maintenance concerns, and important operational updates.
• Assist other departments when overnight staffing or operational needs require additional support.

Communication and Reporting

• Communicate effectively with Front Office leadership, Housekeeping, Engineering, Bell, Valet, and other departments as appropriate.
• Record and track guest requests, service issues, maintenance concerns, and other operational information in the appropriate systems.
• Document discrepancies identified during the Night Audit and communicate unresolved issues to the appropriate leadership.
• Prepare and distribute required Night Audit reports and documentation in accordance with hotel procedures.
• Review overnight activity and communicate relevant information to the morning Front Office team to support a seamless transition between shifts.
• Communicate room status, guest concerns, special requests, and operational priorities that require follow-up by the day team.

Safety & Compliance

• Conduct routine property walks to monitor safety, cleanliness, security, and adherence to hotel standards during overnight hours.
• Monitor the lobby and Front Desk area for unusual activity and follow established security procedures when concerns arise.
• Respond to emergency situations calmly and in accordance with hotel emergency procedures, immediately notifying appropriate emergency services when required.
• Follow all established procedures for guest keys, confidential information, lost and found items, cash, and other sensitive materials.
• Maintain confidentiality of guest and hotel information at all times.
• Uphold all Hotel Valencia Group and affiliate policies, procedures, brand standards, and safety requirements.
• Report safety hazards, security concerns, maintenance issues, or other conditions that could affect guests, associates, or hotel operations.
• Maintain reliable attendance and flexibility in scheduling based on hotel business needs.

ESSENTIAL SKILLS AND QUALIFICATIONS 

• Strong verbal and written communication skills
• Effective time management and problem-solving skills
• Proficiency in Microsoft Suite
• Digitally literate
• Ability to work well with a team and demonstrate attention to detail
• Excellent organizational skills and interpersonal abilities
• Texas Alcoholic Beverage Commission and Food Handlers Certifications

Physical Requirements

• Sitting: Frequently, sitting at the front desk during heavy computer work
• Standing/Walking: Frequently, throughout the entire hotel.
• Lifting/Carrying: Frequently, carrying luggage and assisting guests.

• Pushing/Pulling: Frequently, average weight frequently 50lbs
• Twisting (knees, waist, neck): Frequently, multitasking while monitoring guest activity and retrieving luggage.
• Handling/Grasping: Frequently; operating computers, phones, various supplies, and guest documents.

• Crouching (Bend at knees): Occasionally. Accessing lower drawers, cabinets, or storage areas

Working Environment

• Interior: Mainly lobby and occasionally all other areas of the hotel, with exposure to hot and cold temperatures.
• Exterior: Front drive and occasionally all other outdoor areas of the hotel, with exposure to hot and cold temperatures.

BASICS 

• Maintain cleanliness and organization in all work areas
• Display courteous behavior with guests and team members
• Report any unsafe conditions to HR immediately
• Ensure hotel equipment is in proper working condition
• Attend required meetings
• Follow company policies and procedures
• Perform any additional duties assigned by the supervisor
• Follow company dress code
• Complete all company training materials by the deadline

CANDIDATE PROFILE

Education and Experience

• High school diploma or GED required; associate degree or relevant coursework is a plus.

Excellent customer service skills

Hospitality experience preferred

Strong English communication and organizational skills

Must be available to work mornings, nights, weekends, and holidays