NIGHT AUDITOR JOB DESCRIPTIONStaybridge Suites Southaven – Memphis South
Department: Front Office
Position: Night Auditor / Guest Service Representative
Reports To: Front Office Manager / Assistant General Manager / General Manager
Shift: Overnight / Night Audit
POSITION SUMMARY
The Night Auditor is responsible for taking care of guests during the overnight hours, completing the hotel's daily audit, maintaining the safety and cleanliness of the property, and preparing the hotel for the morning shift.
The Night Auditor must provide excellent guest service while accurately completing all financial, front desk, security, and overnight responsibilities.
PRIMARY RESPONSIBILITIES1. Guest Service
- Greet every guest professionally and courteously.
- Check guests in and out accurately.
- Assist guests with questions, requests, and concerns.
- Answer the hotel phone and direct calls appropriately.
- Assist with room changes, extensions, reservations, and other guest needs.
- Recognize IHG One Rewards members according to hotel procedures.
- Maintain a professional attitude with every guest.
- Protect guest privacy and confidential information.
- Contact management when a guest concern requires additional assistance.
2. Night Audit
- Complete the Night Audit accurately and on time.
- Review all guest accounts and folios.
- Verify room charges, taxes, payments, and adjustments.
- Review arrivals, departures, cancellations, and no-shows.
- Check for incorrect or missing charges.
- Review outstanding guest balances.
- Reconcile credit card and other payment transactions.
- Balance the Front Desk and assigned financial transactions.
- Correct discrepancies when authorized.
- Document unresolved discrepancies for management.
- Complete all required Night Audit reports.
- Close and roll the business day in HotelKey according to property procedures.
3. HotelKey / Front Desk Responsibilities
- Keep guest information accurate in HotelKey.
- Update room status correctly.
- Process reservations and reservation changes.
- Verify payment information and authorizations.
- Maintain accurate room inventory.
- Process approved refunds, adjustments, and corrections.
- Review the next day's arrivals and departures.
- Complete required Front Desk documentation.
4. IHG Brand Standards
The Night Auditor is expected to follow current IHG and Staybridge Suites standards.
This includes:
- Providing a friendly and professional guest experience.
- Following the approved check-in and check-out process.
- Properly recognizing IHG One Rewards members.
- Following approved guest service and service recovery procedures.
- Maintaining a professional appearance.
- Using professional language and communication.
- Protecting guest information.
- Completing required IHG training.
- Following current IHG Brand Central requirements and property SOPs.
- Supporting the Staybridge Suites extended-stay guest experience.
When a current IHG requirement or approved property SOP differs from this job description, the current approved requirement takes priority.
5. Overnight Property Checks
The Night Auditor is responsible for maintaining awareness of the property throughout the night.
- Conduct routine property walks.
- Check the lobby and public areas.
- Check hallways and other accessible areas.
- Observe parking and exterior areas as required.
- Report suspicious activity immediately.
- Report maintenance issues.
- Report safety hazards.
- Ensure emergency exits remain accessible.
- Follow all emergency and security procedures.
- Document incidents properly.
- Contact management or emergency services when necessary.
6. Breakfast Preparation
The Night Auditor helps prepare the hotel for the morning shift.
- Prepare the breakfast area.
- Make sure approved breakfast supplies are available.
- Keep the breakfast area clean and organized.
- Complete required pre-breakfast setup.
- Ensure the lobby and public areas are presentable.
- Communicate any breakfast or supply concerns to the morning team.
7. Front Desk & Lobby
During the overnight shift, the Night Auditor is responsible for keeping the Front Desk and lobby organized.
- Keep the Front Desk clean.
- Restock approved Front Desk supplies.
- Maintain an organized work area.
- Monitor guest traffic.
- Answer phones promptly.
- Monitor hotel activity.
- Ensure guest requests are documented and communicated.
8. Cash & Financial Responsibility
- Follow all hotel cash-handling procedures.
- Maintain accountability for assigned transactions.
- Verify payments and adjustments.
- Report financial discrepancies immediately.
- Do not approve unauthorized refunds or adjustments.
- Keep financial information confidential.
- Never share passwords or system access.
- Properly document financial corrections.
9. Communication
The Night Auditor must leave clear information for the next shift.
Document and communicate:
- Guest complaints
- Room moves
- Maintenance issues
- Security concerns
- Payment problems
- Outstanding balances
- No-shows
- Extensions
- Early departures
- Guest requests
- Room-status concerns
- Incidents
- Anything that still needs management attention
If the next shift needs to know about it, document it.
STAYBRIDGE SUITES GUEST EXPERIENCE
Night Auditors should be familiar with the hotel's amenities and be able to answer basic guest questions regarding:
- Complimentary breakfast
- Evening Social
- Guest laundry
- Fitness center
- Swimming pool
- Guest rooms and kitchenettes
- Wi-Fi
- Meeting space
- Market/pantry
- Parking
- Local area information
The goal is to make extended-stay guests feel comfortable, welcomed, and informed throughout their stay.
REQUIRED TRAINING
Employees are expected to complete all assigned training by the deadlines provided by management.
This may include:
- IHG training
- Merlin training
- Brand-related training
- Property SOP training
- HotelKey training
- Safety training
- Emergency procedures
- Guest service training
- Required company training
Failure to complete required training may result in corrective action according to company policy.
PERFORMANCE EXPECTATIONS
A successful Night Auditor should:
- Arrive on time and ready to work.
- Remain at the Front Desk unless completing an assigned property task.
- Provide professional guest service.
- Complete Night Audit accurately.
- Follow IHG and property standards.
- Maintain a clean and organized Front Desk.
- Complete required property walks.
- Complete breakfast preparation.
- Properly document incidents and guest concerns.
- Communicate effectively with the morning team.
- Protect guest and company information.
- Report problems instead of ignoring them.
- Ask management for assistance when a situation is outside their authority.
- Complete all assigned duties before leaving the shift.
CORE EXPECTATIONSSERVICE
Treat every guest with respect, professionalism, and urgency.
ACCURACY
Complete guest accounts, payments, reservations, and Night Audit reports correctly.
SAFETY
Remain aware of the property and immediately report safety or security concerns.
COMMUNICATION
Leave complete and understandable notes for the next shift.
ACCOUNTABILITY
Take responsibility for assigned duties and report mistakes or discrepancies immediately.
TEAMWORK
Support the Front Desk, Housekeeping, Maintenance, Breakfast, and Management teams.
PROFESSIONALISM
Represent Staybridge Suites Southaven positively at all times.
Work Location: In person
