Hotel Discounts
JOB SUMMARY:
Lead Night Auditors serve a critical leadership role by providing direct guest support throughout the hospitality experience while overseeing overnight operations. This position is responsible for accurately processing and reconciling financial transactions and reportable items while acting as the senior on-duty leader during overnight hours.
Lead Night Auditors must be adept and creative problem solvers, capable of resolving guest and operational challenges independently. The primary responsibility of the Lead Night Auditor is to deliver and exceed guest expectations, execute brand service standards, ensure accuracy and consistency in overnight reporting, provide leadership and support to overnight team members, and maintain effective communication with guests, peers, and hotel leadership.
BASIC FUNCTION:
The Lead Night Auditor ensures that all daily transactions are reconciled and accounted for in accordance with established policies and procedures. This role functions as a fully trained and reliable Front Desk Agent and Night Auditor with accountability for the overnight shift.
The Lead Night Auditor provides guidance to overnight staff, supports training initiatives as directed by the Front Office Manager, and collaborates with Security and other departments to ensure safe, efficient overnight operations. The role also performs standard front desk functions including guest check-in and check-out, reservations, and guest service support.
ESSENTIAL FUNCTIONS:
Serve as the primary on-duty leader during overnight hours, providing guidance and direction to overnight staff
Welcome arriving guests and complete the check-in experience, ensuring special requests are fulfilled and accurate information is received
Thank departing guests, verify billing accuracy, and encourage return visits
Engage with guests in person, by phone, and electronically in accordance with brand standards
Execute nightly audit procedures accurately and on time; identify discrepancies and take appropriate corrective action
Maintain integrity, accuracy, and confidentiality when handling guest records, cash reports, audit reports, and other sensitive information
Promote hotel brand loyalty programs, special rate packages, and upgrades when appropriate
Communicate effectively with hotel departments using approved communication tools to ensure timely resolution of guest needs and operational issues
Support, coach, and mentor overnight team members, reinforcing service standards, professionalism, and accountability
Handle escalated guest, safety, and operational issues in alignment with company policies and brand standards
Maintain professionalism consistent with hotel brand and company expectations at all times
Understand and communicate hotel emergency procedures; assist guests and team members during emergencies
Maintain balance and security of the house bank, if applicable, and accurately log all transactions
Document incidents, guest concerns, and operational issues clearly and accurately for leadership follow-up
QUALIFICATIONS:
Minimum of 2 years of customer service experience, preferably in hospitality or a related industry
Prior night audit or overnight hotel experience preferred
Demonstrated leadership or supervisory experience strongly preferred
High school diploma or equivalent required
Strong customer service and problem-solving skills
Proficiency in Opera PMS
Working knowledge of Microsoft Excel, including formulas and spreadsheet functions
Detail-oriented with strong reconciliation and organizational skills
Ability to communicate effectively in English, both verbally and in writing
Basic understanding of group billing, arrivals/departures, room blocking, and flow of business
ESSENTIAL FUNCTIONS:
-
Work with Night Audit staff to ensure accurate and timely recording of daily outlet totals that information is recorded properly.
- Assist in the closing of daily work for all outlets and posting correct daily totals. Balance Room Charges with POS, and Host.
- Perform daily backups on systems and perform any necessary maintenance when situations arise.
- Input all daily revenue information into accounting system.
- Balance daily credit card postings.
- Ensure proper distribution of daily reports in a timely manner and that all accounting reports are filed away properly.
- Notify proper outlets when discrepancies arise. Follow up with the Night Audit staff and document situations.
- Perform all activities in a professional manner and in accordance with company policies.
- Basic functions of a Front Desk Agent such as checking guests in and out of their guest rooms, answering guest questions, making new reservations for guests, and providing further services to guests.
- Answering front desk phone at all times as they are also the operator during their work shift, as well as any guest messages on our texting platform.
- Report any issues/requests in the Quore application.
- The ability to fill out an incident report if an incident arises.
- Supervises the Night Audit personnel.
- Assists in training new employees on the Night Audit team.
MARGINAL FUNCTIONS:
-
Effectively interact with people of diverse socioeconomic, cultural, disability, and ethnic backgrounds
- Required to perform other tasks and duties as assigned.
- Scheduled hours may vary on business needs and may or may not include holidays, weekends, various shifts, overtime or reduced hours.
- Respond to any reasonable task assigned by the Rooms Director, Front Office Manager, Reservations Manager and/or Controller.
- In the absence of Night Audit staff, be responsible for all aspects of the nightly audit functions.
PHYSICAL ABILITIES:
8+ hours per day at standing desk/computer; stand and walk frequently throughout the workday
Lift, lower, and maneuver up to 30 pounds occasionally
Ability to independently work and lead during overnight hours
COMMUINCATION:
-
Excellent verbal and written communication skills
Ability to communicate clearly, professionally, and confidently with guests and team members
Must be able to speak, read, and write in the primary language used in the workplace
LEADERSHIP COMPETENCIES:
Ability to lead independently and make sound decisions during overnight hours
Strong problem-solving and conflict-resolution skills
Ability to coach, support, and hold team members accountable to standards
Demonstrated reliability, professionalism, and ownership of overnight operations
ENVIRONMENT:
Indoor office and hotel environment including desk, computers, telephones, and standard office equipment. Brightly lit with climate-controlled ventilation.
ABOUT FIRST HOSPITALITY:
Founded in 1985 and based in Chicago, First Hospitality is a forward-thinking hotel development, investment, and management company. First Hospitality’s strategic vision is to create value for all through excellence and an openness to doing things differently.
First Hospitality seeks to attract and retain a high-performing and diverse workforce in which employees’ differences are respected and valued to better meet the varying needs of the customers we serve. FH fosters an inclusive work environment that promotes collaboration, flexibility, and fairness. Equal Opportunity Employer.
