Night Auditor

The Night Auditor ensures the hotel operates smoothly overnight by balancing financial records, providing exceptional guest service, and maintaining security. They serve as the primary contact for guests during nighttime hours, handling inquiries and requests with professionalism. This role supports a seamless transition between shifts while upholding the property's standards and policies.

Detail-oriented, highly organized, and comfortable working independently overnight. They have strong analytical skills to accurately reconcile financial records and excellent customer service abilities to assist guests professionally. A proactive problem solver, they remain calm under pressure and handle unexpected situations with confidence.

**Key Accountabilities**:

- Demonstrate a sense of urgency while remaining calm and poised during peak periods, ensuring efficient operations and guest satisfaction.
- Monitor and respond to guest special requests promptly, ensuring timely delivery and going above and beyond to meet guest needs.
- Provide guests with accurate and up-to-date information regarding on-site facilities, property updates, and available activities to enhance their stay.
- Handle guest complaints diplomatically and in alignment with the company’s guest service standards, ensuring on-the-spot resolutions and effective service recovery.
- Assist with valet parking as needed, ensuring a seamless and professional guest experience upon arrival and departure.
- Review arriving guest reservations to confirm accuracy, ensuring that any additional services such as spa appointments and meals are properly booked.
- Collect breakfast cards and ensure room numbers are accurate, addressing any discrepancies and flagging them for follow-up with the morning team.
- Track and execute wake-up calls with attention to detail, ensuring all requests are handled on time.
- Review guest folios during the night shift to ensure 100% billing accuracy prior to guest departure, minimizing errors or issues.
- Post all non-integrated charges to guest folios promptly and accurately, including charges for room service, amenities, or other services.
- Process all interdepartmental postings, including restaurant/spa bills and direct billing vouchers, ensuring smooth integration into guest folios.
- Complete the Night Audit checklist to ensure all tasks and responsibilities are addressed before the end of each shift.
- Exhibit a positive, professional attitude toward guests and team members, fostering strong relationships and creating a collaborative work environment.
- Arrive on time, well-presented, in full uniform, and prepared with all necessary tools and materials for each shift to ensure smooth operations.
- Foster strong relationships within the team and across departments, working together to achieve common goals and enhance overall guest experience.
- Communicate essential information effectively throughout the shift, ensuring all team members are informed and aligned on operational priorities.
- Demonstrate emotional intelligence in interactions with guests and colleagues, adapting to changing situations and making informed, confident decisions when needed.
- Act with integrity and honesty at all times, taking full responsibility for decisions and actions while maintaining high ethical standards.
- Count and secure all cash on hand, preparing and submitting cash reports to head office in a timely manner.
- Prepare and reconcile financial reports, such as daily income audits, flash reports, and no-show reports, to ensure accuracy and compliance with financial standards.
- Report any incidents or accidents in accordance with company protocols, while advocating for Health & Safety to ensure a secure environment for all.
- Identify, report, and rectify any potential or real hazards to maintain a safe environment for guests and staff.
- Be fully knowledgeable about Fire and Emergency procedures, including the ability to assist with building evacuations if necessary.
- Have a solid understanding of the building’s infrastructure and basic maintenance procedures to address minor issues or escalate as needed.
- Maintain First Aid certification to be prepared for emergency situations.
- Additional Duties: In addition to the accountabilities listed above, there may be other duties as assigned by your manager. These duties may vary slightly depending on the property.

**What we would like you to bring to the position**:

- First Aid & CPR certification required (training provided if not currently certified)
- Degree/diploma in a relevant program considered an asset
- 2+ years of upscale hospitality experience
- Hotel pre-opening experience is an asset
- Experience with luxury or Forbes recognized hotel systems is an asset
- Attention to Detail: Accuracy is crucial when auditing financial records, processing transactions, and reconciling accounts. The ability to catch small errors ensures that everything is balanced and correct.
- Customer Ser