Night Audit Supervisor

Sonesta International Hotels Corporation • Royal Sonesta Cambridge, MA

1d

About The Position

The Night Audit Supervisor supports Front Desk operations and guest services, helping create welcoming and seamless guest stays. The role oversees overnight front desk service and is responsible for accurately balancing hotel income and expenses for each 24-hour operating period. The supervisor serves as the hotel system liaison during overnight hours, contacting support and opening tickets for Opera, SynXis, or other systems when issues occur. The position also contributes to hotel performance objectives, guest satisfaction, service quality, and operational efficiency.

Requirements

• At least 2 years of experience in a customer service role.
• Strong knowledge of Front Desk operations, PMS systems, reservations, room inventory management, and guest service standards.
• Excellent communication, interpersonal, and problem-solving skills.
• Ability to multitask in a fast-paced hospitality environment.
• Strong organizational skills and attention to detail.
• Positive, collaborative, and service-focused leadership approach.
• Ability to work collaboratively across departments and support operational teamwork.
• Flexible availability, including mornings, evenings, weekends, holidays, and on-call support as needed.

Nice To Haves

• Previous Front Desk, hotel operations, guest services, hospitality, or customer service experience.
• Previous leadership or supervisory experience within hotels or hospitality operations.
• Experience handling guest recovery situations and creating exceptional guest experiences.

Responsibilities

• Support daily Front Desk and guest service operations, including check-in and check-out, guest requests, and lobby experience management.
• Supervise, support, and motivate Front Desk Agents and guest service teams.
• Help maintain smooth hotel operations, guest satisfaction, service quality, and operational efficiency.
• Respond to guest concerns, service recovery situations, and special requests.
• Assist with room assignments, reservations coordination, room inventory management, and upselling opportunities.
• Coordinate with Housekeeping, Engineering, Food & Beverage, and hotel leadership teams.
• Support onboarding, training, coaching, scheduling, and operational communication for Front Desk team members.
• Assist with cash handling, shift balancing, operational reporting, and daily Front Office procedures.
• Maintain knowledge of PMS systems, reservations systems, loyalty programs, and hotel operational standards.
• Support VIP arrivals, group check-ins, and other elevated guest experience opportunities as needed.
• Ensure compliance with hotel policies, brand standards, safety procedures, and guest service expectations.
• During overnight hours, contact support and open tickets for Opera, SynXis, or other system issues.
• Perform other duties as assigned.

Benefits

• Medical, dental, and vision insurance
• Health Savings Account (HSA) with company match
• 401(k) retirement plan with company match
• Paid vacation and sick time
• Paid parental leave
• Company-paid life insurance
• Company-paid short-term and long-term disability
• Hospital indemnity, critical illness, and accident insurance
• Educational assistance
• Sonesta hotel discounts
• Additional perks and employee discounts

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed