Night Audit Supervisor
About The Position
The Night Audit Supervisor supports the Front Office and guest service operations, helping deliver welcoming, seamless, and memorable guest stays. The role is responsible for accurately balancing hotel income and expenses for each 24-hour operating period and serving as a Guest Service Agent during the overnight front desk shift. The supervisor contributes to the hotel's performance and success by overseeing front desk operations, supporting guest satisfaction, and ensuring service quality and operational efficiency. During overnight hours, the Night Audit Supervisor acts as the hotel system liaison, contacting support and opening tickets for Opera, SynXis, or other system issues. The position also supports and motivates Front Desk Agents, coordinates with other hotel departments, assists with staff onboarding and training, and helps ensure compliance with hotel policies, brand standards, and safety procedures.
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 and thrive in a fast-paced hospitality environment.
- Strong organizational skills and attention to detail and operational consistency.
- 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 processes, guest requests, and lobby experience management.
- Supervise, support, and motivate Front Desk Agents and guest service teams.
- Help ensure smooth hotel operations, guest satisfaction, service quality, and operational efficiency.
- Respond professionally to guest concerns, service recovery situations, and special requests.
- Assist with room assignments, reservations coordination, room inventory management, and upselling opportunities.
- Partner with Housekeeping, Engineering, Food & Beverage, and hotel leadership teams to support hotel operations.
- 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 elevated guest experience opportunities as needed.
- Ensure compliance with hotel policies, brand standards, safety procedures, and guest service expectations.
- Balance hotel income and expenses for each 24-hour operating period.
- Serve as a Guest Service Agent during the overnight front desk shift.
- Contact Opera, SynXis, or system support and open tickets when system failures or issues occur overnight.
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
