Night Auditor

Pacific Hospitality Group•Phoenix, AZ

33d•Onsite

About The Position

The Night Auditor creates a positive experience for all guests by delivering professional and pleasant service. This role is responsible for ensuring that the check-in and check-out processes are smooth and efficient and are also responsible for performing end-of-day processing, reconciling accounts, and preparing financial reports. Providing excellent customer service and addressing guest concerns promptly are integral aspects of this role.

Requirements

Minimum 1–2 years of front desk, guest services, or hospitality experience preferred, ideally within a hotel or resort environment.
Passion for hospitality and creating elevated guest experiences.
Strong communication, interpersonal, and customer service skills.
Ability to remain professional and composed in a fast-paced, high-volume environment.
Strong organizational skills with attention to detail and accuracy.
Ability to handle guests concerns professionalism, empathy, and diplomacy.
Experience with hotel PMS systems, POS systems, and Microsoft Office applications preferred.
Basic understanding of front office operations including reservations, cashiering, billing, and guest relations.
Ability to work flexible schedules include evenings, weekends, holidays, and peak occupancy periods.
While performing the duties of this job, the employee is frequently required to sit, and push/pull, the employee is constantly required to hear and talk.
The employee must occasionally walk, climb stairs, stand, crouch/bend/stoop, reach, smell, and grasp and lift objects weighing up to 50 pounds.
Specific vision abilities constantly required are near vision and occasionally required include close and far vision.
Finger dexterity is required to operate a computer keyboard and calculator

Nice To Haves

Experience in a luxury hotel or Forbes-rated resort environment.
Knowledge of dining, and local attractions.
Bilingual communication skills.
Previous experience with guest engagement or upselling initiatives.

Responsibilities

Welcome guests with a warm, professional, and engaging demeanor while delivering exceptional customer service throughout the check-in and check-out process.
Process guest arrivals and departures efficiently, including room assignments, payment handling, billing accuracy, and key issuance.
Anticipate guest needs and provide personalized service by responding to requests, offering resort information, and assisting with local recommendations and amenities.
Maintain strong knowledge of resort services, promotions, dining outlets, and local attractions to enhance the guest experience.
Perform EOD night audit task, Balance and reconcile all daily transactions.
Close out the business day and roll the system into the next day.
Identify and fix discrepancies (missing postings, incorrect charges)
Support upsells opportunities including room upgrades, resort experiences, and special packages while maintaining a guest-focused approach.
Handle guest concerns and service recovery situations professionally and promptly, escalating issues when appropriate to ensure guest satisfaction.
Coordinate closely with Housekeeping, Engineering, Security, Reservations, Food & Beverage, and fellow Front Office team members to ensure seamless communication and operations.
Maintain accurate guest records, cash handling procedures, and compliance with company policies, PCI standards, and safety guidelines.
Contribute to a positive and collaborative team environment while always maintaining professionalism and Forbes-level service standards.