Job Summary
The Night Auditor / Front Desk Agent (Night Shift) is responsible for overseeing the hotel’s front desk operations during the overnight hours, providing guest service, completing the nightly audit, and ensuring the accuracy of daily financial and room status reports. This position handles late check-ins and early departures, responds to guest needs and emergencies, and helps maintain a safe, quiet, and secure environment in accordance with hotel and company standards.

Essential Duties and Responsibilities

• Greet late-arriving and early-departing guests in a friendly, professional manner and complete check-in/check-out procedures accurately.

• Verify guest identification, payment methods, and reservation details; process authorizations, payments, and folios according to hotel policies.

• Perform the nightly audit process, including balancing and posting room charges, taxes, payments, and adjustments in the property management system (PMS).

• Reconcile and verify daily revenue reports from rooms and other departments as required, following hotel procedures.

• Prepare and distribute required end-of-day or beginning-of-day reports for management and other departments.

• Monitor and maintain lobby and front desk cleanliness, organization, and security during the night shift.

• Answer phone calls promptly and professionally, transfer calls, take messages, and handle wake-up call requests.

• Respond to guest requests and concerns (extra amenities, room moves, questions) and coordinate with housekeeping or maintenance as needed.

• Handle guest complaints calmly and professionally, resolving issues when possible and notifying a supervisor or manager of significant incidents.

• Follow all safety and security procedures, including controlling room keys, securing cash, and monitoring entrances and exits.

• Conduct occasional property walks or inspections as required by hotel policy, checking doors, lights, and public areas for safety and security issues.

• Document and report any unusual activity, incidents, or emergencies according to hotel procedures.

• Balance and reconcile the cash drawer or shift bank, process deposits, and secure funds at the end of the shift.

• Assist with early morning departures, express checkouts, and preparation for the day shift (key packets, reports, communication logs).

• Comply with all hotel policies, brand standards, and local regulations, including emergency and fire procedures.

• Perform other related duties as assigned by the Front Office Manager, Night Manager, or management.