The Night Auditor ensures smooth night operations by delivering excellent guest service, handling check-ins and requests, and accurately completing night audit and financial reports.

Customer Perspective

• Ensure a high level of guest satisfaction by reviewing customer satisfaction indexes and feedback.

• Monitor and respond to citations on TripAdvisor and other social media platforms, reporting relevant feedback to management.

• Welcome guests warmly and foster customer loyalty through a friendly, professional, and courteous manner.

• Develop and maintain high-quality relationships with guests throughout their stay.

• Handle guest complaints efficiently and escalate unresolved issues to the Head of Department.

• Collect guest feedback to continuously improve service quality.

• Pay close attention to guest reactions and comments and report them to the Front Office Manager.

• Attend immediately to guest requests to promote a positive image of the hotel and excellent customer care.

Financial Perspective

• Perform regular upselling of rooms, meal plans, and other hotel products where applicable.

• Respect and comply with all financial procedures, including completion of rebate forms, upselling forms, and related documentation.

• Ensure accurate invoicing of guests and seek guidance from the Head of Department when required.

• Properly complete rebate and upselling sheets with full supporting documentation.

• Work within a cost-effective operational model.

• Ensure all front office financial documentation is updated and compliant with auditor requirements.

• Prepare and verify daily financial reports, including cash, cheque, and credit card summaries.

People, Learning and Growth

• Maintain a positive, respectful, and cooperative attitude when dealing with colleagues.

• Uphold high standards of personal appearance and hygiene at all times.

• Demonstrate full knowledge of the hotel’s employee handbook and adhere strictly to its regulations.

• Report all accidents or incidents immediately to the Head of Department.

• Maintain punctuality and respect daily attendance requirements.

• Obtain approval from the Head of Department before taking any leave or special permission.

• Participate actively in departmental and hotel training programs.

• Comply with all policies related to Fire Safety, Hygiene, Health & Safety, and Covid-19 Protocols.

• Adhere to all procedures in line with the Workers’ Rights Act and the Catering and Tourism Industries Remuneration Order.

Operational Process

• Greet all guests in a friendly and professional manner in accordance with hotel standards.

• Engage guests as individuals and listen attentively to their needs and requests.

• Perform accurate check-ins and check-outs during night operations.

• Answer telephone calls promptly and professionally.

• Post room charges, taxes, and additional services accurately to guest accounts.

• Process guest charge vouchers and credit card transactions.

• Maintain full knowledge of hotel services to respond effectively to guest inquiries.

• Transfer charges and deposits to master accounts when required.

• Monitor coupons, discounts, and promotional programs.

• Track room revenue, occupancy percentages, and other front office statistics.

• Conduct night audit procedures including auditing, balancing, and closing of accounts.

• Verify all postings and ensure accounts are correctly balanced.

• Update foreign currency exchange rates and verify foreign exchange transactions.