Night Auditor

Night Audit Position Description: Hyatt

The Hyatt Culture

Across Hyatt, we believe our guests select Hyatt because of our caring and attentive associates who are focused on providing authentic hospitality and meaningful experiences to each and every guest. Hyatt is a place where high expectations aren't just met—they're exceeded. It's a place of outstanding rewards, where talent opens doors to exciting challenges in the hospitality industry.

Position Overview

The Night Auditor serves as the primary overnight representative of the hotel, combining high-level guest service with rigorous financial oversight. This role is responsible for the end-of-day accounting process, reconciling daily hotel records, and ensuring the property remains secure and guest-ready throughout the night.

Key Responsibilities

• Financial Oversight: Execute the "End of Day" system protocols, including reconciling daily credit card transactions, balancing departmental ledgers, and distributing daily financial reports to management.
• Guest Services & Autonomy: Manage front office operations during the overnight shift, acting as the primary point of contact for late-night arrivals and early departures while maintaining Hyatt’s standards of authentic hospitality.
• Problem Resolution: Respond quickly and independently to guest requests or complaints in a friendly manner, exercising empowered decision-making to guarantee guest satisfaction during hours with minimal supervision.
• Safety & Security: Maintain property awareness and safety protocols throughout the graveyard shift, ensuring a secure environment for guests and colleagues alike.
• Inter-Departmental Coordination: Facilitate clear communication for the morning transition, highlighting any maintenance, billing, or guest issues that require follow-up.

Qualifications

The Night Auditor should possess strong communication skills, a high degree of mathematical accuracy, and the ability to work independently. Candidates must demonstrate leadership through reliability and a calm demeanor during high-pressure or emergency situations.

Key Adjustments Made:

• Shifted Focus: Moved away from "staffing and scheduling" (which are daytime manager tasks) toward "reconciliation and reporting."
• Enhanced Language: Used terms like "Primary Overnight Representative" and "Empowered Decision-Making" to reflect the level of responsibility held during the night.
• Added Technicality: Included specific mentions of "End of Day system protocols" and "balancing ledgers" which are the hallmarks of a Night Audit position.

Key Performance Indicators

• ESR - Champion our Enrollment Success Rate by leading in the most enrollments on a monthly basis. Enrollment goals are 30%.
• Guest Service, Check-In, Elite Customer Service & Staff Helpfulness Score should reflect 90% or higher.
• HOTSOS Ensuring all HOTSOS associate reports are reviewed and are accurate. Tickets should be fulfilled with a guest first mindset. Ensure all tickets are followed up with exceptional service recovery.
• GEM Top 50 Own the Gem Top 50 program and ensure the satisfaction of our World of Hyatt Elites. This includes a score of 90% - 100% of "Welcome as a World of Hyatt Member".
• Digital Response Times Ensure any room service orders that come through the front desk are address and places in under three minutes. This includes chat times.

Requirements:
Core Qualifications and Requirements:

• Reporting Management: Proven ability to analyze Front Office reports, operational planning & able to comprehend occupancy forecast & rooms budget. Solid cash-handling and financial accuracy skills.
• Operational Knowledge: Deep understanding of front desk operations, guest services, and room inventory management.
• Attributes: Excellent communication, conflict resolution, and the ability to work a flexible schedule (weekends, holidays.
• Strengths: high energy, entrepreneurial spirit, motivational leader, effective communicator, effective in providing exceptional customer service, service recovery, and ability to improve the profitability of the Front Office department with ancillary revenues.
• Systems: Colleague Advantage, Opera PMS, FSPMS, OnQ/Pep, or GXP - Prior Reserve experience is a plus.