Night Auditor PM Agent

Job Description

Across Hyatt, we believe our guests select Hyatt because of our caring and attentive colleagues 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.

The Night Auditor (MOD) is responsible for overseeing all overnight hotel operations, ensuring the safety, security, and satisfaction of our guests while maintaining the accuracy and integrity of daily financial reporting. This role serves as the primary leadership presence during overnight hours and acts as the decision-maker for guest concerns, operational challenges, and emergency situations.

The Night Audit MOD leads the night audit process, ensures accurate cash handling and reporting, and provides exceptional guest service recovery when needed. This position requires strong leadership, attention to detail, and the ability to work independently while upholding Hyatt service standards.

Hyatt colleagues work in an environment that demands exceptional performance yet reaps great rewards. Whether it’s career opportunities, job enrichment, or a supportive work environment—if you’re ready for for this challenge, then we are ready for you.

This position reports to the Assistant Front Office Manager.

Responsibilities

• Serve as Manager on Duty during overnight hours, providing leadership, guidance, and decision-making support for all hotel departments.
• Foster a can-do, guest-first environment while ensuring a calm, professional overnight operation.
• Oversee the night audit process, ensuring all financial transactions, postings, and reports are accurate and completed on time.
• Ensure all cash handling, balancing, and reporting are completed according to Hyatt policies and procedures.
• Perform exceptional guest service recovery, resolving concerns promptly and ensuring guests are fully satisfied.
• Maintain the safety and security of guests, colleagues, and hotel property throughout the overnight shift.
• Supervise and support overnight front office colleagues, ensuring adherence to Hyatt service standards and procedures.
• Review end-of-day reports, checklists, reservations, confirmations, and HOTSOS tickets for accuracy and follow-through.
• Communicate effectively with Housekeeping, Engineering, and other departments to ensure operational continuity. 
• Address overnight guest requests, emergencies, and operational issues with confidence and professionalism.
• Ensure accurate room inventory, rate integrity, and PMS data during overnight hours.
• Document and communicate overnight incidents, service recovery actions, and operational notes for daytime leadership follow-up.
• Perform all front office duties as needed to support overnight operations.

Key Performance Indicators

• Guest Satisfaction Scores (Check-In, Guest Service, Elite Recognition): 90% or higher.
• HOTSOS: All overnight tickets reviewed, addressed, and documented with a guest-first mindset.
• World of Hyatt Elite Recognition: Consistent delivery of elite benefits and recognition.
• Safety & Security Compliance: Adherence to overnight safety protocols and procedures.
• Chat Response Times in less than 4 mins. 

Core Qualifications and Requirements

• Experience: 3–5 years of front office or hotel operations experience, with prior night audit or overnight leadership preferred.
•  Strong attention to detail and ability to work with numbers.
•  Excellent customer service and communication skills.
•  Ability to work independently and make decisions with minimal supervision.
•  Proficient in the use of computers and hotel management software.
•  Ability to handle multiple tasks and work under pressure.
• Flexibility: Ability to work overnight shifts, weekends, and holidays.