Night Auditor/Auditor Nocturno

Night Auditor

Full-Time / Exempt

Job Summary

Responsible for executing the end-of-day system closing procedures. Completes computerized verification of all reservation (in-house) rates. Closes and creates PM (Posting Master) accounts. Performs guest check-ins and check-outs in accordance with hotel quality standards, policies, and procedures. Accurately and promptly records all guest charges and credits, strictly following established guidelines. Assists with the We Care Line, a guest service phone line that handles guest requests and follows through until the guest’s need is fully met. Provides efficient and courteous service to guests, clients, executives, and colleagues in all matters related to their department, always demonstrating a genuine attitude of service.

Main responsibilities:

• Review the information board to be informed of the daily situation: room availability, arrivals, in-house events and groups, VIP list, and other relevant communications.
• Collect the assigned cash drawer and verify that all funds (cash, internal checks, or other monetary instruments) are complete. Manage and be accountable for the cash drawer, depositing funds at the end of the shift following the established procedure.
• At the end of the shift, ensure the cash drawer balances with no overages or shortages.
• Receive keys and logbook at the beginning of the shift, including any pending tasks or room changes. Pass along the keys and logbook at the end of the shift.
• Conduct guest check-ins, ensuring room assignments align with reservation type, rate, and special requests, following the established check-in procedure.
• Maintain constant communication with Housekeeping to ensure effective and continuous information flow about room status and assignments.
• Verify guest credit balances. If credit has not been established or approved limits are exceeded, contact the guest in a courteous and professional manner to inform them of their account status.
• Keep the immediate supervisor informed about credit report results.
• Maintain appropriate communication regarding credit with departments such as Sales, Credit, Reservations, and Departmental Cashiers.
• Accurately and promptly post guest charges and credits, including services, payments, transfers, etc. Ensure that any adjustments are pre-approved by the guest, Supervisor, or Front Desk Manager. If adjusted by another department (e.g., F&B), the adjustment must be signed by the Outlet Manager or Director of F&B.
• Handle, investigate, and resolve guest complaints and issues while maintaining professionalism and calmness, always aiming to satisfy the guest within hotel policies and procedures.
• Report to the immediate supervisor any situations or circumstances that may negatively impact guest satisfaction or the hotel’s image.
• Provide accurate information upon guest request or refer them to the appropriate department or person.
• Perform guest check-outs according to payment method and account status, following the established procedure.
• Register memberships – enroll guests in the hotel’s loyalty program, group programs, or VIP services, and provide relevant information about hotel services, activities, tours, and other guest inquiries.
• At the end of the shift, prepare a cash drop envelope and attach all supporting documentation for deposit according to the procedure.
• Maintain effective communication with the immediate supervisor, reporting any incidents and requesting support when needed.
• Execute all tasks and instructions assigned by the immediate supervisor, as well as any additional responsibilities required by the role.

Minimum requirements of the position:

• University studies
• Proficiency in computer programs (Word, Excel, Access, Outlook)
• Strong keyboarding skills – must be fast and accurate
• Flexible schedule (available to work overtime, day and night shifts, holidays, and weekends)
• Excellent communication skills
• Teamwork-oriented
• Bilingual (English/Spanish)

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