Hello friends! Welcome to another one of our “Day In The Life” blogs! Did you know that some of the most critical tasks in a hotel happen when most people are asleep? As the city quiets down, the night auditor springs into action, ensuring the smooth operation of the hotel. When it comes to shifts, the 3rd Shift (often referred to as the Graveyard Shift or Night Audit) is often overlooked, in my opinion.

Many hotels have 24/7 service at the front desk, even during the holidays and the slow season. The night auditor is the unsung hero of the hospitality industry, making sure everything runs smoothly while the world sleeps. Many ask: “What is so special about Night Audit? It has to be the most boring shift, right?”

Having worked as a night auditor myself, I can tell you it’s anything but boring. It’s a shift filled with unique challenges and unexpected moments. By the end of this blog, I hope to create a special appreciation for night owls in the hotel business. I want to shine a light on their important role. So, grab a coffee, and let’s get started!

The Role of a Night Auditor

I’m sure many people wonder: “What exactly is Night Audit?” According to Indeed.com, Night Audit is a tool that helps managers keep the hotel functioning efficiently. It summarizes the daily financial transactions from the hotel’s front desk (or other departments, depending on the hotel). It provides a clear view of cash flow in and out of the hotel daily.

In many hotels, the night auditor handles the night audit process. They are typically a senior front desk employee or manager. The night auditor usually completes this process in the late evenings or early mornings; for me, it’s around 2 a.m. Eastern time. But what does this process entail?

Key Responsibilities

• Balancing Transactions: A core responsibility is reconciling all financial transactions from the day, and ensuring all payments, charges, and refunds are accurately recorded. For my job, I receive paperwork from three main departments: Food & Beverage (from our restaurant and tavern), Visitor Center (from our campground), and Retail (from our market and the front desk market). One of my first tasks is to scan all receipts and paperwork as part of what will become the Audit Packet for the night.
• Generating Reports: Another key responsibility is generating financial, occupancy, and maintenance reports for management. These reports are scanned into the Audit Packet and placed in the Manager’s box. Without these critical reports, it could be challenging for the business to run smoothly.
• Checking Accuracy: Ensuring accuracy in all transactions and charges is crucial. My main goal is to identify and resolve any discrepancies in the paperwork. If any discrepancies can’t be resolved during the audit, it’s best to alert the manager.
• Handling Guest Needs: Even though most guests have already arrived by the time an auditor starts their shift, handling guest needs is still part of the job. This includes checking in any late arrivals, checking out early departures, and addressing any concerns or requests that may arise during the night. Some nights are smooth, while others can be more challenging.
• Security Checks: Ensuring the safety and security of the hotel and guests is another important task. This may involve performing routine checks or monitoring CCTV footage, depending on the hotel. For instance, at my location, a 3rd shift maintenance person helps with security, but I also act as security at the front desk.

Tools of the Trade

• Property Management Systems (PMS): Each hotel uses a unique PMS system. They manage bookings, guest information, and financial transactions like pet fees or room charges. I must check the PMS system to ensure everything is recorded correctly before finalizing the system, which helps reduce errors and discrepancies.
• Accounting Software (POS): Some hotels use specialized accounting software or a POS system to manage financial aspects for various departments. I also check for accuracy in this system to eliminate errors before finalizing.
• Communication Tools: At my job, we use a radio to contact maintenance for guest needs, which could include issues with A/C units, wildlife encounters (yes, bears), or disturbances. Not all hotels have communication tools, and some auditors may work alone during the night.

Why Does Night Audit Matter?

Every task listed above is crucial to a hotel’s operations. Accurate financial records ensure smooth operations and aid in planning for future investments. Providing 24/7 guest service enhances the guest experience, potentially leading to better reviews and repeat customers. Having spent many nights auditing, I can attest to the importance of these tasks. For example, I once noticed discrepancies in room billing. After clarifying with my manager, I corrected the errors in the PMS system, ensuring accurate billing and a smooth checkout experience for the guests.

A Typical Night Shift

A typical night shift can vary depending on the location, but generally, it starts at 11 p.m. and runs until 7 a.m. the next morning. Here’s a look into what a night shift involves.

Starting the Shift

Once I arrive, I clock in at the staff room and place my dinner in the refrigerator for later. I then head back downstairs to the front desk to relieve the PM shift clerk. This marks the beginning of my night.

The night shift typically begins with a handover from the evening staff. This transition is crucial for understanding any pending tasks, guest issues, or special instructions. Communication is key, and I always take detailed notes to ensure nothing is missed. I inquire about any situations or issues from the previous shift and check the property management system (PMS) for any pending arrivals.

If there are pending arrivals in my campground, I alert maintenance to perform a site check during their patrol and report back. For my specific location, I also check for any picnic shelter reservations for the next day. If there are any, I usually fill out a shelter sign to provide maintenance as well. 

Next, I count all the front desk drawers to ensure the money is balanced correctly. During this process, I also track how many park passes need restocking. After counting the drawers and recording any discrepancies in my error log, I proceed to the next tasks.

Handling Guest Needs

Despite the late hour, guests may still need assistance. This part of the job requires excellent customer service skills and the ability to handle various situations calmly and efficiently. This includes:

• Late Arrivals and Check-Ins: Welcoming late guests, processing their check-in, and providing necessary information.
• Guest Inquiries: Addressing questions or concerns, from room service requests to providing local area information.
• Room Changes: Assisting guests who need to switch rooms, ensuring a smooth transition.

I keep a note journal of any situations or issues during my shift, which I later include in an email for the shift report. Good communication is essential in the hotel industry, so having accurate notes helps reduce errors or confusion for other shifts and management.

Financial Responsibilities

The core responsibility of the night auditor is to reconcile the day’s financial transactions, maintain accurate records, and prepare reports for management. My tasks include:

• Reconciling Accounts: Balancing all transactions made throughout the day, including room charges, restaurant bills, and other services.
• Generating Reports: Producing daily financial summaries, such as revenue and occupancy reports.
• Audit Checks: Verifying the accuracy of financial data and cross-checking different sources to ensure there are no discrepancies.

I collect all paperwork from previous shifts and other departments, scanning them into the audit packet. This ensures that all payments, refunds, and credits are correctly posted and that necessary documents for the next day’s operations are prepared.

Administrative and Operational Tasks

Beyond financial duties, night auditors perform various administrative tasks to keep the hotel running smoothly. I usually handle these operational tasks at the end of my shift once I have completed the necessary paperwork:

• Preparing for the Next Day: Setting up the front desk for a seamless transition to the morning shift.
• Housekeeping Coordination: Pre-assigning arrivals to help housekeeping focus on immediate cleaning needs or turnovers for the day.
• Maintaining the Front Desk: Ensuring the front desk is presentable by wiping down counters, restocking park passes, and taking out the trash if needed.

The Quiet Hours

During quieter parts of the night, when guest interactions are minimal, night auditors focus on detailed tasks that require concentration. This can be the most challenging part of the job. Tasks include:

• Detailed Reporting: Compiling and reviewing reports to ensure all financial data is accurately recorded.
• System Updates: Performing any necessary updates or maintenance on the PMS.

When I encounter an issue that I can’t resolve, I take a quick walk to clear my mind before refocusing on the paperwork. Managing stress and maintaining focus are crucial during these times.

Wrapping Up

As the shift comes to an end, I prepare for the handover to the morning staff. Watching the sunrise is a reminder of the long night’s work. Before ending my shift, I compile emails with notes, issues, and surveys from previous stays. Once my replacement arrives, I debrief them on the night’s activities, unresolved issues, and important notes. Afterward, I head back to the staff room to clock out and then drive home until the next shift.

Challenges and Rewards

Working as a night auditor comes with a unique set of challenges and rewards. From my experience, the rewards often outweigh the challenges. There will be nights with difficult guests, but there will also be nights when you can work undisturbed. Let’s explore both aspects in detail.

Challenges

• Dealing with Difficult Guests: Handling guest complaints or issues can be particularly challenging at night when emotions might be heightened, and immediate resources may be limited. Patience, empathy, and problem-solving skills are crucial. For instance, one night a guest was very upset because their key card had stopped working. Despite asking questions like, “What room are you in? Did you put the keys next to a phone?” the guest remained difficult and left before I could help. I explained the situation to my manager, who addressed the guest the next morning.
• Handling Emergency Situations: Night auditors must be prepared to manage emergencies such as medical incidents, fire alarms, or security breaches. This requires staying calm under pressure and knowing the appropriate protocols to ensure guest and staff safety. For example, there was a night when a guest had a blood sugar issue. I had to contact EMT services and fill out an incident report for my manager.
• Managing the Night Shift Lifestyle: Adjusting to the night shift can be tough. It disrupts your sleep cycle and social life, requiring careful planning and discipline to maintain a healthy work-life balance. On my days off, I try to stay awake through most of the night since my body is accustomed to being awake. When I get home at the end of my shift, I eat breakfast and sleep until mid-evening (usually around dinner time).
• Loneliness and Isolation: The quiet hours can sometimes feel isolating, especially if you’re used to a more social work environment. Staying engaged and finding ways to break the monotony are important. While I don’t find this challenge too problematic, as my shift includes another person to talk to, it does make it hard to attend employee events or staff meetings.

Rewards

• Satisfaction of Ensuring Smooth Operations: There’s a great sense of accomplishment in knowing that your work ensures the hotel runs smoothly and is prepared for the next day. Your attention to detail and diligence play a vital role in the hotel’s success. I find it satisfying to be part of a well-oiled machine and appreciated by my fellow staff members for my hard work.
• Opportunity for Quiet, Focused Work: The quieter hours of the night allow for focused work without constant interruptions. This can be a great time to complete detailed tasks and reflect on your work. I often pass the hours by playing music while focusing on the paperwork.
• Building Strong Customer Service Skills: Handling diverse guest interactions, from late-night check-ins to resolving issues, helps build strong customer service skills. These skills are valuable and transferable to many other roles within and outside the hospitality industry.
• Developing Problem-Solving Abilities: The unique challenges faced as a night auditor, such as handling emergencies or solving financial discrepancies, help develop strong problem-solving abilities and the capacity to stay calm under pressure.
• Sense of Independence: Working overnight often means relying on your judgment and making decisions independently. This autonomy can be empowering and build confidence in your professional abilities. However, if I feel unable to handle a situation, I can always call my manager for guidance.

Conclusion

Being a night auditor is a unique and rewarding role within the hospitality industry, offering a blend of challenges and opportunities. We’ve explored the typical night shift, highlighting the crucial tasks that ensure smooth hotel operations, from handling guest needs and managing financial responsibilities to performing various administrative duties.

Key Points:

• Diverse Responsibilities: Night auditors manage a variety of tasks, including guest interactions, financial reconciliation, and preparing the hotel for the next day.
• Unique Challenges: The role involves dealing with difficult guests, handling emergencies, and adjusting to the night shift lifestyle.
• Rewards and Satisfaction: Despite the challenges, night auditors find satisfaction in ensuring smooth operations, enjoying quiet, focused work, and developing strong customer service and problem-solving skills.

Reflecting on the unique aspects of being a night auditor, it’s clear that this role requires a blend of patience, attention to detail, and resilience. The night shift offers a quieter environment, providing opportunities for focused work and personal growth. It’s a position that not only supports the hotel’s operations but also enhances the guest experience through excellent service and efficient management.

Personal Reflection:

From my own experience, the role of a night auditor has been both challenging and fulfilling. The sense of accomplishment that comes with ensuring everything runs smoothly and the opportunity to develop valuable skills make this role truly rewarding. If you appreciate the tranquility of the night, have an interest in hospitality and finance, and possess strong problem-solving abilities, the night auditor position might be the perfect fit for you. However, this shift does come with its drawbacks and may not be ideal for everyone based on their personal lives.

If you’re intrigued by the idea of working nights and making a significant impact in the hospitality industry, consider exploring a career as a night auditor. It’s a role that not only supports your professional growth but also offers a unique and gratifying work experience. Join the night owls of the hotel business and discover the rewarding world of night audit.