Best Practices and up to the minute news on Customer Experience Management and Service Excellence
Best Practices and up to the minute news on Customer Experience Management and Service Excellence
Night auditors aren’t necessarily easy to find, but they are extraordinarily important to the fiscal health of your hotel. Part of the duties of a night auditor include managing front desk operations, per Hotel Tech Report.
They also handle a litany of requests during the night, including those that might come from the people who stumble in after regular hours.
The Hospitality Financial and Technology Professionals acknowledged that these men and women have access to some of the most important information that your hotel will have.
That means you should take special care to hire the right ones when the opportunity arises. If you do not need to take your time and be deliberate there, several other jobs could be in peril because of the night auditor’s interfacing with other departments.
The third shift isn’t for the weak. Night auditors by definition work full-time shifts at night, which requires a series of lifestyle changes that are not easy on a person’s body or their personal life.
Plenty of hotel folks understand that crews are much closer to skeletons at night, which requires a special type of employee, especially since the people and resources folks might be used to aren’t as readily available. It’s especially important to make sure the people you do have working are confident and assured of themselves.
Given the broad swath of experiences and emergencies that night staff might see, you will want people comfortable making decisions that will help quell emergencies if and when they arise.
That’s especially important so you don’t undermine that employee or your business in dealing with a customer complaint, an infrastructure issue, or whatever else.
Earlier this month, Buzzfeed News compiled a list of some particularly harrowing stories that night auditors have from their jobs.
As comical as some are, they hammer home the point that people don’t mind showing up to a hotel with a bit of chaos. To some extent, that might be expected as young people figure out their connection to a company.
The importance of the people who undertake these important duties is evident to many in the industry across the United States. One company in a city just outside of the nation’s capital even established a Night Auditors Appreciation Day in May 2023.
Another in Atlanta established a day for them in May of last year. Expert Marshall Hill says hotels should post for a night audit supervisor because employers will want applicants who have or want supervisory experience. Without posting the job in that way, Hill writes, a hiring manager will get plenty of people underqualified for a job like this one, or they will get people who might be qualified but won’t be amenable to the myriad lifestyle changes the job will require.
Hotels have, in recent years, gone the way of many other companies, where they cut jobs and use artificial intelligence as a cost-cutting measure in a tight labor market. The night auditor isn’t necessarily a job that would fit that trend, given the wide swath of responsibilities these people have on a nightly basis.
That’s good news for night auditors nationwide, but it also presupposes that you must be especially careful in their hiring practices. Any hotel open late or open 24 hours a day must prioritize hiring good folks because of how the night swift works.
Inevitably, someone with bad intentions might show up and cause a small headache, and your night auditor has to be able to listen and react to end up with a lawsuit.
Copyright © 2025 The Gem - All Rights Reserved.