E11EVEN - Night Audit Supervisor

Night Auditor Supervisor

Highgate is a leading real estate investment and hospitality management company with over $15 billion of assets under management and a global portfolio of more than 400 hotels spanning North America, Europe, the Caribbean, and Latin America. With a 30-year track record as an innovator in the hospitality industry, this forward-thinking company provides expert guidance through all stages of the property cycle, from planning and development through recapitalization or disposition. Highgate continues to demonstrate success in developing a diverse portfolio of bespoke lifestyle hotel brands, legacy brands, and independent hotels and resorts, featuring contemporary programming and digital acumen. The company utilizes industry-leading revenue management tools that efficiently identify and predict evolving market dynamics to drive outperformance and maximize asset value. With an executive team of seasoned hospitality leaders and corporate offices worldwide, Highgate is a trusted partner for top ownership groups and major hotel brands.

The Night Auditor Supervisor is primarily responsible for the nightly balancing of hotel charges and revenue at E11EVEN Club Hotel & Residences. While maintaining a professional image, the Night Auditor Supervisor identifies, shows sensitivity to, and responds to all guest needs safely and promptly to ensure complete satisfaction. In addition, the Night Auditor Supervisor supervises the overnight Front Desk team, ensuring service standards, accurate cash handling, and smooth operations throughout the night.

Responsibilities

• Greet guests and check them into the hotel following established procedures, including, but not limited to, ensuring all necessary information is received and entered into the system.
• Provide superior service to all internal and external customers, following the company's etiquette guidelines as outlined in the employee handbook.
• Audit and balance room revenue, food and beverage revenue, cashier reports, guest and house accounts, telephone revenue, and online reservations.
• Complete and transmit daily management and accounting reports and supporting documentation, including the transmittal of credit card batches.
• Run various system reports at the beginning and end of each shift.
• Take payments, post charges, enter amounts into the system, and balance accounts at the end of each shift.
• Act as the hotel system, operations, and emergency liaison during night hours, and perform all guest service functions.
• Answer a variety of guest questions and handle routine problems, referring more unusual or difficult problems to the Manager on Duty or other appropriate staff members.
• Handle emergencies that arise when on duty alone, notifying appropriate personnel.
• Supervise the overnight Front Desk team, assigning tasks, monitoring performance, and ensuring all service standards and procedures are followed.
• Conduct shift briefings and ensure a thorough handover to and from the evening and morning shifts, communicating arrivals, VIPs, special requests, and outstanding issues.
• Train and coach overnight Front Desk Agents on check-in and check-out procedures, OPERA PMS, cash handling, and night audit tasks.
• Audit Front Desk Agents' cash banks and shift reports, and resolve or escalate any discrepancies.
• Monitor room availability, late arrivals, and overbooking situations, and assist with guest relocation in coordination with Front Office management.
• Serve as the point of escalation for guest complaints and service issues during the overnight shift, resolving them or referring them to the Manager on Duty as needed.
• Document performance concerns, incidents, and significant events in the shift log, and report them to the Night Manager.
• Maintain knowledge of daily activities in and around the hotel and the surrounding area.
• Assist in the general maintenance and inventory of Front Office equipment and supplies.
• Perform other related duties as assigned by management.

Qualifications

• High school or equivalent education required.
• Two to three (2-3) years of experience as a Front Desk Agent or Night Auditor in the luxury hospitality industry, including lead or supervisory experience preferred.
• Proficient in OPERA PMS and Microsoft Office Suite.
• Demonstrated leadership skills, with the ability to supervise and motivate a team.
• Basic typing skills with computer data entry experience.
• Basic reading, spelling, and math skills.
• Commitment to excellence and high standards.
• Excellent customer service skills, with the ability to deal courteously and efficiently with guests and other personnel.
• Ability to converse clearly and comfortably with many different types of people.
• Ability to learn a variety of information about the hotel's facilities, as well as general information about the area.
• Ability to understand and follow written and verbal instructions.
• Professional appearance and demeanor.
• Ability to work overnight shifts, including weekends and holidays.
• Bilingual skills a plus.

Benefits

We are pleased to offer to our full-time associates a comprehensive and competitive benefits package designed to support your health, well-being, and financial future.

• Medical insurance, dental insurance, vision insurance, life insurance, short-term and long-term disability insurance401(k) Retirement Plan with employer matching contributions
• Paid holidays
• Paid vacation
• Paid sick leave (provided in accordance with applicable law)
• Employee assistance program (EAP)
• Educational opportunities / Tuition reimbursement
• Paid jury duty leave, personal leave, medical leave, and military leave in accordance with applicable law

For Employees Based in Washington:

• 8 paid holidays per year
• Up to 20 days of paid vacation per year, based on classification and length of service
• Paid Sick & Safe Time accrues at 1 hour for every 30 hours worked, with up to 72 hours of unused time carried over from one anniversary year to the next.

For Employees Based in Colorado:

• 8 paid holidays per year; employees working in the City of Denver receive 64 hours of designated holiday time per calendar year
• Up to 20 days of paid vacation per year, based on classification and length of service
• 6 days or 48 hours of Paid Sick Leave per year, accrued at 1 hour for every 30 hours worked.

For Employees Based in California:

• 8 paid holidays per year
• Up to 20 days of paid vacation per year, based on classification and length of service, capped at 1.5x annual accrual rate; non-supervisory employees working in the City of Los Angeles accrue up to 22 days of Compensated Time Off, based on length of service capped at 192 hours of combined PST and CTO.
• Paid Sick Time accrues at 1 hour for every 30 hours worked, unused time is carried over from one anniversary year to the next up to a maximum of 80 hours; employees working in the City of Los Angeles are provided 40 hours of Paid Sick Time annually on their anniversary, unused time is not carried over from one anniversary year to the next.

Please note that certain benefits described above for associates in Washington, Colorado, and California may vary for associates covered by a Collective Bargaining Agreement ("CBA"). For such associates, eligibility for and the terms and conditions of benefits are governed by the applicable CBA and any applicable plan documents, and may differ from the benefits described above. In the event of any conflict or inconsistency, the terms of the applicable CBA and governing plan documents will control, as applicable.

**The above-referenced benefits do not apply to part-time positions