Front Desk & Night Audit Host

Front Desk & Night Audit Host

Location: Hyatt Regency Indianapolis Downtown Department: Front Office / Rooms Employment Type: Full-Time Compensation: Competitive hourly wage Regular Schedule: Five shifts per week, typically consisting of two overnight Night Audit shifts and three Front Desk shifts

At Hyatt Regency Indianapolis, Hospitality Starts with You

Our Front Office colleagues help shape the guest experience from arrival through departureand throughout the overnight hours. Hyatt Regency Indianapolis is seeking an experienced, versatile, and dependable Front Desk & Night Audit Host who can deliver exceptional guest service while supporting the financial and operational responsibilities of our overnight operation.

About Us

Hyatt Regency Indianapolis is a contemporary downtown hotel conveniently connected to the Indiana Convention Center and just steps from Lucas Oil Stadium. As a large, full-service hotel, our operation brings together guest rooms, restaurants and lounges, meetings and events, and a variety of guest services in the heart of downtown Indianapolis.

Our purpose is to care for people so they can be their best, and our Front Office team plays an essential role in bringing that purpose to life around the clock.

Job Summary

The Front Desk & Night Audit Host is a hybrid Front Office position combining traditional guest service responsibilities with overnight Night Audit duties. This position will typically work two overnight Night Audit shifts and three Front Desk shifts each week, although specific days and hours may vary based on business needs.

During Front Desk shifts, this colleague will focus on guest arrivals and departures, reservations, requests, payment processing, service recovery, and the overall guest experience. During Night Audit shifts, the colleague will continue to provide Front Desk service while completing required end-of-day financial reconciliation, reporting, and system procedures.

Because Night Audit requires a high level of independence, accuracy, and judgment, the ideal candidate will bring previous Night Audit experience or Front Office experience in a large, full-service hotel environment. Training will be provided on Hyatt Regency Indianapolis procedures, systems, reporting requirements, and property-specific Night Audit processes.

Essential Job Functions

Front Desk & Guest Service

• Greet guests and provide welcoming, professional, and personalized service throughout their stay.
• Complete guest check-ins and check-outs accurately and efficiently.
• Process reservations, room assignments, modifications, cancellations, and special requests according to established procedures.
• Respond to guest questions regarding hotel services, amenities, events, directions, and local attractions.
• Process cash, credit card, room charge, and other approved transactions accurately and securely.
• Respond to guest concerns and service issues promptly and professionally, providing appropriate service recovery or escalating concerns when necessary.
• Maintain accurate guest registration, account, reservation, and room information.
• Assist with VIP arrivals, group arrivals, special requests, and other guest experiences requiring additional coordination.
• Communicate guest needs and operational concerns with Housekeeping, Engineering, Security, Bell/Door, Food & Beverage, and other hotel departments.
• Maintain the Front Desk and lobby as welcoming, organized, and guest-ready environments.

Night Audit & Overnight Operations

• During assigned Night Audit shifts: Complete required end-of-day and Night Audit procedures accurately and within established timelines.
• Review and reconcile guest accounts, room charges, payments, adjustments, and other transactions.
• Verify that revenue and transaction information has been properly recorded and investigate discrepancies requiring correction or follow-up.
• Complete required Night Audit reports and distribute information to appropriate hotel leaders and departments.
• Perform the hotel's daily system rollover and associated overnight procedures according to established processes.
• Review guest accounts, reservations, room status, and other Front Office information for accuracy and identify items requiring follow-up.
• Maintain accurate documentation of financial discrepancies, guest concerns, incidents, and significant overnight activity.
• Continue providing Front Desk and guest service coverage throughout the overnight shift.
• Respond appropriately to late arrivals, early departures, guest requests, reservation issues, billing concerns, and other overnight Front Office needs.
• Coordinate with Security, Engineering, and other overnight colleagues when responding to guest concerns, safety issues, emergencies, or unusual situations.
• Communicate relevant overnight activity and unresolved issues to incoming Front Office colleagues and leadership.

Operational Accuracy, Safety & Compliance

• Protect guest privacy and maintain confidentiality of guest, colleague, financial, and hotel information.
• Follow established cash handling, payment-card, key control, privacy, and security procedures.
• Maintain accurate documentation regarding guest concerns, service recovery, incidents, financial discrepancies, and other operational matters.
• Recognize and appropriately escalate safety, security, financial, or guest-service concerns.
• Follow established hotel emergency procedures and assist guests appropriately during emergency situations.
• Work collaboratively with colleagues throughout the hotel to support a seamless guest experience.
• Follow Hyatt and hotel policies, procedures, standards of conduct, and safety requirements.
• Complete all required Hyatt, hotel, and departmental training.

Qualifications

• Previous hotel Front Office experience strongly preferred.
• Previous Night Audit experience is strongly preferred.
• Candidates without direct Night Audit experience should have previous Front Office experience in a large, full-service hotel or similarly complex hospitality environment.
• Training will be provided on Hyatt Regency Indianapolis Night Audit procedures, systems, financial reconciliation, reporting, and property-specific processes.
• Experience using hotel property management systems required; Opera experience preferred.
• Strong attention to detail and ability to accurately complete financial, administrative, and guest account responsibilities.
• Basic math skills and ability to understand and complete financial reconciliation procedures.
• Strong guest service, communication, and interpersonal skills.
• Ability to communicate effectively with guests, supervisors, and colleagues and understand work-related instructions, financial information, and safety procedures.
• Strong problem-solving skills and ability to exercise sound judgment when working with limited overnight supervision.
• Ability to remain calm, professional, and solutions-focused when responding to guest concerns, operational challenges, or unexpected situations.
• Strong organizational skills with the ability to manage multiple priorities and transition between guest-facing responsibilities and detail-oriented financial and administrative work.
• Dependable attendance and punctuality are essential due to the overnight coverage responsibilities of this position.

Physical & Safety Requirements

The physical requirements below are representative of those necessary to perform the essential functions of this position. Reasonable accommodations may be provided to enable qualified individuals with disabilities to perform the essential functions of the job.

• Ability to stand, sit, and walk for varying periods throughout the shift.
• Ability to remain at a computer workstation for extended periods while completing Night Audit and administrative responsibilities.
• Ability to move throughout the Front Office, lobby, guest areas, and nearby operational areas as needed.
• Ability to bend, reach, stoop, and perform other routine physical movements associated with Front Office operations.
• Ability to lift, carry, push, or pull up to 25 pounds as needed.
• Ability to safely operate Front Office equipment and handle guest, financial, and hotel materials.
• Ability to recognize and appropriately respond to safety, security, and emergency situations according to hotel procedures.

Schedule Requirements

This is a full-time hybrid position specifically designed to provide coverage across both Front Desk and Night Audit operations.

• The regular schedule is expected to consist of two overnight Night Audit shifts and three Front Desk shifts per week.
• Night Audit shifts require overnight availability.
• Front Desk shifts may include mornings, afternoons, or evenings depending on business needs.
• Weekend and holiday availability is required based on hotel operations.
• Specific days and shift times may vary based on occupancy, colleague coverage, special events, and other business needs.
• Applicants must be able and willing to maintain a regular work schedule that includes both overnight and non-overnight shifts.

Compensation & Benefits

• Competitive hourly wage
• Comprehensive benefits package, including medical, dental, and vision insurance for eligible colleagues
• Life insurance and short- and long-term disability coverage
• Paid time off and holiday benefits
• 401(k