Night Audit Supervisor: Guest Service Lead

Reitmr; Cambridge (MA); On-site; USD 40,000 - 43,000; Full time

Benefits offered by this job

Medical Insurance

Dental & Vision Insurance

401(k) Plan with Company Match

Paid Vacation & Sick Time

Parental Leave

Job summary

Sonesta International Hotels is seeking a Night Audit Supervisor to lead overnight front desk operations and ensure accurate balancing of hotel income and expenses.

The NAS will act as the overnight hotel system liaison, support Front Desk teammates, and uphold guest service standards in a fast-paced environment. Strong leadership, communication, and PMS knowledge are essential for success.

Qualifications

• At least 2 years in a customer service role.
• Previous Front Desk, hotel operations, guest services, hospitality experience preferred.
• Previous leadership or supervisory experience in hotels or hospitality operations preferred.
• Strong knowledge of Front Desk operations, PMS systems, reservations, room inventory management, and guest service standards.

Responsibilities

• Support daily Front Desk and guest service operations including check-in/check-out processes, guest requests, and lobby experience management.
• Supervise, support, and motivate Front Desk Agents and guest service teams to deliver exceptional hospitality experiences.
• Help ensure smooth hotel operations while maintaining high levels of guest satisfaction, service quality, and operational efficiency.
• Respond quickly and professionally to guest concerns, service recovery situations, and special requests to ensure positive guest experiences.
• Assist with room assignments, reservations coordination, room inventory management, and upselling opportunities.
• Partner closely with Housekeeping, Engineering, Food & Beverage, and hotel leadership teams to support seamless hotel operations.
• Support onboarding, training, coaching, scheduling, and operational communication for Front Desk team members.
• Assist with cash handling, shift balancing, operational reporting, and daily Front Office procedures.
• Maintain strong knowledge of PMS systems, reservations systems, loyalty programs, and hotel operational standards.
• Support VIP arrivals, group check-ins, and elevated guest experience opportunities as needed.
• Ensure compliance with hotel policies, brand standards, safety procedures, and guest service expectations.

Skills

Customer service

Leadership

Front desk operations

PMS systems

Reservations

Communication

Problem solving

Team motivation

Tools

Opera

SynXis

Job description

Sonesta International Hotels is seeking a Night Audit Supervisor to lead overnight front desk operations and ensure accurate balancing of hotel income and expenses.

The NAS will act as the overnight hotel system liaison, support Front Desk teammates, and uphold guest service standards in a fast-paced environment. Strong leadership, communication, and PMS knowledge are essential for success.