Night Auditing: The Guests Are Asleep and The Staff Is Awake

Spring, 2017.

The sun shines over the Swiss Riviera in Montreux, home of the famed-yet-funny Charlie Chaplin, the vibrant vocals of Queen and the jolly old Montreux Christmas Market, loud and energizing jazz festival; yet throughout the opening restaurants and seasonal businesses here, a spike in tourist numbers arises.

The modestly cosmopolite city of Montreux never failed to impress visitors and locals alike throughout the year, be it during the hot summer season (accompanied by refreshing cocktails, fresh fish catch of the day, its vibrant jazz, Vigneron and the national day festivals) or during the chilling holiday with its Christmas market, hot wine scent and Christmas tree presents.

Growing up and studying in Montreux for a good part of my college years, I couldn't help but notice it's embracing involvement towards the hotel and tourism industry - mainly through some recognizable hotels and venues.

And let me tell you, if one peak factor of the hotel industry is to treat customers with the same warmth and hospitality as you'd do to a family member, Montreux sure seems like a small family. As a boarding student to a high-school and two hotel management universities, I know first-hand on how it feels like to be a "stranger among strangers" hence this mindset followed me throughout my university years; the ability to not just make strangers feel welcome, but make them comfortable as they'd be within the comfort of their own home.

Back to the topic of my post. Summer in, I was lucky enough to be short-listed for the position of Night Audit in one of the cities oldest and most prestigious establishments, the Fairmont Montreux Palace. Backed-up by the loving support of my close ones, friends and family, this was indeed an amazing work experience and time-period of my life. In the past, I've worked in the reception and administration departments, I had the "know-how" mindset and, last but not least, imagined what a luxury environment had as expectations and requirements. They are 110%, to say the least.

Thankfully, all my professional experience within the F.O. field so far came to use. I knew the basics of the operation area and its procedures, checking in/out clients was on a common basis, mailing and correspondence here and there, on-going communication with our colleagues from the concierge, room-service and reservations departments (let alone HR and direction) was on the daily agenda. At least until 10:00pm, when my shift started.

Commonly known as the "graveyard shift", a Night Audit's schedule usually fluctuates between 10:00pm and 07:00am. Hours when other staff members - as well as most people around the world - would normally be asleep; but who am I kidding ? In the hospitality sector, we don't have time for sleep (pun intended).

So what happens during a Night Audit's shift ? What differentiates this unique position from the rest of the Front Office team ? And who can work for and grow in this position ?

One word I would personally describe it as would be "responsibility", as in the sense of responsibility you have not just for the hotel itself, but for the safety and well-being of the clients that reside inside. It is the kind of position that takes you beyond the regular check-in's/out's and reservation basics, the kind of position that makes you analyze, think and act accordingly to a situation where you and only you are responsible for everything that happens from the moment you clock-in to the moment you bid "good morning and have a great shift" to the morning shift colleagues. It gives you the sense of responsibility that aids you in growing and developing upon yourself as a professional, for as you take and make decision based on the current situation on the job; be it a 03:00am room-service order, a sudden fire-alarm or a client who lost the key-card to their room. The more efficient your reaction to such situations is, the happier will clients be at the end of the day; and we all know what happy clients mean for a business.

Another key-factor in this position is "multi-tasking". I emphasize the word "multi". Working as Night Audit does not limit you just to the F.O. sector. You will be entrusted with - first and fore-most - security checks. An occasional room service. Small concierge mailing. General hotel mail distribution. Parking and car-retrieval services. This list can go on. However, the good thing on being flexible is that you can contribute your set of skills and knowledge to other departments and thus, show willingness to help when and where needed. It is small acts and details as such that will propel you further on in life, professionally and personally as well. In fact, it is small acts in general that make the big difference at the end.

Going on, I'd like to add a new word. A mixture between "courage" and "exploration". "CouragExploration". What do I mean by this ? Have the courage to take a position that many hesitate to even apply for. Have the courage to be the "One Man Team" in charge of the hotel during the night. Have the courage to look after guests and tasks all by yourself. Have the courage to explore. Explore the hotel by yourself. Explore all hallways, corridors, elevators and event rooms. Explore all and everything by yourself, and have the courage to get comfortable at your work space.

I know I did.

Night Auditing is fun, at most I found it so. It is indeed a different experience and department of the Front Office sector, and if not to directly apply for such a position, I urge anyone who would like to know more to directly approach and and a current employee of such a domain. Or you can just contact me directly for any advice.

My name is Andrew R. Nedelcu, and I sincerely thank you for your time and consideration.