Sonesta has created a new series intended to give you a chance to take a peek behind the scenes to meet some of our team and to see how we make the magic happen. This series, entitled “A Day in the Life” will cross reference each of the articles as they are published.
Today we head to Sonesta ES Suites Columbia – Baltimore to meet Dale, who works as the hotel’s Night Auditor. Read below to learn about his role and his experience working at Sonesta ES Suites.
What do you love most about your job?
The part I love most about my job is trying to make every guest feel at home. Being an extended stay hotel, I know that a lot of the time we have people who are coming due to being displaced or simply coming to the area week in and week out for work. I feel as though it is my main goal to have our guests feel as they are a part of our extended family, rather than just being secluded in yet another hotel.
What would surprise others about your job?
I think what would surprise people the most about my job would be the amount of work there is to be done. It’s not just checking people in an out. You’re the only person available overnight. Everyone is depending on you from the guest to other employees. If the audit work itself doesn’t get done – that will affect the entire next day. If someone needs supplies, I’m the houseman who will be providing them. If there is any kind of disturbance, I’m security who is there to be the first line of protection and deescalate the situation until the proper authorities arrive. If your toilet is clogged, I’m the maintenance man who will be there to fix it for you.
What are the skills needed to be successful in a night audit role?
The skills needed to be successful would first and foremost be customer service. A night auditor is essentially a desk agent with more responsibility, so you definitely want to already be a successful front desk agent [Link to DIL Front Desk]. You need to be able to adapt to any situation that may come up throughout the night. You also want to have really good communication skills.
What makes your experience surprisingly different at Sonesta ES Suites?
What makes my experience surprisingly different is the level of camaraderie between staff members. Over the years I’ve have seen many people come in as simply a coworker. Even though in time they end up moving on to other endeavors they have been able to craft many lasting friendships no matter the department. It also doesn’t just include our hotel – I have seen it at other Sonesta hotels that I have been fortunate enough to help out at when they have been short staffed. I see the same thing at their hotel that I see at mine, a simply wonderful staff and a sense of family.
Read more of our “A Day in the Life”features: