Posted By: SilverBirch Hotels & Resorts
Interview: Andrew McYer, Night Auditor
Once upon a time….. I grew up in a rural community in Newfoundland. I studied culinary arts and became a professional chef. Over the years I have been a cook, a baker and a chocolate bar maker! After 14 years working in kitchens I decided I needed a change of careers, my spouse had been working at the hotel for several months and raved about the property and the staff. I applied to work as the Night Auditor and the Fairfield Inn and Suites in St. John’s Newfoundland. It has been an excellent experience and I’m very thankful my manager took the chance on me.
SBHR: Tell us about a shift in the life of a Night Auditor.
AM: The over-nights are interesting. I get to meet lots of interesting people, mostly the night owls and early birds. I start my shift at 11pm and relieve the evening Guest Service Agent and over the course of the night I wrap up the days paper work and prepare various reports for our property accountant, assemble the Daily Operations Package and prepare for guests arriving the next day. Throughout the night I greet guests and see that their needs are met, checking-in and out, directions to local attractions etc. I also spend time cleaning and organizing the office and lobby areas so the day staff can concentrate their time on other duties when they get in. Before I know it 7am has arrived and the morning Guest Service Agent is in to relieve me.
SBHR: How do you stay awake for the entirety of your shift!? And how many cups of coffee do you drink?
AM: I keep busy through the night. There is always something to do. There is some disconnect between the day staff and the night staff because of the hours so I like to leave funny notes in the office to give the staff a little chuckle to start their day. I am not much of a coffee drinker but tea and I are the best of friends.
SBHR: What would you say is the most exciting part about your job?
AM: I really like the interaction with guests. I have a different work day than the day staff in that there are fewer guests out and about during my shift. When a guest arrives, especially from out of the province I like to take the time to talk to them about their visit, recommend places to experience and when needed print out directions to get them off to a great start to their Newfoundland adventure.
SBHR: What is the oddest request you’ve had during the middle of the night?
AM: I have had more than a few odd requests. The best one was a group of three girls, around 10 years old, came down to the front desk once every 20 minutes or so requesting various cords. They wanted to connect their laptop to the TV in their room. This went on for about an hour, every time I was greeted with girly giggles. After they were all straightened away I got two calls from the room with little giggles in the background followed by a quick hang-up. It was pretty cute.
SBHR: What time is it, right now?
AM: It is currently 5:19 am, it’s the middle of my afternoon.
SBHR: Tell us one thing that most people don’t know about you.
AM: I keep a smile file! We all have great days at work, but occasionally even the best of us have a stressful day. If I get positive feedback from a guest on social media, comment card or GSS I print them off and keep them in a file folder. If my night is a little stressful, I open the file up, get a little boost of happy and the stress isn’t as stressful.
…And Andrew surely seems to get a lot of great customer feedback! Here’s the most recent accolade our General Manager received from a guest: Your staff go above and beyond! After my dad’s first stay at your hotel, he was at the airport before he realized he left his wallet in his room. We called the hotel and a gentleman named Andrew was amazing enough to deliver it to us at the airport – I speak of that story often!