Back-Office Guest Operations
Hotel Back Office Operations: Night Audit and OTA Reconciliation
Daily night audit, OTA reconciliation, and guest-billing support, so revenue leakage from missed payouts, fee discrepancies, and unposted charges gets caught the day it happens, not in next month's close.
GuestSquad's back-office operations service covers daily night audit, OTA payout reconciliation, and guest-billing exception reporting for hotels that cannot dedicate in-house staff to this function every day. Revenue discrepancies between your PMS, OTA payouts, and processor settlements are flagged the day they occur, not discovered at month-end. The service works inside your existing systems and reports into your finance team or ownership group.
What's Included
Night audit and OTA reconciliation before leakage reaches month-end.
Daily night audit
Day-end revenue reconciliation, folio posting, and cash-drawer balancing handled every night, including weekends.
OTA and PMS reconciliation
Booking.com, Expedia, and Airbnb payouts matched against your PMS and processor settlements, flagging missing or incorrect payments.
Guest billing support
Folio disputes, incidental charges, and group billing handled before they become guest complaints or chargebacks.
Reporting to your finance team
Exception reports delivered on a schedule your controller or ownership group actually uses, not buried in a dashboard nobody opens.
In Practice
An Expedia payout arrives 12 percent short of the expected amount for a group booking. The discrepancy is caught during daily reconciliation, documented with the booking reference and payout detail, and flagged to your finance contact the same morning. A guest departure folio shows an unposted minibar charge: it is identified during the night-audit run and corrected before the folio is finalized, avoiding a disputed charge later.
Free resource
Identify the back-office gaps costing your property time and money. The Coverage Gap Assessment covers channels, overnight handling, and escalation readiness across your operation.
How It Works
What we handle, and what we escalate.
Clear boundaries mean your team stays in control of what matters most.
Handled directly
- Daily night audit: folio posting, revenue balancing, and cash reconciliation
- OTA payout matching: Booking.com, Expedia, and Airbnb settlements vs. PMS records
- Processor settlement verification and variance flagging
- Routine guest billing corrections and incidental charge posting
- Exception report preparation and delivery to your finance team
Escalated to your team
- Significant payout discrepancies requiring direct contact with an OTA
- Guest billing disputes requiring management approval or refund authorization
- Systemic PMS errors affecting multiple folios
- Any finding that requires your controller or ownership group to take direct action
Who It's For
Built around your PMS, OTA extranets, and finance workflow.
- Properties relying on a single person to handle night audit and reconciliation
- Multi-property groups reconciling across several OTAs and PMS instances
- Owners who suspect revenue leakage but do not have time to chase it down
- Hotels without a dedicated back-office or controller function on-site
Back-office support runs alongside your existing accounting team and PMS. We do not replace your controller; we make sure the daily reconciliation work that protects your revenue actually gets done every day.
Pairs well with: After-Hours Support, Reservation Support.
Questions
Back office operations questions, answered.
Do you replace our accountant or controller?
No. We handle the daily reconciliation legwork: night audit, OTA payout matching, and billing exceptions. Everything is reported into your existing finance team or controller.
What exactly gets reconciled against what?
OTA payout reports from Booking.com, Expedia, and Airbnb are matched against your PMS folios and processor settlements to flag missing, short, or duplicate payments.
How often is night audit run?
Every night, including weekends. That consistency is the main point, since gaps are usually where revenue leakage accumulates unnoticed.
What do we actually receive from this?
Exception reports on the schedule you choose, flagging anything that does not reconcile cleanly, plus routine folio and cash-drawer balancing each night.
Can this work with our existing PMS?
Yes. We work inside your current PMS, OTA extranets, and processor portals rather than asking you to adopt new software.
What is included in hotel night audit support?
Day-end revenue posting, folio balancing, room status verification, cash-drawer reconciliation, and the exception report for the following morning. The exact scope is confirmed during setup based on your PMS and operating procedures.
Can GuestSquad reconcile Booking.com and Expedia payouts?
Yes. Payout reconciliation across Booking.com, Expedia, and Airbnb is one of the core functions of the service. Discrepancies between payout amounts and PMS records are flagged and reported the same day.
Does GuestSquad process payments or only reconcile records?
We reconcile records only. Payment processing remains within your existing systems and authorization chain. We identify discrepancies and report them; your team or controller takes action on anything that requires a financial decision.
How are exceptions reported to management?
Exception reports are delivered by email on a schedule you choose: daily, weekly, or both. Reports are structured for quick review, flagging specific folios, booking references, and variance amounts.
Explore More
Pair back office coverage with reservation support and OTA inbox management.
After-Hours Hotel Support
Overnight and weekend front-desk coverage for calls and messages your on-site team can't take outside working hours.
Hotel Answering Service
24/7 hotel call answering for reservation questions, guest requests, and general inquiries, with every call answered by a trained person, not a phone tree.
Reservation Support
Inbound and outbound reservation calls, quotes, and bookings handled with your rates, policies, and tone, every time the phone rings.
Worth Reading
Back office outsourcing vs in-house reconciliation gaps.
Hotel Answering Service vs. AI Voice Agent
Where a trained human answering service and an AI voice agent each hold up, and where AI still falls short for hospitality.
Hotel Answering Service vs. Generic Call Center
Why hospitality-trained, property-specific call answering performs differently than a shared, multi-industry call center.
Tools for Your Property
Useful resources before you decide.
Tools for your property
Tools for your property
Channels and workflows we support
GuestSquad works with your existing guest communication channels and documented workflows. Platform names are used descriptively only.
How GuestSquad keeps guest support controlled
Before coverage goes live, GuestSquad documents your property rules, escalation contacts, brand voice, channels, and guest-handling boundaries. Agents follow your approved instructions, escalate what your team needs to own, and provide reporting so nothing disappears overnight.
- Property-specific briefing before go-live
- Written escalation rules for urgent issues
- Guest tone and brand voice documented
- OTA, PMS, and inbox workflows mapped before coverage starts
- Daily or weekly activity summaries
- Quality review of guest interactions
- Clear boundary between what GuestSquad handles and what your team approves
Catch revenue leakage before month-end.
Book a coverage review and see how GuestSquad's back-office support keeps your OTA payouts, billing, and night audit reconciled daily.
Qualified properties can start with a 2-week pilot before moving into month-to-month coverage.