Job Summary: The Guest Service Agent / Night Auditor is responsible for delivering exceptional guest service while supporting the hotel's front office operations during both daytime and overnight shifts. This dual-role position ensures efficient check-in and check-out processes, maintains accurate guest records, processes reservations and payments, and performs nightly auditing and bookkeeping functions to reconcile daily financial transactions. The role helps ensure a seamless guest experience while maintaining the accuracy of hotel records and supporting safe, efficient hotel operations.

Essential Functions and Duties: 

• Greet, register, and assign rooms to guests in a friendly and professional manner.

• Verify payment methods, process credit authorizations, collect payments, and issue receipts.

• Maintain accurate guest accounts, room availability, and reservation records using the property management system.

• Make, modify, and confirm guest reservations.

• Process guest check-outs, review folios, collect payments, and resolve billing discrepancies.

• Post charges for rooms, food, beverages, and other hotel services.

• Perform basic bookkeeping functions, including balancing cash drawers and reconciling financial transactions.

• Complete nightly audit procedures by balancing daily receipts, verifying revenue postings, and closing the business day.

• Conduct income audits and prepare required daily financial reports.

• Answer telephone calls promptly, relay guest messages, and respond to guest inquiries and requests.

• Provide guests with information regarding hotel amenities, services, and local attractions.

• Coordinate with housekeeping, maintenance, and other departments to promptly address guest needs and operational issues.

• Issue room keys and provide guests with appropriate hotel information and directions.

• Document guest feedback, service issues, and incidents, escalating concerns to management as appropriate.

• Perform nightly "bucket checks" and other audit procedures to ensure compliance with hotel standards.

• Monitor hotel activity during overnight shifts to promote guest safety, security, and property protection.

• Maintain a clean, organized, and professional front desk area.

• Follow all hotel policies, procedures, and brand standards while providing exceptional guest service.

 
Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential duties. 

Required Experience, Education, and Skills: 

• Previous experience in a hotel front desk or guest service role preferred. 

• Strong customer service and communication skills to interact effectively with guests and staff. 

• Proficiency in using property management systems and basic office software (e.g., Word, Excel). 

• Ability to handle cash transactions and perform basic bookkeeping tasks. 

• Excellent problem-solving abilities to resolve guest issues efficiently. 

• Strong organizational skills with attention to detail in managing guest reservations and records. 

• Ability to work independently and follow established hotel policies and procedures. 

Work Environment: 

• Primarily indoor work within the hotel’s front desk and lobby areas. 

• Requires standing and walking for long periods throughout the shift. 

• Must be able to lift and carry up to 10 lbs. occasionally (e.g., ledgers, small office supplies). 

• Flexible schedule required, including availability for evening, weekend, and holiday shifts. 

• Frequent use of a computer and telephone, interacting with guests and team members. 

Other Duties:  

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the team member for this job. Duties, responsibilities, and activities may change at any time with or without notice.