Front Desk Agent/Night Audit

Position Summary: 

The Front Desk Agent/Night Auditor is integral in ensuring the smooth overnight operation of a AAA Four Diamond Hotel Casino Resort, balancing both administrative duties and guest service excellence. In addition, the Night Auditor’s role is critical in balancing the day’s accounts, preparing financial reports, and ensuring the overnight operation runs smoothly to que the start of the next day of business. This position is responsible for ensuring the overall safety, security, and guest satisfaction during the overnight shift. 

About Us:

At Gun Lake Casino Resort, every Team Member is an ambassador, essential to the success of our company and our culture. We expect that all Team Members take personal ownership in ensuring that everything they do is in the best interest of Gun Lake Casino Resort and embody the core values of the Seven Grandfather Teachings:

Love: Love your brothers and sisters and share with them.

Truth: Be true in everything you do. Be true to yourself and to your fellow Humans.

Respect: You must give respect if you expect respect. Respect everyone, all persons, and all the things created.

Bravery: To do what is right, even in the most difficult of times.

Honesty: Be honest in every action and provide good feelings in your heart.

Wisdom: We cherish knowledge; wisdom is used for the good of the people. 

Humility: Know that you are equal to everyone else, no better, no less.

In this Role: 

• Conduct the nightly audit through the hotel's automated PMS to reconcile daily financial activities. 
• This includes reviewing and adjusting guest accounts, verifying charges from various departments (e.g., dining, spa, casino), and ensuring all financial transactions for the day are accurately closed.
• Provide front desk services during night hours, including guest check-ins and check-outs, answering guest inquiries, and resolving any overnight issues. 
• Ensure unsurpassed customer service that aligns with Gun Lake Casino Resort’s AAA Four Diamond standards.
• Generate and review nightly reports summarizing daily business transactions and discrepancies to ensure accurate financial records. 
• Prepare management reports detailing occupancy, revenue, and other significant metrics.
• Oversee the security of the property during the night by monitoring surveillance feeds and coordinating with security personnel to address any safety concerns or emergencies.
• Serve as the primary contact for the hotel for any emergencies that occur during the night, executing emergency procedures as necessary and coordinating with the Security department and the Casino MOD.
• Maintain clear and effective communication with other hotel departments to ensure smooth operations and transition of information to the daytime staff.
• Adhere to all hotel policies and procedures, ensuring compliance with financial controls and data privacy requirements.

Essential Qualifications: 

• Must be 18 years of age. 
• High school diploma or equivalent required.
• One (1) year experience as a front desk agent in an upscale full-service hotel required. Front desk experience in a night audit role is preferred.
• Familiarity with hotel PMS, accounting software, and other related IT systems.
• Attention to Detail. High level of accuracy in handling financial data and ability to identify discrepancies.
• Strong interpersonal skills to interact effectively with guests and resolve issues.
• Demonstrate exceptional guest service skills, with a focus on creating memorable experiences for guests.
• Ability to address and troubleshoot problems efficiently, particularly during off-peak hours.
• Capable of managing multiple tasks simultaneously in a fast-paced environment.
• Must hold or be able to obtain Gun Lake Tribal Gaming Commission license.
• Maintain a professional demeanor and appearance, in line with the high standards expected at a AAA Four Diamond Hotel Casino Resort.
• Availability and willingness to work extended hours including nights, weekends, and holidays as business requires.  

Physical Requirements:

• Requires normal, corrective vision range, the ability to see color, and the ability to distinguish letters, numbers, and symbols.
• Ability to read, write, and input data into the computer.
• Must have the manual dexterity to operate job-related equipment. 
• Must have the ability to access all properties and areas.
• Ability to sit at a computer for a long period of time.
• Must be capable of lifting 50 lbs. with or without assistance.

Work Conditions: 

Work is typically in an office environment, front desk, or back of front desk area. Work areas may be warm, cold, or noisy and may contain second-hand smoke. Tasks may be required to be performed from a sitting or non-sitting position in a confined area. The overnight shift traditionally has minimal staffing or one (1), maybe two (2) Team Members on duty. Team Members may be required to stand, walk, lift, reach, push, pull, and grasp.

Disclaimer and Conditions of Employment:

The above statements are intended to describe the general nature and level of work being performed by persons assigned to this job.  These statements are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required.   

All applicants must be able to demonstrate their US work authorization during the employment verification process. The pre-employment process also requires the ability to pass a criminal background investigation, and drug test.    

Indian Preference:

The Match-E-Be-Nash-She-Wish Band of Pottawatomi Indians abides by Native American preference in its hiring and employment policies. 

Gun Lake Tribal Gaming Authority reserves the right to make changes to the above job description as necessary.