Night Auditor/Guest Service Agent

Overview
We are seeking a dedicated and enthusiastic Guest Service Agent to join our team in the hospitality industry. The ideal candidate will be passionate about providing exceptional customer service and ensuring a positive experience for all guests. As a Guest Service Agent, you will be the first point of contact for guests, responsible for managing front desk operations and delivering outstanding guest services in a hotel or resort setting.

Responsibilities

• Handling guest requests that may arise during the night demonstrates the hotel's commitment to delivering exceptional service during unconventional hours.
• Incident Management and De-escalation—Proficiency with company incident management procedures and de-escalation techniques to manage and diffuse a high-stress situation.
• Conducts the night audit, which involves reconciling guest accounts, verifying room rates, and ensuring that discrepancies are promptly identified and addressed.
• Creating and maintaining accurate guest folios. This involves recording charges, payments, and any additional services the guests use during their stay.
• Maintaining accurate financial records, auditing all transactions, including credit card payments, and appropriately recording and balancing. Submitting paperwork timely to the VIP Office.
• Updating the status of rooms for both operational and security reasons.
• Investigating and resolving discrepancies in room charges, payments, or reservations, contributing to accurate accounting records.
• Closing out the day’s financial activities and preparing the system for the next day’s operations are integral to the night auditor’s role.
• Conduct regular security rounds to ensure the safety of the premises, both for guests and hotel staff. This involves access points, monitoring CCTV security cameras, and promptly addressing security concerns.
• Using the property management system (PMS) and other sophisticated technologies to help manage the premises.
• Maintains a clean and organized work area and lobby.
• First responder for incidents that occur throughout the night. This could include medical emergencies, security breaches, or other unforeseen events. Must be able to assess situations and take appropriate action for guest safety and overall hotel security.
• Guest Incident—Unfortunately, situations with violent guests or homelessness can arise. Night auditors should handle these scenarios calmly and effectively. This might involve diffusing tense situations, contacting the police department, and following established protocols to ensure the safety of all involved parties.
• Night auditors should be trained to comply with safety and security procedures and precautions following hotel standards.
• Troubleshoot issues that occur with IT systems, Internet, or Software. While a night auditor doesn’t need IT experience, they may be required to have a technical aptitude to resolve concerns.
• Other duties as assigned.

Requirements

• Previous experience in customer service or hospitality is preferred, especially in a hotel or resort environment.
• Strong front desk skills with familiarity in using hotel management software is a plus.
• Multilingual abilities are highly desirable to cater to diverse guest needs.
• Excellent communication skills with a focus on providing outstanding guest services.
• Ability to work flexible hours, including nights and weekends as required by the role.
• Strong problem-solving skills and the ability to remain calm under pressure.
• A genuine passion for helping others and creating memorable experiences for guests.

Join our team as a Guest Service Agent and play a vital role in delivering exceptional hospitality experiences!

Job Type: Full-time

Pay: $16.00 - $18.00 per hour

Expected hours: No less than 32 per week

Benefits:

• 401(k)
• Dental insurance
• Employee discount
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Overnight shift

Work Location: In person

Salary : $16 - $18