Front Desk Agent Overnight

About the role

Check-in/check-out hotel guests in a timely and professional manner; process all payments according to established procedures. This position works during the overnight shift. The hotel is located on a US Military Installation. Successful completion of a Federal Background check, conducted by the Installation Visitor's Center, is required to access the Installation (renewed annually if hired). DOD sponsored ID holders are exempt from this process. The position is classified as non‑exempt and is subject to overtime in accordance with Federal and State Regulations.

Responsibilities

• Welcome guests in a friendly, prompt and professional manner.
• Register guests, issue room keys, provide information on hotel services and room location.
• Answer phones in a prompt and courteous manner.
• Up‑sell rooms where possible to maximize hotel revenue.
• Accurately process all cash and credit card transactions in accordance with established procedures including posting all charges, completing cashier and other reports, preparing deposit, and counting/securing assigned bank.
• Complete and transmit daily accounting reports and prepare them for review by hotel management.
• Issue, control and release guest safe‑deposit boxes.
• Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow‑up.
• Respond appropriately to guest complaints and make appropriate service recovery gestures to ensure total guest satisfaction.
• May routinely book guest reservations for individuals and/or groups requested by phone or from within the hotel; process cancellations, revisions, and information updates on changes.
• Promote team work and quality service through daily communications and coordination with other departments.
• Perform other duties as assigned including guest room tours, concierge services, special guest requests, etc.

Qualifications

• High School diploma or equivalent, plus one year front desk/guest service experience.
• Some college preferred.
• Must speak fluent English; other languages preferred.

Requirements

• Ability to frequently stand behind the desk and front office areas.
• Ability to carry or lift items weighing up to 50 pounds.
• Ability to handle objects, products and computer equipment.
• Ability to use a keyboard to operate various property management and reservations systems.

Skills

• Communication skills utilized significantly when interacting with guests and employees.
• Reading and writing abilities utilized often.
• Basic math skills used frequently.
• Problem solving, reasoning, motivating and training abilities often used.

Schedule

• Required to work the overnight shift.
• May be required to work other shifts, weekends, and/or holidays.

Pay

The salary range listed is the lowest to highest pay scale we, in good faith, believe we would pay for this role at the time of this posting. We may ultimately pay more or less than the posted range, and the range may be modified in the future. An employee’s pay position within the pay range will be based on several factors, including relevant education, qualifications, certifications, experience, skills, seniority