GSA / Night Auditor Relief - Holiday Inn Express

About the role

Location: HOLIDAY INN EXPRESS – MIDTOWN WEST, 538 West 48th Street, New York, NY 10036. The Guest Service Agent / Night Auditor Relief is a dual-function role responsible for delivering outstanding front desk service to all guests while also providing overnight coverage and executing the hotel’s nightly financial audit when needed. This associate serves as the face of the hotel during evening and overnight hours, ensuring seamless guest experiences, accurate financial reporting, and a safe, well-maintained property through the close of each business day. We are looking for a reliable, detail-oriented hospitality professional who thrives in an independent environment and takes pride in doing the job right.

Responsibilities

• Welcome all guests warmly upon arrival and execute smooth, accurate check-in and check-out procedures.
• Verify guest identification, process payment methods, and issue room keys in accordance with hotel security policies.
• Clearly communicate room types, rates, amenities, hotel policies, and local area information to guests.
• Process early arrivals, late check-outs, room upgrades, and special requests in a professional and accommodating manner.
• Serve as the primary point of contact for all guest inquiries, requests, and concerns throughout the duration of their stay.
• Resolve guest complaints promptly, empathetically, and effectively; escalate unresolved issues to the Manager on Duty when necessary.
• Anticipate guest needs and deliver personalized service that exceeds expectations and drives positive reviews.
• Respond to guest requests via phone, in-person, and internal messaging systems in a timely and courteous manner.
• Promote hotel amenities, services, and local attractions to enhance the overall guest experience.
• Create, modify, and cancel reservations accurately using the hotel’s property management system (PMS).
• Process walk-in guests and manage room inventory to maximize occupancy and revenue.
• Reconcile daily room status reports with Housekeeping and communicate discrepancies in a timely manner.
• Post charges, apply adjustments, and complete end-of-shift cash and credit reconciliation with accuracy.
• Run and distribute nightly reports as required by the General Manager or Front Desk Manager.
• Maintain clear and continuous communication with Housekeeping, Maintenance, and other departments to fulfill guest needs efficiently.
• Log all guest requests, complaints, and notable incidents accurately in the shift communication log.
• Relay accurate wake-up call