Guest Service Agent/Night Auditor

Location: New York, NY | Pay Range: $20.00 – $24.00 per hour | FLSA: Non‑Exempt | Status: Full‑time | Reports to: Guest Service Manager

About the Role

The Guest Service Agent is responsible for ensuring smooth check‑in and check‑out procedures, maintaining accurate guest records, and providing outstanding guest services. This role supports the hotel’s front office operations and handles various guest inquiries, payments, and reservations to ensure a high level of guest satisfaction.

Responsibilities

• Greet, register, and assign rooms to guests upon arrival.
• Verify guest credit and establish payment methods for accommodation.
• Keep accurate records of room availability and guest accounts using property management systems.
• Compute bills, collect payments, and make change for guests.
• Perform basic bookkeeping tasks, such as balancing cash accounts.
• Issue room keys and provide necessary instructions to bell attendants.
• Review accounts and charges with guests during the check‑out process.
• Post charges for rooms, food, beverages, and services to ledgers manually or via computer systems.
• Transmit and receive guest messages using telephones or switchboards.
• Coordinate with housekeeping and maintenance staff to address guest‑reported issues.
• Make and confirm reservations for guests.
• Answer inquiries about hotel services, nearby dining, shopping, and entertainment options.
• Initiate and complete the End‑of‑Day process and run all reports required for Food and Beverage audit.
• Complete the Night Audit checklist for computer procedures daily and balance the day’s work.
• Maintain cashiering responsibilities and Front Office computer system operation.
• Fulfill all Front Office functions between 11:00 p.m. and 7:00 a.m., handling guest requests throughout the shift.
• Follow safety and emergency procedures; maintain proper record keeping (log books, etc.).
• Maintain radio contact with other employees during the entire shift and be familiar with security procedures.
• Prepare and distribute the Daily Flash Report.
• Maintain regular attendance, punctuality, and compliance with work, break, and meal periods.
• Uphold high standards of personal appearance, grooming, and dress code.
• Perform any other duties as requested by the supervisor.

Requirements

• Previous experience in a hotel front desk or guest service role preferred.
• Strong customer service and communication skills.
• Proficiency with 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 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. The role requires standing and walking for long periods, occasional lifting of up to 10 lb (e.g., ledgers, small office supplies), and frequent use of a computer and telephone while interacting with guests and team members.

Schedule

Night shift covering 11:00 p.m. – 7:00 a.m. with flexible availability required for evenings, weekends, and holidays.

Benefits

Stonebridge offers comprehensive benefits including medical, dental, vision, PTO, 401(k) matching, wellness support, life and disability coverage, savings accounts, tuition aid, and travel and lodging perks.