Guest Service Representative - Night Auditor

About the Role

Provides excellent guest service in an efficient, courteous, and professional manner while adhering to guidelines and procedures. Executes selling strategies to enhance hotel revenue. Responsible for total front office operations, acting as Manager on Duty, responding to guest requests, and representing the hotel during late evening and early morning hours.

Responsibilities

• Greet and register guests, provide room assignments, maintain guest privacy, and accommodate special requests when possible.
• Promote and sell services/amenities of the hotel to drive revenue.
• Encourage repeat business by offering to take future reservations and recommending alternate same-brand products.
• Identify potential sales leads through guest interaction and report information to the appropriate individual.
• Keep housekeeping and other departments informed of special requests, late check-outs, and guest needs.
• Verify credit card validity before the end of each shift.
• Learn and utilize the Property Management System (PMS) for posting charges, computing bills, collecting payments, and making change.
• Ensure all cash, check, and miscellaneous departments are balanced at the end of each shift.
• Maintain a clean and professional lobby and dining area (e.g., dusting, vacuuming, cleaning tables).
• Follow and enforce safety and security measures, including emergency procedures.
• Report or correct hazardous conditions immediately and maintain awareness of unusual occurrences.
• Maintain stock and cleanliness of the Market area (if applicable).
• Complete responsible vendor training certification if alcohol is served.
• Assist with laundry procedures, including operating washers/dryers and folding linens to proper standards.
• Perform other duties as assigned, including assisting in departments such as laundry, housekeeping, or food and beverage.

Requirements

• High school diploma or equivalent.
• Prior experience in accounting, sales, telesales, service, or guest relations preferred.
• Must pass appropriate security clearances due to access to guestrooms and property (honesty and trustworthiness are essential).

Skills & Abilities

• Knowledge of Manager on Duty functions, cash/credit card handling, and balancing charges.
• Familiarity with hotel operations, including reservations, cancellations, and guest relocation ("walking" guests).
• Proficiency in phone etiquette, area attractions, and local directions to assist guests.
• Computer literacy to operate property management systems effectively.
• Strong written and verbal English communication skills.
• Problem-solving and conflict resolution abilities.
• Ability to multitask while maintaining a guest-centric approach.
• Capability to work unsupervised, especially during overnight shifts.

Physical Demands

• Must be able to perform major life activities: standing, lifting, bending, learning, reading, concentrating, thinking, and communicating.
• Ability to push or pull 60 pounds unassisted and lift/carry 30 pounds unassisted.
• Capable of standing for eight hours, bending, stretching, and reaching.
• Must have adequate vision and hearing to interact with guests and staff.

Working Conditions

• Physical presence at the hotel is required; remote work is not an option.
• Must be able to stand and walk for long periods while maintaining a professional demeanor.
• May require working any day/shift, including weekends and overnight.

Career Advancement Opportunities

• Assistant General Manager
• Guest Service Manager
• Guest Service Supervisor