Guest Services Representative / Night Audit 3rd Shift - Hotel/Hospitality

Key Responsibilities

• Provide a warm welcome to all guests and residents, ensuring a positive first and last impression.
• Deliver prompt and courteous service while addressing guest inquiries and requests.
• Anticipate guest needs and deliver personalized, solutions-focused service.
• Follow brand standards for Wyndham Rewards enrollment and meet monthly enrollment goals.

Front Desk Operations

• Manage guest and resident check-in and check-out, ensuring accuracy in registration, room assignment, and payment processing.
• Maintain complete knowledge of property features, amenities, rates, and availability.
• Utilize Canary for digital upselling and communication tools to drive revenue opportunities.
• Update guest profiles and information in the PMS and AppFolio to ensure accurate records.

STAY / LIVE Model Support

• Support both hotel guests (STAY) and residents (LIVE) by providing exceptional service experiences tailored to each group’s needs.
• Coordinate resident services, assist with agreement documentation, and manage AppFolio communication and maintenance requests.
• Partner with the onsite management team to maintain a safe, organized, and community-oriented environment.

Problem Resolution

• Take ownership of guest or resident concerns and resolve them promptly and professionally.
• Escalate issues to the General Manager or appropriate leader when additional support is required.

Administrative & Coordination

• Maintain accurate records of transactions, guest accounts, and resident details.
• Handle cash and credit card transactions securely in compliance with company policy.
• Communicate effectively with housekeeping, maintenance, and leadership teams to ensure seamless operations.
• Keep the front desk area clean, organized, and well stocked with necessary supplies.

Laundry & Linen Care

• Perform light laundry duties including loading and unloading washers and dryers.
• Ensure the correct use of cleaning solutions and follow proper safety and handling procedures.
• Fold, organize, and restock linens and towels to support daily operations.
• Maintain cleanliness and organization in the laundry and storage areas.
• Affix inventory counts and notify leadership of low stock or damaged items.

Qualifications

• High school diploma or equivalent required.
• Minimum 1 year of front desk, property management, or customer service experience required; hospitality experience preferred.
• Excellent interpersonal and verbal communication skills.
• Strong computer literacy with proficiency in property management systems (e.g., AppFolio, Opera, or similar).
• Energetic, honest, ethical, and solutions oriented.
• Ability to multitask in a fast-paced environment with professionalism and a sense of urgency.

Schedule Requirements

Primary shift / schedule for this position is overnight (11pm-7am).