Night Auditor

Hyatt Place Portland Old Port, located in the heart of Old Port, Maine, is one block from the Casco Bay Waterfront and historic harbor. The hotel is surrounded by world-class restaurants, bars, storefronts, cafes, art galleries, museums, and theaters.

About the role

This overnight role—Hotel Night Auditor, Overnight Guest Service Agent, Overnight Front Desk Clerk, or Overnight Front Office Agent—places you at the forefront of delivering exceptional service, ensuring guests have a seamless and enjoyable experience from check-in to check-out. The hotel’s convenient location near the airport allows you to interact with a diverse range of travelers, building strong communication and problem-solving skills.

Responsibilities

• Assist guests with the check-in and check-out process efficiently, ensuring a smooth and welcoming experience.
• Handle room reservations, cancellations, and modifications accurately while maintaining up-to-date records.
• Respond promptly and professionally to guest inquiries, complaints, and special requests, aiming to exceed guest expectations.
• Process payment transactions, including room charges, deposits, and refunds, ensuring accuracy and compliance with hotel policies.
• Coordinate with other hotel departments, such as housekeeping and maintenance, to address guest needs and resolve issues promptly.
• Provide information about hotel services, amenities, local attractions, and transportation options to assist guests with their plans.
• Resolve guest concerns or complaints effectively, escalating issues when necessary to maintain satisfaction.
• Maintain accurate and organized records of guest stays, payments, and interactions in the hotel’s property management system (PMS).
• Upsell rooms and promote hotel amenities, such as dining options or event spaces, to enhance the guest experience.
• Follow safety and security protocols to safeguard guests, staff, and property, including verifying guest identification and monitoring for suspicious activity.

Requirements

• Previous experience in customer-facing roles, such as in hospitality, retail, or food service, is often required or preferred.
• Strong interpersonal skills and a focus on delivering exceptional service.
• Familiarity with computers and software systems, especially reservation or property management systems (PMS).
• Strong verbal and written communication skills for interacting with guests and team members professionally and clearly.
• Experience handling guest complaints or resolving conflicts in a calm and effective manner.
• Ability to manage multiple tasks, such as answering phones, handling reservations, and assisting guests simultaneously.
• Hospitality or front desk experience (preferred).
• High school diploma or equivalent.
• Flexibility to work weekends and holidays.

Benefits

• Medical, dental, and vision coverage.
• 401(k) with company match.
• Next Day Pay and flexible spending accounts.
• Vacation, personal days, and holiday pay.
• Hotel, food, and beverage discounts for personal travel.
• Online training courses for professional growth.
• Employee Assistance Program.
• Jury duty leave, bereavement leave, and additional support programs.