Night Auditor

About the role

The Residence Inn by Marriott St. Louis O’Fallon is seeking a Full-Time Hotel Night Auditor, Overnight Guest Service Agent, Full-Time Overnight Front Desk Clerk, or Full-Time Overnight Front Office Agent.

Responsibilities

• Assisting guests with the check-in and check-out process efficiently to ensure a smooth, welcoming experience.
• Handling room reservations, cancellations, and modifications accurately while maintaining up-to-date records.
• Responding promptly and professionally to guest inquiries, complaints, and special requests, aiming to exceed guest expectations.
• Handling payment transactions, including room charges, deposits, and refunds, while ensuring accuracy and compliance with hotel policies.
• Cooking with other hotel departments, such as housekeeping and maintenance, to address guest needs and resolve issues promptly.
• Providing information on hotel services, amenities, local attractions, and transportation options to help guests plan.
• Resolving guest concerns or complaints effectively, escalating issues when necessary to maintain satisfaction.
• Maintaining accurate and organized records of guest stays, payments, and interactions in the hotel’s property management system (PMS).
• Upselling rooms and promoting hotel amenities, such as dining options or event spaces, to enhance the guest experience.
• Ensuring security by following 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 are essential.
• Familiarity with using computers and software systems, especially reservation or property management systems (PMS).
• Strong verbal and written communication skills are necessary for interacting with guests and team members professionally and clearly.
• Experience handling guest complaints or resolving conflicts in a calm and effective manner is a valuable asset.
• Previous roles that required managing multiple tasks, such as answering phones, handling reservations, and assisting guests simultaneously, prepare candidates for the demands of the job.
• Familiarity with front desk operations, check-in/check-out procedures, or reservation systems is a plus.

Qualifications

• A high school diploma or equivalent is required.

Skills

• Customer service skills
• Computer literacy
• Verbal and written communication skills
• Problem-solving abilities
• Time management

Benefits

• Comprehensive benefits package including medical, dental, and vision insurance.
• Financial perks such as a 401(k) with company match, SAME DAY PAY, and flexible spending accounts.
• Time off including vacation, personal days, and holiday pay.
• Exclusive discounts on hotel, food, and beverage savings for personal travel.
• Professional growth opportunities through online training courses.
• Additional support including an Employee Assistance Program, jury duty leave, bereavement leave, and more.

Pay

Competitive wages are offered based on experience and qualifications.

Schedule

The position requires working evenings, weekends, and holidays.

Contact

To apply for this position, please click the apply button provided.