Night Auditor / Guest Service Representative

Role Overview

The Night Auditor/Guest Service Representative oversees front desk operations during overnight hours, provides exceptional guest service, and completes the nightly audit according to Hilton and A&R standards. This position also supports breakfast setup and assists other departments as needed.

Key Responsibilities

• Greet, check in, and check out guests with professionalism and efficiency
• Provide excellent customer service, answer phone calls, and assist with guest inquiries
• Make same-day and future reservations; block rooms based on guest needs and availability
• Pre-register group arrivals, prepare key packets, and organize arrival materials
• Register guests, verify payment methods, and ensure accurate documentation
• Enter credit card and ID information securely into the property management system
• Anticipate guest needs and respond promptly and courteously
• Address and resolve guest complaints to ensure satisfaction
• Document guest requests and communicate follow-up needs to appropriate departments
• Complete nightly audit tasks according to brand and company standards
• Prepare and submit required nightly reports to corporate staff
• Assist with breakfast setup during early morning hours
• Support other departments as needed, including Housekeeping, Laundry, and events
• Maintain cleanliness of the front desk and back office areas
• Handle Lost & Found items according to policy
• Protect confidentiality of company information and guest data
• Uphold all Hilton brand standards, A&R policies, and safety procedures
• Serve as a Brand Ambassador for A&R Group’s culture, mission, and values
• Perform other duties as assigned

Qualifications

• Previous hospitality experience preferred but not required
• Intermediate computer proficiency, including Microsoft Office
• Must be available to work overnight shifts, including weekends and holidays as needed
• High energy, self-motivated, and able to work independently
• Strong customer-service and communication skills
• Ability to work in a fast-paced, high-pressure environment
• Strong problem-solving skills and ability to manage multiple priorities
• Dependable, adaptable, and results-driven
• Passion for delivering exceptional guest service
• Ability to stand, walk, bend, and move throughout the hotel for extended periods
• Ability to lift up to 25 lbs. and perform repetitive arm and hand movements
• Professional, ethical, and a strong team player
• Quick learner with strong attention to detail