Guest Service Agent / Night Auditor

Stonebridge Hospitality Management•New York, NY

3d•Onsite

About The Position

The Guest Service Agent / Night Auditor supports hotel front office operations by ensuring smooth guest check-in and check-out, maintaining accurate guest records, processing reservations and payments, and providing attentive guest service. The role also performs overnight financial and bookkeeping functions, including the End of Day process, balancing daily work, and checking the accuracy of transaction records. Front Office functions and guest requests are handled from 11:00 p.m. to 7:00 a.m. The position reports to the Guest Services Manager.

Requirements

Previous experience in a hotel front desk or guest service role is preferred.
Strong customer service and communication skills to interact effectively with guests and staff.
Proficiency with property management systems and basic office software such as Word and Excel.
Ability to handle cash transactions and perform basic bookkeeping tasks.
Excellent problem-solving abilities to resolve guest issues efficiently.
Strong organizational skills and attention to detail in managing guest reservations and records.
Ability to work independently and follow established hotel policies and procedures.
Availability for evening, weekend, and holiday shifts; the night-audit duties cover 11:00 p.m. to 7:00 a.m.
Ability to stand and walk for long periods and occasionally lift and carry up to 10 lbs.

Nice To Haves

Previous experience in a hotel front desk or guest service role.

Responsibilities

Greet, register, and assign rooms to arriving guests; verify guest credit and establish payment methods.
Maintain accurate room-availability and guest-account records using property management systems.
Compute guest bills, collect payments, make change, balance cash accounts, and maintain cashiering responsibilities.
Issue room keys and provide necessary instructions to bell attendants.
Review accounts and charges with guests during check-out and post room, food, beverage, and service charges to ledgers.
Transmit and receive guest messages using telephones or switchboards.
Coordinate with housekeeping and maintenance to address guest-reported issues.
Make and confirm guest reservations and answer inquiries about hotel services and nearby dining, shopping, and entertainment.
Initiate and complete the End of Day process, run required Food and Beverage audit reports, complete the daily Night Audit checklist, and balance the day’s work.
Maintain Front Office computer system operation and perform Front Office functions and handle guest requests between 11:00 p.m. and 7:00 a.m.
Follow safety, emergency, security, and hotel operating procedures; maintain proper records such as log books and remain familiar with policies and house rules.
Prepare initial direct bills daily, attach folio and banquet-check backup, and place the bills on the Property Accountant’s desk.
Maintain radio contact with other employees during the shift.
Ensure employees are attentive, friendly, helpful, and courteous to guests, managers, and fellow employees.
Prepare and distribute the Daily Flash Report.
Maintain regular attendance, punctuality, prescribed work and break periods, and standards of personal appearance and grooming.
Perform other duties as requested by the supervisor.