Guest Service Representative - Night Auditor

LivSmart Studios•Pensacola, FL

25d•Onsite

About The Position

LivSmart Studios by Hilton is hiring Night Auditors to join their founding team for the pre-opening of their new location in June 2026. This role is crucial for providing excellent guest service in a courteous and professional manner, adhering to LBA standards, and executing selling strategies to enhance hotel revenue. The Night Auditor is responsible for the total front office operations, acting as the Manager on Duty during late evening and early morning hours, responding to guest requests, and maintaining communication with management staff.

Requirements

Honesty and trustworthiness are essential.
Must pass appropriate security clearances.
High school diploma or equivalent.
Must be able to perform major life activities: Standing, lifting, bending, learning, reading, concentrating, thinking, and communicating.
Must be able to push or pull 60 pounds unassisted and lift and/or carry 30 pounds unassisted.
Must be able to stand for eight hours, bend, stretch, reach.
Must be able to see and hear.
Must be able to communicate with other associates and/or guests.
Knowledge of Manager on Duty functions.
Knowledge of cash and credit card handling, balancing charges.
Knowledge of safety and security measures.
Knowledge of the entire property, staff, services, hours of operation, type of rooms, locations, rates, discounts.
Knowledge of Frequent Stay Program.
Knowledge of reservations procedures including cancellations and “walking” guests.
Knowledge of phone etiquette and answering procedures.
Knowledge of area shopping, dining, entertainment, and travel directions.
Knowledge of daily hotel operations, check daily events, bulletin boards and be up to date on changes, new procedures and events.
Computer literate to thoroughly operate property management system: post charges, compute bills, collect payment and make change.
Proficient in written and verbal English.
Problem solving and conflict resolution skills.
Ability to multi-task, remain associate and guest service centric.
Ability to communicate with guests and co-workers, receiving and transmitting mail, phone and written messages and relay pertinent information using communication log books.
Ability to assist with guest issues with professionalism, maintaining a hospitable attitude.
Able to work unsupervised and be productive at all times, even overnight.
Must be able to work a night shift schedule.

Nice To Haves

Prior experience in accounting, sales, telesales, service or guest relations type of industry preferred.

Responsibilities

Provide excellent guest service in an efficient, courteous, and professional manner.
Follow LBA standards of friendly hospitality while adhering to guidelines and procedures.
Execute selling strategies to enhance hotel revenue.
Manage total front office operations.
Act as Manager on Duty.
Respond immediately to guest requests.
Represent the hotel in the late evening and early morning hours.
Maintain thorough communication with management staff.
Greet and register guests, provide room assignments, maintain guest privacy, and accommodate special requests.
Promote and sell services/amenities of the hotel.
Promote repeat business by offering to take future reservations and providing recommendations.
Be aware of potential sales leads and contacts through guest interaction.
Report information to the appropriate individual.
Keep housekeeping and other departments informed of any special requests, late check-outs, and special needs areas.
Check all credit cards for validity before the end of the shift.
Learn and utilize the Property Management System (PMS).
Ensure all cash, check, and miscellaneous departments are in balance at shift's end.
Help maintain a clean and professional lobby and dining area.
Have a thorough working knowledge of emergency procedures.
Practice safety standards at all times and be alert to hazardous conditions.
Report or correct any hazardous conditions immediately.
Report any unusual occurrences or requests to the manager.
Maintain stock/cleanliness of the Market area if applicable.
Maintain certification from a responsible vendor training if alcohol is served.
Follow approved laundry procedures, ensure understanding of operation of washers and dryers.
Assist with folding linen according to proper standards.
Assist in other departments such as laundry, housekeeping, or food and beverage as needed.