Night Audit/Guest Service Agent - Overnight

Kimpton Hotels & Restaurants•Milwaukee, WI

About The Position

The Night Audit/Guest Service Agent (Overnight) handles guest registration and checkout, PBX operations, and mail and message services while providing outstanding guest service. The role advocates for the hotel, creates highly personal guest experiences, and builds relationships that encourage guests to return. The position also includes overnight front-desk and operational duties, such as reviewing arrivals and special requests, assigning rooms, handling guest calls, completing shift checklists, following key and credit policies, processing and balancing shift transactions, monitoring room availability, and reviewing the hotel's selling status. The role requires communication with other departments and familiarity with emergency procedures.

Requirements

High school diploma or GED required.
Flexible schedule and ability to work overnight, weekends, and holidays.
Ability to work well under pressure while handling many arrivals and departures within a short period.
Knowledge of the immediate area, services, attractions, and events.

Nice To Haves

Previous experience in a front desk or customer-facing role is helpful.
Familiarity with hotel systems and operations, and the ability to enter information accurately, is helpful.

Responsibilities

Review arrivals for special requests and block rooms as needed.
Check hotel guests in and out in a confident, professional, and friendly manner.
Answer phone calls promptly and knowledgeably, providing complete and accurate information.
Complete the appropriate AM, PM, or overnight checklist by the end of the shift.
Pre-assign hotel rooms, including rooms for VIPs, repeat guests, package guests, and guests with special requests.
Follow the established key control policy.
Ensure proper credit policies are followed.
Submit lost-and-found articles with a completed lost-and-found report.
Become familiar with fire and emergency procedures.
Open, secure, and balance the daily shift bank by counting and verifying cash, check, and credit-card transactions occurring while on duty.
Verify the credit limit report.
Monitor room availability throughout the shift.
Review the hotel's daily selling status using the yield management system.
Attend a department meeting once a month.
Communicate with other departments by telephone and/or radio.
Provide registration, checkout, PBX, mail, and message services while delivering outstanding guest service and creating personal guest experiences.