Night Auditor/Guest Service Agent

Kimpton Hotels & Restaurants•San Francisco, CA

11h•Onsite

About The Position

The Guest Service Agent (Overnight) is responsible for registration and check-out, PBX operations, mail and message service all the while providing outstanding service to our guests along the way. You'll act as an advocate for the hotel, be a creator of ridiculously personal experiences, and develop relationships with guests that will compel them to return.

Requirements

Demonstrated ability to work independently with minimal supervision while managing multiple priorities.
Strong problem-solving and decision-making skills, particularly in situations requiring immediate action or judgment.
Ability to remain calm, professional, and resourceful when responding to guest concerns, emergencies, or unexpected operational challenges.
Strong attention to detail and accuracy when completing financial reconciliations, audit reporting, and documentation.
Understanding of hotel safety, security, and emergency response procedures.
High school diploma or general education degree (GED) required.
Knowledgeable of immediate area, services, attractions, and events.
Flexible schedule, able to work overnights, weekends and holidays.
Work well under pressure, taking care of many arrivals and departures within a short period of time.

Nice To Haves

Previous night audit, accounting, cash handling, or hotel operations experience preferred.
Previous experience in a Front Desk or customer-facing role is helpful!
Familiar with hotel systems and operations, and the ability to enter in information accurately is helpful!

Responsibilities

Complete all nightly audit functions, including balancing daily hotel revenue, reconciling guest accounts, verifying financial transactions, and ensuring the accuracy of hotel records and reports.
Prepare, distribute, and maintain all required night audit reports, ensuring documentation is complete, accurate, and submitted in a timely manner.
Operate independently during overnight hours as the primary hotel representative, exercising sound judgment and self-leadership to address guest concerns, operational issues, and emergency situations.
Monitor the safety and security of guests, team members, and hotel property throughout the overnight shift, responding promptly and appropriately to incidents, disturbances, or suspicious activity.
Make independent operational decisions in accordance with hotel policies and procedures to ensure guest satisfaction, business continuity, and the protection of hotel assets.
Investigate and resolve guest billing discrepancies, room status variances, and other audit exceptions uncovered during the night audit process.
Ensure all hotel systems are rolled over correctly for the next business day and that daily operational and financial reports are completed and distributed to hotel leadership.
Prepare the hotel for the morning shift by ensuring all overnight responsibilities, guest requests, reports, cash handling procedures, and audit tasks have been completed.
Maintain strict confidentiality of guest information, financial records, and hotel operational data.
Serve as the primary point of contact for emergency situations overnight and follow established emergency response procedures while maintaining clear communication with management when required.
Review arrivals noting special requests, blocking rooms as needed.
Check in and out hotel guests in a confident, professional and friendly manner.
Answer all phone calls promptly and knowledgeably, always ensuring complete and accurate information.
Complete all items on appropriate (AM, PM, Overnight) checklist by end of shift.
Conduct pre-assignment of hotel rooms, which includes VIPS, repeat guests, all packages, and any special requests.
Follow established key control policy.
Ensure proper credit policies are followed.
Submit all lost & found articles accompanied by a completed lost & found report.
Familiar with all fire and emergency procedures.
Open, secure, and balance out daily shift bank which involves counting and verifying cash, check, and credit card transactions occurring while on duty.
Verify credit limit report.
Monitor room availability throughout shift.
Review daily the selling status of the hotel using yield management system.
Attend department meeting once a month.
Able to communicate via telephone and/or radio with other departments.