Overnight Front Desk Agent (Part Time)

AccorHotel • Boston, MA

11d • $29 - $32

About The Position

The Overnight Front Desk Agent welcomes and registers guests, presents statements, and collects payment from departing guests. The agent selects and blocks rooms for arriving guests, books same-day reservations, pre-registers guests when required, and may escort guests to their rooms. They coordinate with housekeeping, maintenance, guest services, and guest services agents to fulfill guest requests and ensure the smooth handling of luggage at check-in and check-out.

The role includes checking guests in and out according to Raffles standards; responding to guest inquiries by phone, email, or text; handling transactions, refunds, petty cash, receipts, currency exchange, and the shift bank float; monitoring queue rooms, open folios, VIPs, and special requests; and assisting with the morning report and overnight audit. The agent also uses the Alice platform to review guest itineraries, communicates with hotel staff by radio, offers room upgrades when appropriate, and maintains the front desk and lobby to Raffles standards.

The agent is expected to provide attentive, courteous, professional, and intuitive service; maintain confidentiality and high standards of personal appearance; attend meetings and training; keep regular scheduled attendance; show initiative in anticipating guest and operational needs; and cross-train in other hotel-related areas. The position requires flexible hours, including overnight shifts, weekends, and holidays, and the ability to stand throughout the shift and move objects weighing up to 20 pounds occasionally and up to 10 pounds frequently or constantly.

Requirements

• High school diploma or equivalent.
• Ability to focus on guest needs and remain calm and courteous at all times.
• Ability to handle multiple tasks in an intense, changing environment.
• Ability to use computer programs, including Microsoft Office Suite.
• Ability to communicate effectively, verbally and in writing, with employees and guests at all levels.
• Ability to stand throughout the entire shift.
• Ability to exert up to 20 pounds of force occasionally and/or up to 10 pounds frequently or constantly to lift, carry, push, pull, or otherwise move objects.
• Flexible availability, including overnight shifts, weekends, and holidays.

Nice To Haves

• One to two years of experience in a luxury hotel environment.
• Previous experience with OPERA.

Responsibilities

• Welcome and register guests, present statements, and collect payment from departing guests.
• Select and block rooms for arriving guests, book same-day reservations, pre-register guests as required, and sometimes escort guests to their rooms.
• Coordinate with housekeeping, maintenance, and guest services to fulfill guest requests.
• Coordinate the handling of guest luggage at check-in and check-out with guest services agents.
• Monitor Queue Rooms throughout the day.
• Address guest issues as they arise and report them to the manager.
• Monitor and resolve open folios daily.
• Check guests in and out according to Raffles standards.
• Assist with inquiries by phone, email, or text message.
• Manage transactions, collect guest payments, process refunds and petty cash, and produce receipts.
• Maintain and balance the bank float each shift.
• Process currency exchanges as requested.
• Direct and walk guests to destinations within the hotel.
• Use Alice to review guest itineraries.
• Operate radios efficiently and professionally, using proper radio etiquette.
• Monitor VIPs and special guest requests.
• Complete the daily front desk agent checklist.
• Follow applicable corporate-sponsored and luxury program standards and procedures.
• Attend departmental meetings and training.
• Maintain regular attendance according to schedule and maintain proper uniform, appearance, and grooming.
• Maintain the appearance of the lobby and front desk area according to Raffles standards.
• Identify problem areas, maximize productivity, and assist with implementing solutions.
• Cross-train in other hotel-related areas and maintain confidentiality of information.
• Show initiative by anticipating guest or operational needs.
• Offer room upsells when appropriate.
• Assist with crafting the morning report and with the overnight audit and reporting.
• Perform other duties as requested by management.

Benefits

• Personalized development opportunities across Accor's extensive brand portfolio.
• Opportunity to make a difference through Corporate Social Responsibility activities.

What This Job Offers

• Job Type: Part-time
• Education Level: High school or GED