Overnight Front Desk Agent
About The Position
The Overnight Front Desk Agent welcomes and assists hotel guests, manages check-in and check-out, reservations, payments, and guest requests, and provides information about hotel services, amenities, and the local area. The role coordinates with housekeeping, other hotel departments, and outside vendors to arrange services and resolve guest needs, including VIP arrivals and special requests. The agent maintains knowledge of hotel rooms, rates, facilities, restaurants, promotions, events, and operating procedures; supports guest satisfaction and handles complaints; and maintains accurate guest notes, bookings, and payment records. The position also performs overnight front-office accounting, auditing, cash and credit reconciliation, room-charge posting, and preparation of daily financial summaries. Other duties include maintaining an organized work area, handling calls and messages, assisting with guest mail and faxes, monitoring lobby cleanliness, and following safety, security, confidentiality, and grooming standards.
Requirements
- High school diploma or equivalent.
- At least one year of experience in a guest-service position at a luxury hospitality property.
- Ability to communicate pleasantly in English with proper grammar and provide legible written communication.
- Ability to perform basic mathematical calculations.
- Proficiency with Microsoft Office Suite or related software and ability to input and access computer data.
- Good knowledge of hotel property-management systems, hotel services and amenities, and local services and points of interest.
- Excellent guest-service skills and a passion for hospitality.
- Excellent telephone etiquette.
- Ability to remain calm and courteous while focusing on guest needs, including under pressure.
- Ability to think clearly and quickly, maintain concentration, and make concise decisions.
- Ability to prioritize, organize, follow up, and attend to details.
- Ability to maintain confidentiality of guest and hotel information and ensure security of guest-room access.
- Ability to perform job functions with minimal supervision and work cohesively with other departments and coworkers.
- Ability to enforce hotel standards, policies, and procedures with Bell and Valet staff.
- Availability to work holidays, weekends, and periods of high demand.
- Ability to exert physical effort when assisting with amenities or transporting items.
Nice To Haves
- College education or training in the hospitality industry.
- Certification or previous training in guest relations, liquor, wine, and food service.
- Previous luxury guest-service training.
- Previous administrative and accounting experience.
- Fluency in a second language.
- Valid driver’s license and good driving record.
- Ability to remain stationary at the assigned post for extended periods and move continuously throughout front-office areas.
- Ability to use hands to handle, control, or feel objects, tools, or controls.
- Ability to grasp, lift and/or carry, push, pull, or otherwise move goods weighing up to 30 pounds on a continuous schedule.
- Ability to work the overnight shift.
Responsibilities
- Welcome arriving guests, assign rooms, and perform check-in and check-out tasks.
- Manage online and telephone reservations; assist guests with room reservations and provide information about rooms, rates, services, and amenities.
- Anticipate guest needs, coordinate special arrangements and services, follow up on requests, and handle complaints according to hotel procedures.
- Meet and assist VIP guests, inspect designated VIP rooms, explain hotel services and room amenities, and coordinate delivery of amenities.
- Maintain current knowledge of hotel facilities, operating hours, room types, rates, promotions, restaurant concepts, daily arrivals and departures, group activities, and local events and attractions.
- Coordinate with housekeeping to ensure rooms are ready and properly furnished for guests.
- Upsell room types, amenities, and services when appropriate.
- Collect payments, make change, verify credit card information, maintain booking and payment records, and safeguard the assigned bank and departmental keys or communication equipment.
- Review front-office accounting records; track room revenue, occupancy, and operating statistics; post room charges and taxes; perform end-of-day bookkeeping, auditing, and reconciliation; and prepare daily financial summaries.
- Review shift status with the supervisor or departing Guest Ambassador and communicate guest or shift matters to management for follow-up.
- Use the hotel computer system and maintain guest notes, resource materials, and other records accurately.
- Set up and maintain the workstation, lobby, and work areas; submit requisitions for supplies and work orders for maintenance needs.
- Answer department telephone calls promptly using proper etiquette; take and relay messages accurately; monitor, send, and distribute guest faxes and mail.
- Arrange guest services through hotel personnel and vendors, including transportation, reservations, laundry, business services, tickets, tours, medical services, and other requests.
- Provide local directions and maps; assist with lost luggage, retail purchases, room and hotel tours, and other guest needs.
- Follow hotel policies, safety and emergency procedures, security requirements, and confidentiality standards; report accidents, injuries, and unsafe conditions.
- Maintain a courteous, attentive, and professional manner and proper uniform and grooming.
- Assist Switchboard, Bell, Valet, and Reservations staff as assigned, and perform other duties assigned by the supervisor.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
