Overnight Front Desk Associate

Uniland Development Company • Buffalo, NY

37d • $17 - $18 • Onsite

About The Position

The Overnight Front Desk Associate is responsible for delivering courteous, professional guest service during overnight hours while completing nightly audit and end-of-day accounting functions for hotel operations. This position balances guest accounts, reconciles daily transactions, posts charges and payments accurately, prepares required financial and operational reports, and helps maintain a safe, secure, and guest-ready environment overnight. The role supports front desk operations and must adapt to brand and property-specific service standards, amenities, and overnight operating needs.

Requirements

• High school diploma or equivalent preferred.
• 1–2 years of hotel front desk, guest service, night audit, or related hospitality experience preferred.
• Previous experience with cash handling, balancing transactions, and payment reconciliation preferred.
• Prior experience completing end-of-day reporting, audit procedures, or financial reconciliation tasks in a hotel or similar environment preferred.
• Experience using a hotel PMS and standard office software preferred.
• Valid driver’s license with a clean driving record preferred (Embassy Suites Buffalo).
• Strong customer service orientation and ability to communicate professionally with guests, vendors, and team members during overnight operations.
• Ability to perform mathematical calculations accurately and reconcile financial data, including cash, credit card transactions, folios, and daily postings.
• Knowledge of cash handling procedures, balancing a cash drawer, payment reconciliation, and identifying transaction discrepancies.
• Ability to complete nightly audit functions, including reviewing system reports, balancing transactions, posting adjustments, and processing end-of-day rollover procedures.
• Strong attention to detail with the ability to identify, investigate, document, and resolve discrepancies in guest accounts or financial reports.
• Understanding of credit card processing, authorizations, settlements, and payment exception handling.
• Ability to follow established procedures for guest payments, adjustments, rate corrections, account corrections, and financial documentation.
• Ability to handle confidential guest and financial information with integrity and discretion.
• Strong verbal and written communication skills and the ability to read, write, listen, and communicate effectively in English.
• Strong organization and time-management skills with the ability to work independently, prioritize tasks, and manage overnight responsibilities with limited supervision.
• Ability to access, input, retrieve, and verify information accurately using computer based systems.
• Ability to recognize and respond appropriately to emergency, security, and guest service situations during overnight hours.
• Ability to work in a 7-day per week, 24-hour per day business environment, including overnight shifts, weekends, and holidays as scheduled.
• Ability to stand for the duration of the shift at the front desk, with periodic walking throughout the lobby and back-office areas (typically 8-hour shifts).
• Frequent walking; occasional bending, stooping, and reaching to assist guests, access supplies, and perform lobby and front desk area walk-throughs.
• Ability to read and verify identification, reservations, and folios; process payments and complete accurate data entry.
• Frequent speaking and active listening with guests and team members, including in-person and phone communication.
• Frequent use of hands and fingers to operate a computer, credit card terminal, key card encoder, and multi-line phone system.
• Frequent reaching and grasping (e.g., handling documents, key packets, supplies, and guest items at the front desk).
• Ability to lift, push, or pull items up to 30 lbs (e.g., moving boxes of supplies, repositioning small lobby items, or assisting with guest luggage when needed).
• Frequent close vision and screen time for extended periods while using property management systems and other office equipment.

Responsibilities

• Provide friendly, professional guest service at all times during overnight hours, including greeting guests, responding to requests, and resolving concerns using sound judgment.
• Check guests in and out efficiently, ensuring an accurate and smooth arrival and departure experience for late arrivals, early departures, and walk-in guests as applicable.
• Input, update, and retrieve reservation and guest account information in hotel systems, including rates, room types, payment methods, and guest preferences.
• Assign rooms based on guest needs, hotel availability, and property procedures, and issue or reissue room keys as needed.
• Explain hotel services, amenities, parking, market or food offerings, and loyalty program information in accordance with Hilton brand standards.
• Complete all nightly audit functions, including reviewing, balancing, and posting room, tax, cash, credit card, and other guest and house account transactions.
• Reconcile daily revenue activity for guest rooms and other hotel outlets or services.
• Verify accuracy of charges, authorizations, settlements, room rates, market or outlet postings, paid-outs, and cash handling activity; identify, research, and correct discrepancies when possible.
• Prepare, print, distribute, or electronically submit required daily, financial, and operational reports for management and other departments.
• Complete end-of-day and system rollover procedures accurately and on time to ensure business date changes are processed correctly.
• Answer and route phone calls, monitor email or front desk communications, and document guest issues, service requests, and audit exceptions appropriately.
• Coordinate with housekeeping, maintenance, and management to communicate room status issues, guest concerns, maintenance needs, and items requiring follow-up.
• Maintain a clean, organized, and guest-ready front desk, lobby, and applicable refreshment or market areas during the overnight shift.
• Monitor hotel activity overnight to support safety, security, and compliance with hotel procedures, including responding appropriately to emergencies, disturbances, or suspicious activity.
• Support other departments during downtime as assigned, including light cleaning or operational tasks.
• Attempt to communicate with guests in the guest’s native language when possible and appropriate.
• Support valet operations as needed (Embassy Suites Buffalo).
• Report maintenance deficiencies, safety hazards, accidents, or injuries promptly to management.
• Follow all safety procedures and be able to recognize and respond appropriately in emergency situations.
• Follow Personal Protective Equipment (PPE) requirements and report defective, damaged, or missing PPE to management.
• Maintain a clean, professional uniform and appearance in accordance with hotel standards.
• Promote a hospitable, guest-focused service environment.
• Perform other duties as assigned.

What This Job Offers

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