Overnight Guest Experience & Night Audit Agent

O'Reilly Hospitality Management • Belgrade, MT

1d • Onsite

About The Position

This role is for an Overnight Guest Experience & Night Audit Agent at the Hampton Inn & Suites Bozeman Yellowstone Int'l Airport, managed by O’Reilly Hospitality Management, LLC (OHM). OHM is a growing company focused on sustainability, health & wellness, community involvement, and philanthropic outreach. They are committed to empowering their team members and seek supportive, collaborative, and detailed-oriented individuals. This position requires availability for overnight shifts, including weekends and holidays, and the ability to work independently while remaining attentive and responsive.

Requirements

• High school diploma or GED is preferred.
• Previous hotel, front desk, guest service, cash-handling, or Night Audit experience preferred.
• 2+ years of hospitality customer service experience is preferred but not required.
• Must be available to work overnight shifts, including weekends and holidays.
• Must be available to work independently during overnight hours and remain attentive and responsive throughout the shift.
• Strong leadership, management, organizational and communication skills.
• The ability to spot and resolve problems efficiently.
• Excellent verbal and written communication skills.
• The ability to deliver results.
• The ability to work well with, as well as motivate, a variety of personality types and maintain tact and diplomacy throughout all interactions.
• The ability to multitask and prioritize.
• Experience with relevant brand-specific PMS.
• Computer skills to include Microsoft Word, Microsoft Excel, etc.

Responsibilities

• Provides warm, welcoming, and professional guest service throughout the overnight shift, creating exceptional guest experiences in accordance with OHM and brand standards.
• Serves as a primary point of contact for overnight guests, assisting with check-in, check-out, reservations, room assignments, guest requests, and general hotel information.
• Responds promptly and professionally to guests’ questions, concerns, and service issues, taking appropriate action to resolve or escalate concerns as needed.
• Performs the nightly audit and accurately balances and reconciles hotel financial transactions, including room charges, payments, adjustments, and other applicable revenue.
• Audits daily room rates, charges, postings, guest accounts, and financial transactions to identify and correct discrepancies.
• Processes cash and credit card transactions, balances cash drawers, maintains appropriate cash controls, and prepares deposits in accordance with company procedures.
• Prepares, reviews, and distributes required daily audit, financial, operational, and management reports.
• Completes all required Night Audit procedures and ensures the hotel’s systems and records are accurately closed and prepared for the next business day.
• Maintains accurate guest accounts, billing records, reservations, and other front office documentation.
• Monitors property activity during overnight hours and follows the established safety, security, emergency, and incident-reporting procedures to help maintain a safe environment for guests and team members.
• Maintains awareness of hotel occupancy, arrivals, departures, room status, special requests, events, and other information necessary to effectively support overnight operations.
• Receives and properly processes guest wake-up call requests and other overnight guest service needs.
• Maintains the front desk, lobby, and surrounding guest areas in a clean, organized, and welcoming condition.
• Communicates important guest information, maintenance concerns, incidents, discrepancies, and outstanding issues to the appropriate team members and leadership.
• Prepares the Front Office for the morning shift by completing required reports, organizing materials, resetting systems, and ensuring a smooth transition to daytime operations.
• Serves as a Guest Service Representative and provides appropriate supervisor on duty support during overnight hours, within the scope of the position and established hotel procedures.
• Protects the confidentiality and security of guest, team member, financial, and company information.
• Follows all OHM policies, procedures, safety requirements, and applicable hotel and brand standards.
• Attends and actively participates in required team member meetings, training, and cross-training programs.
• Reports to work as scheduled, on time, and in appropriate uniform and professional appearance in accordance with company policy.
• Works cooperatively with team members and other departments to support seamless hotel operations and exceptional guest service.
• Performs other duties as assigned by hotel leadership.
• Embraces O’Reach, Green Team, OXH Experience, Guest Service, Team Member Satisfaction, Health & Wellness, and Safety culture.

Benefits

• 401(k) & Roth 401(k) with company match – full-time and part-time Team Members are eligible!
• Health, Dental, Vision & Life Insurance
• Paid Time Off, including Paid Parental Leave
• Growth Potential and Career Advancement
• Hotel/Restaurant Travel Perks & Discounts!
• Earned wage access through DailyPay on day one!

What This Job Offers

• Career Level: Entry Level
• Education Level: High school or GED