Overnight Guest Service Agent

Mountain Modern Sedona•Sedona, AZ

About The Position

The Overnight Guest Service Agent, described in the posting as a Night Auditor, ensures the accuracy and efficiency of hotel financial transactions during the night shift. The role posts and balances charges and settlements, reconciles transactions, maintains financial records, resolves discrepancies, and prepares systems and records for the next day's operations. The agent works with front desk and restaurant teams and provides guest service, including handling reservations, check-ins and check-outs, billing, payments, inquiries, guest requests, and complaints. The position also supports front desk operations, maintains the workstation and lobby, follows hotel and brand standards, and may assist other departments as needed. The role reports to the Front Office Manager/Guest Services Manager and has no direct reports. The position requires regular standing, walking, reaching, handling objects, and communicating, as well as occasional sitting and stooping, kneeling, crouching, or crawling. It requires lifting and moving up to 10 pounds regularly, up to 25 pounds frequently, and up to 50 pounds occasionally; a notice also states that lifting up to 75 pounds may be required. The job operates in a hospitality business that functions 24 hours a day, seven days a week, year-round.

Requirements

Ability to communicate in English.
Self-starting personality with an even disposition.
Maintain a professional appearance and manner.
Ability to communicate effectively with guests.
Willingness to help coworkers and work as part of a team.
Basic mathematical skills and ability to make accurate calculations using a 10-key.
Ability to handle guest and employee concerns in a friendly, positive manner.
Ability to access and accurately enter information in a moderately complex computer system.
Ability to perform the listed physical activities, including standing, walking, reaching, handling objects, and lifting; the posting notes that lifting up to 75 pounds may be required.
Ability to work in a hospitality business operating 24 hours a day, seven days a week, 365 days a year.

Responsibilities

Run audit reports and journals from the front office system, Point of Service, and computer.
Make corrections and adjustments and handle computer problems during the shift.
Post and balance room and restaurant charges, adjustments, and settlements.
Verify and reconcile cash, credit card, check, and other financial transactions.
Maintain accurate financial records, including accounts payable and accounts receivable, and resolve discrepancies promptly.
Assist with next-day operations by resetting systems and maintaining accurate records.
Collaborate with front desk and restaurant teams to support smooth operations.
Provide prompt, accurate guest service and respond to guest inquiries and concerns.
Follow safety and emergency guidelines, policies, and procedures.
Complete front desk duties including reservations, check-ins, check-outs, room upgrades and moves, billing, payments, switchboard operation, delivery of guest requests, safe-deposit box service, and guest follow-up.
Greet guests, listen to requests, provide accurate information about hotel services and local offerings, and follow the L.E.A.R.N. model when addressing complaints.
Complete guest registration, select rooms based on guest needs, code electronic keys, confirm room information, administer hotel marketing programs, and provide welcome materials.
Answer telephone and email inquiries; enter and communicate messages and special guest needs; retrieve and deliver mail, packages, facsimiles, and other requested items.
Monitor guest accounts and room inventory, ensure guest statements are accurate, and assist with checkout payments and charges.
Accept and record vouchers, credit, travelers' checks, and other forms of payment.
Use the OPERA Property Management System and other assigned software, including MGS and GXP.
Complete assigned checklists and shift reports accurately.
Manage lost-and-found operations, including database entry, guest outreach, and shipping items.
Maintain a professional appearance and attitude, follow dress and uniform standards, and maintain a clean, neat, organized workstation and lobby.
Maintain the house bank and operate the cash register accurately.
Provide guests with recommendations about local recreation, services, dining, cultural activities, and attractions.
Follow Crystal Creek Hospitality culture, values, goals, human-resource programs, and Front Desk Team practices, policies, and procedures.
Complete other assigned tasks and assist other departments when needed.
Comply with attendance rules and be available to work regularly.