Overnight Guest Service Agent, Stonebridge Inn

CoralTree Hospitality • Snowmass Village, CO

3d

About The Position

The Overnight Guest Service Agent supports the smooth operation of Stonebridge Inn during overnight hours. The role performs front desk and guest-relations duties, handles guest transactions and records, and completes nightly financial reconciliations. The agent also serves as the overnight contact for guest needs and after-hours requests from designated sister properties, dispatching and tracking requests and ensuring open matters are clearly handed off to the next shift. The position requires strong customer service, attention to detail, sound communication, and the ability to manage multiple tasks accurately.

Requirements

• Willingness to adapt to a demanding schedule with varying workdays and hours.
• Strong verbal and written communication skills, including legible and grammatically correct writing.
• Ability to handle multiple tasks while maintaining accuracy and detail-oriented service.
• Ability to lift and carry packages, boxes, and other items as necessary.

Nice To Haves

• Previous experience providing service to others and helping create authentic travel experiences.

Responsibilities

• Greet and welcome guests and provide attentive overnight service.
• Assist guests with check-in and check-out, registration, payment, credit verification, special requests, and accurate guest information.
• Maintain accurate room availability, key control, guest accounts, and front desk records.
• Complete guest transactions accurately and follow established procedures for charges, payments, refunds, checks, and cash handling.
• Answer and route incoming calls and communicate professionally by phone, email, and written correspondence.
• Serve as the primary overnight point of contact for guest needs, concerns, and urgent operational matters.
• Receive after-hours on-call requests for designated sister properties and gather complete, accurate information.
• Document after-hours requests, including the property, guest or caller, issue, actions taken, responsible party, status, and required follow-up.
• Dispatch requests to the appropriate on-call team member, department, vendor, or emergency resource according to established procedures.
• Follow up on dispatched requests to confirm receipt, completion, guest communication, and any unresolved next steps.
• Escalate emergencies, safety concerns, guest-impacting issues, or unresolved requests to the appropriate manager or on-call leader.
• Prepare a clear overnight handoff for Stonebridge Inn and supported sister properties, identifying open items, actions taken, and ownership of follow-up.
• Complete and submit the overnight checklist and required reports to the Front Office Manager.
• Organize and prepare the front desk for the next day’s arrivals, departures, and operational priorities.
• Complete assigned administrative work accurately, including data entry, report preparation, record maintenance, filing, and other front office support.
• Coordinate guest needs with relevant departments and arrange bell or transportation services as needed.
• Perform PBX and concierge responsibilities as needed and remain knowledgeable about property amenities, events, and the local area.
• Address guest concerns professionally, resolve matters within authority, and escalate when management assistance is required.
• Monitor the front desk and public areas, report safety or maintenance issues promptly, and follow emergency and security procedures.
• Maintain front desk supplies and keep front desk and team member areas clean, organized, and ready for service.
• Handle company property, guest information, keys, records, and equipment responsibly and confidentially.
• Communicate relevant overnight information to the Front Office team and other affected departments.

Benefits

• Health insurance with four plans available, including two Health Savings Account-eligible plans.
• Dental, vision, life, and disability insurance.
• Employee Assistance Program.
• Room discounts for team members and their friends and family immediately upon hire.
• Five complimentary nights per year for full-time employees after six months of employment.
• Paid time off and paid sick leave.
• Eligible employees aged 18 and older may register for a 401(k) with Fidelity after three months of employment; the plan includes a company match and no vesting schedule.
• Colorado Family and Medical Leave Insurance Program (FAMLI).

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed