Overnight Guest Service Agent, Stonebridge Inn

CoralTree Residences Snowmass • Snowmass Village, CO

4d • $21 - $23

About The Position

The Overnight Guest Service Agent ensures smooth hotel operations during overnight hours by performing front desk duties, managing guest relations, and conducting nightly financial reconciliations. The role provides attentive service to guests, handles front desk transactions and records, and serves as the primary overnight point of contact for guest needs and urgent operational matters. It also receives and dispatches after-hours requests for designated sister properties, tracks follow-up, escalates issues as needed, and prepares a clear handoff for the next team. The agent completes overnight checklists and reports, prepares the front desk for the next day, supports administrative and concierge functions, and monitors front desk and public areas for safety and maintenance concerns.

Requirements

• Strong verbal and written communication skills, including legible and grammatically correct writing.
• Ability to handle multiple tasks while maintaining accuracy and attention to detail.
• Passion for serving others and creating exceptional guest experiences.
• Willingness to adapt to a demanding schedule with varying workdays and hours.
• 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 is preferred.

Responsibilities

• Greet and welcome guests and provide attentive overnight service.
• Assist guests with check-in and check-out, registration, payments, credit verification, special requests, and accurate guest information.
• Maintain accurate room availability, key control, guest accounts, and front desk records.
• Process guest transactions accurately and follow 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 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 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, and unresolved requests to the appropriate manager or on-call leader.
• Prepare an overnight handoff for Stonebridge Inn and supported sister properties, identifying open items, actions taken, and follow-up ownership.
• 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 administrative work, 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.
• Lift and carry packages, boxes, and other items as necessary.

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, friends, and family immediately upon hire.
• Full-time employees receive five complimentary nights per year after six months of employment.
• Paid time off and paid sick leave.
• Eligible employees age 18 and older can register for a 401(k) with Fidelity after three months of employment; the plan has a company match and no vesting schedule.
• Colorado Family and Medical Leave Insurance Program (FAMLI).

What This Job Offers

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