The Guest Services Agent (Night Auditor) is responsible for assisting in the operation of the front desk and guest services ensuring 100% satisfaction from the moment a guest arrives at the hotel until they check out.
Night Auditor duties and responsibilities
The Night Auditor works at the front desk of a hotel during the night 11pm -7am, and they must ensure that the quality and integrity of the establishment are maintained just as diligently as they are during the day. Some of their typical duties include:
Note: We are looking for Friday and Saturday Night from 11pm to 7AM (Overnight Shift) and other shift might be available.
- Strong customer service skills
- Knowledge of safety and security procedures
- Balancing the accounts from day shift
- Managing front desk activity and handling guest check-ins and check-outs
- Ensuring customer satisfaction by scheduling wake-up-calls and other concierge activities according to guest preference
- Handling customer requests and complaints.
- Managing and updating all official documentation pertaining to the role
- Ensuring that all end-of-day activities have been successfully executed by employees in all departments.
- Answering calls and queries related to potential booking.
- Charge all guest and change over the PMS to next day.
- Be reliable and arrive 10 minutes before shift to take over.
- Must be able to handle all activities during their shift.
- Handle cash and credit card transaction.
- Balances and audits for accuracy room revenue, all room and tax charges, cashier’s reports and guest and house accounts, food and beverage revenue and telephone revenue; assists in the preparation of all reports relevant to daily revenues.
- Document all guest requests, complaints or problems immediately and notify designated department/personnel for resolving the situation.
- Resolve guest issues and completing special requests. In the event of dissatisfaction, negotiate compromise in accordance to the “Make it Right” established guidelines.
- Ensure efficient guest registration, checkout, guest service, and telephone service, while ensuring all brand standards are being applied.
- Ability to establish and maintain effective working relationships with associates, customers and patrons.
Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules (including Holidays and weekends) to reflect the business needs of the hotel. In addition, attendance at all scheduled training sessions and meetings is required.
This job description is not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform from time to time.
***Blue Sky Hospitality Solutions/Jin Hospitality LLC is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.**