Job Title: Guest Service Agent - Night Auditor

Reports to: Front Office Manager

Job Purpose:

As the Guest Service Agent - Night Auditor, you will be responsible for providing high-quality customer service, checking guests in and out, and auditing daily financial transactions for our hotel’s night shift. You will ensure all transactions are accurate, complete, and in compliance with hotel policies and procedures.

Key Responsibilities:

• Greet guests upon arrival, check them in, and provide key cards or other room access
• Register guests and assign rooms, accommodating special requests whenever possible
• Verify each guest's credit card, check id and contact information by requesting and documenting photo identification
• Reconcile and post daily room rates, guest charges, and payments in the property management system (PMS)
• Run end-of-day reports and transmit credit card batches
• Review and reconcile discrepancies to ensure accurate accounting records while following appropriate financial policies and procedures
• Respond to guest queries, complaints and requests in a timely, friendly, and efficient manner
• Perform check-in and check-out procedures accurately and efficiently
• Assist in other front office duties as needed, such as answering phones, making reservations, and responding to emails
• Maintain confidentiality of guests' information and records
• Conduct safety and security checks throughout the property to ensure guest safety
• Report any maintenance or repair issues to the appropriate department

Requirements:

• High school diploma or equivalent required; additional education or hospitality experience a plus
• Previous experience in a hospitality or front office setting
• Excellent customer service and interpersonal skills
• Attention to detail and accuracy in handling financial transactions
• Strong communication skills in English, both written and oral
• Solid computer skills including Microsoft Office, particularly Excel
• Knowledge of property management systems (PMS) is preferred
• Ability to work overnight shifts, weekends, and holidays if required
• Able to multi-task, prioritize and manage time effectively

The Guest Service Agent - Night Auditor is an essential position in our hotel's front office. Your thoroughness and attention to detail help ensure the best experience for our guests. You will play a critical role in the smooth operation of our hotel, ensuring guests feel welcome and have a positive experience.