The Front Desk Agent / Night Auditor is a dual-role position responsible for providing exceptional guest service and supporting the daily operations of the hotel Front Desk. The employee will work a combination of regular Front Desk shifts and overnight Night Audit shifts based on the needs of the hotel.
This position requires flexibility, reliability, attention to detail, and the ability to work independently. The Front Desk Agent / Night Auditor serves as a primary point of contact for guests and is responsible for creating a welcoming experience while maintaining accurate guest accounts, hotel records, and financial transactions.
Front Desk Responsibilities
· Welcome and assist guests in a friendly, professional, and timely manner.
· Perform guest check-ins and check-outs according to hotel and brand standards.
· Verify identification, payment methods, reservations, room rates, and guest information.
· Process cash, credit card, and other approved forms of payment accurately.
· Issue room keys and maintain proper key-control procedures.
· Answer incoming telephone calls and assist with reservations, hotel information, directions, and general inquiries.
· Assist guests with room requests, amenities, transportation information, local recommendations, and other needs.
· Respond to guest concerns and complaints professionally and work toward appropriate resolution.
· Recognize situations requiring management assistance and escalate concerns appropriately.
· Maintain knowledge of room types, rates, packages, promotions, hotel amenities, and services.
· Review arrivals, departures, special requests, VIPs, groups, and other relevant information for the shift.
· Communicate effectively with Housekeeping, Maintenance, Management, and other departments regarding guest and operational needs.
· Monitor room status and availability and report discrepancies to the appropriate department.
· Maintain accurate guest accounts and properly post charges, payments, adjustments, and other transactions.
· Protect guest privacy and confidential hotel information at all times.
· Maintain an organized, clean, and professional Front Desk and lobby area.
· Complete required shift checklists, logs, reports, and pass-down information.
· Provide a complete and accurate shift handoff to the incoming Front Desk team.
Night Audit Responsibilities
When scheduled as Night Auditor, the employee assumes responsibility for overnight Front Desk operations in addition to completing the hotel’s daily financial close.
Responsibilities include:
· Perform all regular Front Desk and guest-service responsibilities throughout the overnight shift.
· Review guest accounts and folios for accuracy prior to completing the Night Audit.
· Verify room rates, payment methods, postings, deposits, adjustments, and other transactions.
· Review and reconcile applicable Front Desk, cash, credit card, and hotel revenue activity.
· Investigate and correct discrepancies within the employee’s authority and document unresolved discrepancies for management.
· Complete the hotel’s Night Audit/end-of-day process accurately and according to established procedures.
· Generate, review, organize, and distribute required Night Audit and daily reports.
· Confirm that required transactions and postings have been completed before rolling the hotel to the next business date.
· Review room status, occupancy, arrivals, departures, no-shows, and other applicable reservation activity.
· Prepare required reports, paperwork, keys, and information for the morning Front Desk and management teams.
· Document overnight guest issues, incidents, maintenance concerns, unusual activity, and unresolved matters.
· Maintain awareness of hotel security and public areas during overnight hours.
· Follow established procedures for emergencies, disturbances, noise complaints, fire alarms, guest lockouts, and other overnight situations.
· Ensure the Front Desk is organized, stocked, and prepared for morning operations.
· Provide a thorough handoff to the incoming morning shift.
General Responsibilities
· Follow all hotel policies, procedures, brand standards, and service expectations.
· Maintain professional appearance and conduct while on duty.
· Report to scheduled shifts on time and prepared to work.
· Maintain reliable attendance and flexibility to work Front Desk and Night Audit shifts as scheduled.
· Maintain accurate cash handling and follow established financial-control procedures.
· Protect hotel assets, guest information, keys, passwords, and other confidential information.
· Complete required training and remain knowledgeable regarding hotel procedures.
· Communicate clearly and professionally with guests, coworkers, supervisors, and management.
· Assist other departments when reasonably necessary to support hotel operations and guest service.
· Immediately report safety hazards, security concerns, significant guest incidents, or suspected policy violations to management.
· Perform other duties reasonably associated with Front Desk and hotel operations as assigned by management.
Qualifications
· Strong guest-service and interpersonal skills.
· Strong attention to detail and ability to identify discrepancies.
· Basic math, accounting, and cash-handling skills.
· Comfortable working with computers, property-management systems, email, and standard office equipment.
· Ability to learn and follow Front Desk and Night Audit procedures.
· Ability to prioritize responsibilities and manage multiple tasks during busy periods.
· Ability to communicate clearly both verbally and in writing.
· Ability to exercise good judgment and resolve routine guest concerns independently.
· Ability to remain calm and professional during emergencies or challenging guest interactions.
· Ability to work independently during overnight shifts with limited direct supervision.
Schedule Requirements
This is a split Front Desk / Night Audit position. Scheduled shifts may include daytime, evening, and overnight hours depending on hotel operational needs.
The employee must be available to work a flexible schedule that may include weekends and holidays. Because the position includes overnight Night Audit responsibilities, the employee must be able to remain awake, alert, and attentive throughout the entire overnight shift.
Physical Requirements
The employee must be able to stand and/or sit for extended periods, regularly use computers and standard office equipment, communicate with guests in person and by telephone, and perform reasonable physical tasks associated with Front Desk operations.
Position Expectations
The Front Desk Agent / Night Auditor is an important part of the hotel’s daily operation. Regardless of whether scheduled for a Front Desk or Night Audit shift, the employee is expected to take ownership of the Front Desk during their assigned shift, provide consistent guest service, maintain accurate records and transactions, communicate important information, and leave the department prepared for the next shift.
Success in this position requires guest service, accuracy, accountability, communication, flexibility, and dependability.
Job Types: Full-time, Part-time, Seasonal
Pay: From $16.00 per hour
Benefits:
Work Location: In person
