Guest Service Agent - Night Shift

POSITION SUMMARY

Process all guest arrivals and departures during the night shift, verifying guest identity, form of payment, assigning rooms, and issuing room keys. Maintain accurate guest accounts according to individual requirements and ensure rates, market codes, and billing arrangements are properly recorded. Secure payment authorization, verify billing instructions, and respond promptly to guest inquiries, requests, and concerns. Coordinate with appropriate departments to ensure guest requests are fulfilled and service standards are maintained throughout the overnight shift.

Perform and support end-of-day Front Office procedures, including reviewing guest accounts, processing all payment types, vouchers, paid-outs, and charges, and completing cashier reconciliation and closing reports. Assist with night audit activities by verifying room revenue postings, balancing transactions, identifying discrepancies, and preparing required operational and financial reports. Follow all accounting, cash-handling, and credit procedures, ensuring accuracy and compliance with company standards.

Supervise Front Office overnight operations and provide guidance and support to team members during the shift. Monitor service delivery, ensure adherence to brand standards and departmental procedures, and communicate operational issues, guest concerns, and follow-up actions to the Night Manager and morning leadership team. Coordinate closely with Housekeeping, Engineering, Security, and other departments to support smooth overnight operations and prepare for the next business day.

Assist management in training, motivating, coaching, and developing associates while promoting a positive work environment. Support the implementation of company policies and procedures and serve as a role model for professional conduct and guest service excellence. Report accidents, injuries, security incidents, and unsafe conditions to the appropriate manager and ensure compliance with safety and security standards.

Welcome and acknowledge guests with genuine appreciation, anticipate and address service needs, assist individuals with disabilities, and communicate clearly and professionally both in person and over the telephone. Utilize computer and property management systems effectively, maintain confidentiality of proprietary information, protect company assets, and perform other reasonable job duties as assigned by Supervisors or Management.

Key Responsibilities for Night Supervisor

• Supervise Front Office operations during overnight hours.
• Support and complete Night Audit procedures.
• Monitor cashiering, guest accounts, and revenue accuracy.
• Handle guest requests, recovery cases, and operational follow-up.
• Coordinate with Security, Engineering, and Housekeeping overnight.
• Prepare shift handover notes and communicate outstanding issues.
• Coach and support overnight Front Office associates.
• Escalate significant operational issues to the Night Manager when required.

PREFERRED QUALIFICATIONS

Education: High school diploma or G.E.D. equivalent.

Related Work Experience: At least 1 year of related work experience.

Supervisory Experience: At least 1 year of supervisory experience.

License or Certification: None