Night Auditor/Guest Service Agent

Owen Sound; Leamington; On-site; CAD 40,000 - 52,000; Full time

Job summary

Quality Inn Leamington is seeking a Night Auditor/Guest Service Agent to oversee overnight hotel operations and ensure exceptional service. You will manage end-of-day financial closing, reconcile front desk records, and generate accurate nightly reports, while delivering guest-focused solutions.

Independent night shift work requires proficiency with hotel management software and POS systems, plus a welcoming, professional demeanor to support guest needs and safety procedures.

Qualifications

• Experience in hospitality or front desk operations with a focus on accuracy in financial tasks.
• Ability to perform end-of-day auditing and reconcile cash, checks, and card transactions.
• Excellent verbal and written communication skills for guest interactions and reporting.

Responsibilities

• Oversee nightly financial close and front desk accounting reconciliation.
• Prepare daily reports on room revenue, occupancy, and cash transactions.
• Greet guests, check-in/out, issue keys, and provide hotel/local information.
• Upsell hotel services and promote local attractions to enhance occupancy.
• Maintain accuracy of guest charges, taxes, and payments across systems.
• Respond to guest inquiries and resolve issues with professionalism.

Skills

Hospitality experience

Auditing transactions

Front desk operations

POS systems

Hotel software

Customer service

Overnight shifts

Tools

Hotel management software

Point-of-sale systems

Job description

ORHMA (Ontario Restaurant Hotel & Motel Association) is dedicated to fostering a thriving hospitality sector, where every guest experience is paramount. We are seeking a dedicated Night Auditor/Guest Service Agent to join the team at Quality Inn Leamington. This pivotal role ensures the smooth operation of our hotel overnight, delivering exceptional service and maintaining vital financial accuracy, directly contributing to our guests' comfort and our operational excellence.

Key Responsibilities:

• Oversee the accurate and timely processing of all daily financial closing tasks and functions, demonstrating meticulous attention to detail.
• Verify and reconcile front office accounting records, compiling precise financial information for daily reports.
• Monitor and report on key operational metrics including room revenues and occupancy percentages to provide insights into hotel performance.
• Prepare comprehensive summaries of cash, check, and credit card transactions, reflecting the hotel’s daily financial standing.
• Process room charges, taxes, and various guest payments efficiently and accurately.
• Maintain vigilant oversight of all account postings and balances, ensuring integrity across financial records.
• Conduct regular inventory checks for Q-Mart, Q-Lounge, and weekly housekeeping supplies.
• Generate and deliver daily operational reports to management, summarizing key performance indicators.
• Warmly greet guests, facilitating a seamless check-in process by managing reservations, assigning rooms, coding electronic keys, and providing essential hotel and local information.
• Handle guest check-out procedures with precision, ensuring all services are correctly accounted for and processing various payment methods.
• Leverage in-depth knowledge of hotel offerings, local attractions, and promotions to enhance guest stays and maximize occupancy through up-selling.
• Proactively respond to guest inquiries and resolve any concerns with professionalism, empathy, and efficiency.
• Effectively manage and resolve guest complaints, escalating issues to management when necessary to ensure complete satisfaction.
• Accurately receive, relay, and retrieve messages for guests.
• Uphold the highest standards of guest service, consistently demonstrating a friendly, courteous, and helpful demeanor.
• Ensure thorough understanding and adherence to all emergency, life safety, and key control procedures.
• Perform additional duties as required to support overall hotel operations and objectives.

Requirements & Qualifications:

• Prior experience in hospitality, front desk operations, or a similar customer service role.
• Demonstrated ability to handle financial transactions and manage auditing responsibilities with accuracy.
• Strong problem-solving skills and a proactive approach to guest satisfaction.
• Excellent verbal and written communication skills.
• Proficiency in using hotel management software and point-of-sale systems.
• Ability to work independently during overnight shifts and manage multiple tasks effectively.
• A commitment to maintaining a professional appearance and a positive, welcoming attitude.