Front Desk Agent | Overnight

Bretton Woods; Charlotte, Northern (NC, KY); Hybrid; USD 42,000 - 64,000; Full time

Job summary

Bretton Woods in Charlotte, NC, is seeking a Night Audit/Manager on Duty to oversee overnight hotel operations, ensure four-star service, and handle guest issues with diplomacy. You will manage registration, credit procedures, and nightly reporting while maintaining safety and adherence to all controls.

As the overnight shift lead, you will prepare DBS, balance daily postings and revenue, and be ready to act as MOD during night hours. Previous night audit experience preferred.

Qualifications

• This person must have a high propensity for customer service.
• Previous cash handling experience required
• Previous night audit experience strongly preferred
• Previous full-service hotel/resort front office experience required
• Ability to clearly and pleasantly communicate both verbally and in writing in English with guests, management and co-workers, both in person and by telephone
• Ability to work cohesively with co-workers both within and outside of department
• Ability to think clearly, quickly and make concise decisions
• Ability to prioritize, organize and follow up
• Ability to work well under pressure, dealing with many arrivals and departures within a short period of time, as well as guest issues, requests and concerns
• Ability to handle stressful situations while maintaining a calm and welcoming demeanor.
• Ability to stand for prolonged periods of time.
• Requires working overnight shifts.
• Computer Skills (Synergy, Nucleus, Epitome, Vision, GoConcierge, Microsoft Office).

Responsibilities

• Oversees overnight operations of the hotel and serves as Manager on Duty at time overnight
• Timely and accurate preparation of the Daily Report (Daily Business Summary DBS).
• Expeditious and diplomatic resolution of guest problems.
• Fully knowledgeable in all emergency procedures.
• Accurate preparation of VIP, complimentary, house use rooms, and out-of-order lists.
• Ensure proper registration of guests and credit procedures are followed.
• Distribution of all nightly reports.
• Efficient processing of guaranteed no show billings.
• Maintain current backup reports.
• Handling Express Check-Outs ensuring completion.
• Ensuring adherence to all systems and control procedures.
• Ensuring that third shift Night Audit checklist and responsibilities are completed.
• Balancing of daily postings and revenue

Skills

Customer service

Cash handling

Night audit

Front office

English communication

Teamwork

Overnight shift

Computer skills

Tools

Synergy

Nucleus

Epitome

Vision

GoConcierge

Microsoft Office

Job description

Overview:

This team member will ensure the appropriate checking in and checking out of guests in a courteous and professional manner while maintaining four star/four diamond standards and the accurate completion of the night audit process. Additionally, they will be responsible for handling guest issues and forwarding along as needed. Working the overnight shift, this person will serve as the Manager on Duty at times.

Responsibilities:

• Oversees overnight operations of the hotel and serves as Manager on Duty at time overnight

• Timely and accurate preparation of the Daily Report (Daily Business Summary DBS).

• Expeditious and diplomatic resolution of guest problems.

• Fully knowledgeable in all emergency procedures.

• Accurate preparation of VIP, complimentary, house use rooms, and out-of-order lists.

• Ensure proper registration of guests and credit procedures are followed.

• Distribution of all nightly reports.

• Efficient processing of guaranteed no show billings.

• Maintain current backup reports.

• Handling Express Check-Outs ensuring completion.

• Ensuring adherence to all systems and control procedures.

• Ensuring that third shift Night Audit checklist and responsibilities are completed.

• Balancing of daily postings and revenue

Qualifications:

• This person must have a high propensity for customer service.

• Previous cash handling experience required

• Previous night audit experience strongly preferred

• Previous full-service hotel/resort front office experience required

• Ability to clearly and pleasantly communicate both verbally and in writing in English with guests, management and co-workers, both in person and by telephone

• Ability to work cohesively with co-workers both within and outside of department

• Ability to think clearly, quickly and make concise decisions

• Ability to prioritize, organize and follow up

• Ability to work well under pressure, dealing with many arrivals and departures within a short period of time, as well as guest issues, requests and concerns

• Ability to handle stressful situations while maintaining a calm and welcoming demeanor.

• Ability to stand for prolonged periods of time.

• Requires working overnight shifts.

• Computer Skills (Synergy, Nucleus, Epitome, Vision, GoConcierge, Microsoft Office).