Guest Experience Specialist — Night Audit

Holiday Inn Express and Suites; Philadelphia (Philadelphia County); On-site; USD 32,000 - 46,000; Full time

Job summary

The Holiday Inn Express and Suites is seeking a Night Auditor to greet guests, handle check-ins/outs, process daily audits, and deliver exceptional service overnight. You will manage guest inquiries, upsell rooms, and collaborate with staff to maintain smooth hotel operations.

This role requires strong customer service, numerical accuracy, and the ability to work overnights, weekends, and holidays in a fast-paced environment.

Qualifications

• High school diploma or equivalent required.
• Experience with front desk operations preferred.
• Must speak, read, write and understand English.

Responsibilities

• Greet guests warmly and professionally, recognizing IHG Rewards Members and new/returning guests.
• Check guests in, issue room keys, and provide information on services and local area.
• Take guest payments and identify information during check-in.
• Upsell rooms to maximize hotel revenue.
• Answer phones promptly and courteously.
• Address guest complaints and requests; ensure guest satisfaction.
• Update management on outstanding guest requests or issues.
• Check guests out and resolve any charges.
• Process daily cash and credit card transactions per procedures.
• Communicate room status to department heads as required.
• Follow safety protocols and report incidents to supervisor on duty.
• Maintain daily logs per hotel procedure.
• Remove snow and salt from exterior areas as needed.
• Work with other departments to ensure service quality and coordination.
• Handle daily audit of financial data.
• Perform additional duties as assigned by management.

Skills

Customer service

Communication

Computer skills

Math skills

Judgment

Prioritization

Detail oriented

Safety awareness

Flexible schedule

Accuracy & speed

Education

High School diploma or equivalent

Tools

Front desk systems

Job description

The Holiday Inn Express and Suites is seeking a Night Auditor to greet guests, handle check-ins/outs, process daily audits, and deliver exceptional service overnight. You will manage guest inquiries, upsell rooms, and collaborate with staff to maintain smooth hotel operations.

This role requires strong customer service, numerical accuracy, and the ability to work overnights, weekends, and holidays in a fast-paced environment.