Guest Service Agent / Night Auditor

Best Western Downers Grove; Downers Grove (IL); On-site; USD 30,000 - 40,000; Full time

Job summary

An established industry player is seeking a dedicated Night Auditor & Guest Service Agent to join their team. This role combines overnight shifts for auditing and guest service responsibilities, ensuring guests receive exceptional care throughout their stay. You will be responsible for managing financial records, tracking room revenues, and providing support to guests for a seamless experience. If you thrive in a dynamic environment and enjoy helping others, this position offers a unique opportunity to make a lasting impact in the hospitality sector. Join a team that values professionalism and customer satisfaction!

Qualifications

• High school diploma required; hotel experience preferred.
• Strong communication and customer service skills essential.

Responsibilities

• Provide excellent guest services and manage front office operations.
• Perform audits, balance accounts, and prepare financial reports.

Skills

Customer Service

Accounting Skills

Communication Skills

Problem-Solving

Mathematical Skills

Education

High School Diploma or Equivalent

Tools

Property Management Software

Word Processing Software

Spreadsheet Software

Job description

Job Title: Night Auditor & Guest Service Agent

Status: Non-Exempt

Job Summary

Position is a combination of overnight shifts for Night Audit and swing shifts for Guest Service Agent. The Night Auditor responsibilities include audits, balances, and reports on the various areas of the hotel (e.g., rooms, front desk, group reservations, etc.) to provide accurate and timely financial information on the hotel’s operational performance for the day. The Guest Service Agent responsibilities include representing the hotel to the guest throughout all stages of the guest’s stay by working with all hotel personnel to ensure every guest experience superior customer care. Responsibilities include registering guests, assigning rooms, accommodating special requests, and ensuring the guests have a pleasant stay and smooth checkout.

Essential Duties And Responsibilities

• Provides excellent guest services.
• Checks front office accounting records for accuracy and compiles information for the hotel’s financial records.
• Tracks room revenues, occupancy percentages, and other front office operating statistics.
• Prepares summary of cash, check, and credit card activities, reflecting the hotel’s financial performance for the day.
• Posts room charges and room taxes to guest accounts. Processes guest charge vouchers and credit card vouchers.
• Verifies all account postings and balances.
• Summarizes results of operations, prepares and distributes reports for management by end of their shift.
• Monitors lobbies and the front desk.
• Investigates disturbances, complaints, thefts, vandalisms, and accidents and reports findings to management.
• Warns or ejects troublemakers and cautions careless persons.
• Obtains assistance for accident victims and writes incident reports.
• Notifies management of presence of persons with questionable reputations.
• Works with enforcement officers in emergency situations.
• Maintains an inventory of vacancies, reservations and room assignments.
• Possesses a working knowledge of the reservations department, takes same day reservations and future reservations, when necessary, knows cancellation procedures.
• Knowledgeable of room locations, types of rooms available, and room rates.
• Registers arriving guests and assigns rooms.
• Coordinates room status updates with the housekeeping department by notifying housekeeping of all check-outs, late check-outs, early check-ins, special requests, and part-day rooms.
• Coordinates guest room maintenance work with the engineering and maintenance division.
• Uses persuasive selling techniques to sell rooms and to promote other services of the hotel.
• Knows daily activities and meetings taking place in the hotel and surrounding area.
• Manages and resolves all guest complaints in a professional and courteous manner.
• Processes guest check-outs and handles monetary transactions.
• Maintains customers’ privacy.
• Maintains a high level of professional appearance and demeanor.
• Performs other duties as assigned.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Education/Experience

High school diploma or equivalent. Previous hotel-related experience preferred. Knowledge of surrounding areas and local events. Ability to understand and adhere to proper credit, check cashing, and cash handling policies and procedures. Knowledge of how to properly secure guest information. Skilled in the use of front office equipment.

Language Skills

Ability to communicate with public, hotel staff, and management in a professional manner. Knowledge of proper telephone etiquette. Ability to read and interpret documents such as safety rules, operating and maintaining instructions, and procedure manuals. Ability to write routine reports and correspondence.

Mathematical Skills

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percentage.

Reasoning Ability

Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations.

Computer Skills

To perform this job successfully, an individual should have knowledge of Word Processing software; Spreadsheet software; Internet software and property management software.

Other

Ability to work a flexible schedule, including evenings, weekends, and holidays.