Guest Service Representative - Night Auditor

LBA Hospitality; North Carolina; On-site; USD 25,000 - 35,000; Full time

Job summary

A leading hospitality company is seeking a dedicated Guest Service Representative - Night Auditor to provide exceptional service, manage front office operations, and ensure guest satisfaction during overnight shifts. The ideal candidate will be professional, trustworthy, and able to multitask effectively. This role offers opportunities for advancement into leadership positions within the company.

Qualifications

• Experience in guest relations is helpful.
• Must be able to stand for eight hours.

Responsibilities

• Greet and register guests, assign rooms.
• Balance cash and transactions at shift end.
• Promote hotel services and encourage repeat business.

Skills

Communication

Multitasking

Computer literacy

Education

High school diploma or equivalent

Tools

Property management systems

Job description

Guest Service Representative - Night Auditor

Join to apply for the Guest Service Representative - Night Auditor role at LBA Hospitality.

Provide excellent guest service in an efficient, courteous, and professional manner; follow LBA standards of friendly hospitality while adhering to guidelines and procedures. Execute selling strategies to enhance hotel revenue. Responsible for total front office operations: acts as Manager on Duty, responds immediately to guest requests, represents the hotel during late evening and early morning hours, and maintains thorough communication with management staff.

Prerequisites

Guest Service Representatives have access to guestrooms and property; honesty and trustworthiness are essential. Associates must pass the appropriate security clearance per company policy.

• Experience in accounting, sales, telesales, service, or guest relations is helpful but not mandatory.
• High school diploma or equivalent; degree helpful but not required.

Summary of Essential Job Functions

Must be able to perform major life activities: standing, lifting, bending, learning, reading, concentrating, thinking, and communicating.

Specific Requirements

• Must be able to push or pull 60 pounds and lift/carry 30 pounds.
• Must be able to stand for eight hours, bend, stretch, reach.
• Must be able to see and hear.
• Must speak and read English; knowledge of another language is a plus.
• Must display professionalism, honesty, and trustworthiness at all times.

Knowledge, Skills, and Abilities

Knowledge in

• Manager on Duty functions
• Cash and credit card handling, balancing charges
• Safety and security measures
• Property details, staff, services, hours, rooms, rates, discounts
• Frequent Stay Program
• Reservations procedures, cancellations, guest 'walking'
• Phone etiquette and inquiry handling
• Daily hotel operations and updates

Skills

• Computer literacy for property management systems

Abilities

• Multitask and remain guest-centric
• Communicate effectively with guests and staff
• Assist guests professionally with issues
• Work independently and productively, including overnight shifts

Specific Responsibilities

• Greet and register guests, assign rooms, maintain privacy, accommodate requests
• Promote hotel services and amenities
• Encourage repeat business and take future reservations
• Identify sales leads during guest interactions
• Communicate special requests and late check-outs to relevant departments
• Verify credit cards before shift end
• Utilize PMS system
• Balance cash, checks, and other transactions at shift end
• Assist with F&B, housekeeping, and property cleanliness as needed
• Maintain a clean, professional lobby and dining area
• Know emergency procedures thoroughly
• Follow safety standards and report hazards
• Report unusual occurrences to management
• Maintain stock and cleanliness in the Market area if applicable
• Obtain and maintain vendor certifications if serving alcohol
• Be flexible with work schedule
• Perform other duties, including assisting in other departments

Working Conditions and Requirements

Standing and walking for long periods, following laundry procedures if applicable, assisting with linen folding.

Advancement Opportunities

Progression to training roles, leadership development, and potential promotion to Assistant GM or General Manager.

Disclaimer

This description outlines the general responsibilities and level of work. Duties outside these may be assigned as needed.