LEAD OVERNIGHT AGENT MD - FT

Paycom; Houston (TX); On-site; USD 32,000 - 38,000; Full time

Job summary

A hotel in Houston, TX seeks an Overnight Front Desk Agent to oversee guest check-in and check-out while delivering courteous service. The role requires familiarity with Motel/ hotel systems and the ability to handle guest requests efficiently.

Responsibilities include training new night audit staff, maintaining service quality overnight, and coordinating with departments to resolve property issues. The position emphasizes the 10–5 rule for guest greetings and continuous guest satisfaction.

Qualifications

• Experience in hotel front desk operations preferred.
• Ability to handle guest requests with courtesy and professionalism.
• Familiarity with night audit procedures is a plus.

Responsibilities

• Oversee check-in and check-out processes for guests.
• Utilize Opera system to assist guests during stay.
• Train new night audit staff and ensure service quality.
• Address guest requests and coordinate with other departments as needed.

Skills

Guest services

Front desk

Customer service

Tools

Opera PMS

Job description

Summary: The main purpose of the Overnight Front Desk Agent is to oversee the appropriate checking in and checking out of guests and providing services to these guests in a courteous and professional manner.Essential Functions:Responsible for completion of shift checklist.Utilize Hotel’s Opera system to assist guest with seamless check in and out of hotel.Responsible for training new night audit employees.Ensures the proper quality of hotel service and products at night while providing the logistical and physical support as needed to all departments.Reports and or resolves all observed hotel property deficiencies and safety hazardsProvides guest with service in regards to guest requests such as: delivery of Room Service orders, blankets, pillows and all other guest related services.Be familiar with all technical equipment as related to the Front Desk.Use the guest names whenever possible for best impressions. Greet and welcome guest, introduce self at the first opportunity. (10 – 5 Rule)Upon departure ask the guest “How was their stay?” always thank them for choosing us and invite them to return soon again.Be familiar with guest scenarios and how to WOW the guest.Be able to/offer to assist guests with future room reservations.Know the ZIP Loyalty Program.Know where the VIP Book is kept.To be familiar with all hotel facilities for Dallas and Houston properties.To be familiar with the inter-relationship between the different departments.Adhere to grooming guidelines, wear Z-pin, proper uniform standards. Ensure the staff is also adhering to the guidelines.Tools and Equipment:1. Computer and printer, telephone, pen/pencil, photo-copying machine, facsimile machineWorking Environment:1. Interior and on occasion exterior of hotel with exposure to weather conditions.Physical Demands:Stand;Walk;Use hands to handle, or feel;Reach with hands and arms;Climb or balance; stoop, kneel, crouch, or crawl;Talk or hear and taste or smell;Sitting; minimalThe employee must regularly lift and/or move up to 25 pounds; ability to push and pull objectsSpecific vision abilities required by this job to see, read, write, and use a computerMust be able to communicate with guests in English.No Job Description for a position can possibly include all duties, which may be requested by guests or required by the hotel. The objective of all positions is to effectively provide the services personally, or to immediately refer requests to the appropriate department manager.