Night Audit & Guest Services Specialist

Commonwealth-Lodging-Management-LL; Norfolk (VA); On-site; USD 32,000 - 52,000; Full time

Job summary

Commonwealth Lodging Management LLC is seeking a front desk professional to uphold guest relations and accurate record-keeping across the hotel’s front office and night audit functions. The role requires professionalism in guest interactions, cash handling, and seamless coordination with other departments to ensure a smooth guest experience.

Responsibilities include resolving guest issues, maintaining security of information, handling payments, and supporting end-of-day procedures.

Responsibilities

• Be in proper uniform with a nametag.
• Maintain positive guest relations and confidentiality.
• Resolve guest complaints and ensure satisfaction.
• Communicate effectively with guests and team members.
• Know hotel features, rates, packages, hours of operation, and daily activities.
• Assist with daily house count, arrivals/departures, and group activities.
• Maintain knowledge of equipment use and safety.
• Answer telephone within 3 rings with correct greeting.
• Verify guest information at arrival and departure.
• Process payments and manage cash bank per SOPs.
• Post and audit banquet charges; manage house accounts.
• Run morning and end-of-day reports and distribute.
• Print express check-out folios and distribute.
• Review Night Audit checklist and ensure completion.
• Maintain guest information and occupancy status in hotel systems.
• Communicate pertinent guest information to designated departments.

Job description

Commonwealth Lodging Management LLC is seeking a front desk professional to uphold guest relations and accurate record-keeping across the hotel’s front office and night audit functions. The role requires professionalism in guest interactions, cash handling, and seamless coordination with other departments to ensure a smooth guest experience.

Responsibilities include resolving guest issues, maintaining security of information, handling payments, and supporting end-of-day procedures.