Night Auditor & Guest Experience Lead

Holiday Inn Cincinnati Liberty Way; Olde West Chester (OH); On-site; USD 13,776 - 23,419; Full time

Benefits offered by this job

Employee discounts

Flexible scheduling

Career growth

Collaborative culture

Job summary

Holiday Inn Cincinnati - Liberty Way is seeking a Front Desk Associate with night audit responsibilities to welcome guests and manage reservations across 11 PM–7 AM shifts in Ohio. You’ll perform nightly financial reconciliation and support sales and upselling, while maintaining a warm, guest-focused lobby.

The role requires exceptional customer service, multitasking, and PMS proficiency; availability includes evenings, weekends, and some holidays.

Qualifications

• Prior front desk or customer service experience preferred.
• PMS experience with IHG/HotelKey/Hilton/PEP is a plus.
• Strong written and verbal communication skills.

Responsibilities

• Welcome and check in arriving guests, creating a friendly first impression.
• Manage guest reservations, modifications, and cancellations using the PMS.
• Answer calls and respond to guest inquiries professionally and warmly.
• Promote and enroll guests in hotel rewards programs.
• Resolve guest concerns promptly, escalating to management when needed.
• Balance daily accounts and perform end-of-shift reconciliation.
• Assist the sales and revenue team with special requests and upselling opportunities.
• Maintain a clean, organized front desk area at all times.
• Run the night audit program for the next day’s success.
• Set up breakfast in the early morning.

Skills

Customer service

Communication

Multitasking

PMS experience

Hospitality

Tools

PMS

Job description

Holiday Inn Cincinnati - Liberty Way is seeking a Front Desk Associate with night audit responsibilities to welcome guests and manage reservations across 11 PM–7 AM shifts in Ohio. You’ll perform nightly financial reconciliation and support sales and upselling, while maintaining a warm, guest-focused lobby.

The role requires exceptional customer service, multitasking, and PMS proficiency; availability includes evenings, weekends, and some holidays.