Night Auditor / Guest Service Representative

Homewood Suites by Hilton Orland Park; Orland Park (IL); On-site; USD 32,000 - 42,000; Full time

Benefits offered by this job

Insurance enrollment available fromDAY

Paid time off from DAY 1

Holiday pay from DAY 1

Hotel and travel discounts

Professional development opportunities

Job summary

First Hospitality’s Orland Park property is seeking a Night Auditor / Guest Service Representative to provide direct guest support through the night, processing transactions, handling inquiries, and ensuring accurate reporting. You will uphold brand standards and collaborate with departments to meet guest needs.

The role requires 2+ years of customer service experience, a high school diploma, and the ability to work overnight hours.

Qualifications

• 2+ years of customer service experience, preferably in Hospitality or related industry.
• High School diploma or equivalency education certificate required.
• Ability to work overnight hours and maintain professionalism.

Responsibilities

• Welcome arriving guests and manage the check-in experience with accuracy.
• Verify billing, process transactions, and maintain confidentiality of guest records.
• Engage with guests via phone or electronic channels to ensure satisfaction.
• Promote loyalty programs, handle requests, and communicate with hotel teams.
• Follow emergency procedures and uphold brand standards.

Skills

Customer service

Overnight shift

Guest interactions

Education

High School diploma

Job description

Night Auditor / Guest Service Representative

hospitality on hand all through the night, dependable and helpful

• Insurance enrollment available from DAY 1!


• Paid time off available from DAY 1!


• Holiday pay available from DAY 1!


• Hotel and travel discounts at worldwide destinations!


• Professional development and promotion opportunities!

About this job...

Night Auditors serve a critical role by providing direct guest support throughout the hospitality experience by accurately processing and tracking transactions and other reportable items . Night Auditors must be adept and creative problem solvers, delivering above-average resolutions to guests’ challenges. The primary responsibility of a Night Auditor is to deliver and exceed guest expectations, execute brand service standards, resolve challenges, ensure accuracy and consistency in reporting, and maintain excellent communication with guests, peers, and supervisors.

What you'll be doing...

• Welcome arriving guests and complete the hotel’s arrival/check-in experience, ensuring special requests are fulfilled and accurate information is received.


• Thank departing guests, verify accurate billing, and encourage return visits.


• Effectively engage with guests through phone or electronic communication consistent with hotel brand standards to ensure guest satisfaction.


• Maintain integrity, accuracy, and confidentiality when handling guest records, cash reports, audit reports, and other guest or hotel information.


• Promote hotel brand loyalty programs, encourage guest participation, and offer special rate packages and upgrades when appropriate.


• Effectively communicate with hotel departments verbally or through hotel communication log to ensure timely and accurate delivery of guest expectations, fulfillment of needs, and challenge resolution.


• Listen to guests and empathize with their challenges. When necessary, solicit guest feedback and act on guests concerns.


• Always maintain professionalism consistent with hotel brand and company expectations.


• Know and communicate hotel emergency procedures; inform and assist guests in emergencies.


• If applicable, maintain balance and security of house bank and accurately log all transactions.

Experience & Education:

• 2+ years of customer service experience, preferably in Hospitality or related industry


• High School diploma or equivalency education certificate required

Communication:

• Excellent verbal and written communication skills


• Must be able to speak, read, and write in primary language used in the workplace

Physical:

• 8+ hours per day at standing desk/computer; stand and walk frequently throughout the workday


• Lift, lower, and maneuver up to 30 pounds occasionally


• Ability to independently work during overnight hours

About First Hospitality...

Founded in 1985 and based in Chicago, First Hospitality is a forward-thinking hotel development, investment, and management company. First Hospitality’s strategic vision is to create value for all through excellence and an openness to doing things differently.

First Hospitality seeks to attract and retain a high-performing and diverse workforce in which employee’s differences are respected and valued to better meet the varying needs of the customers we serve. FH fosters an inclusive work environment that promotes collaboration, flexibility, and fairness. Equal Opportunity Employer.

Fun work environment with seasoned Hospitality Professionals! Flexible schedule! Room to Grow!

This all-suite Orland Park hotel gives you plenty of space for work or for the family. With easy access to I-80 and lots of great local shops and restaurants, we let you make the most of your time. Hop on the train at the nearby 153rd Street Metra stop and be in downtown Chicago in just 50 minutes.

Start off the day in style with a hot full breakfast, stay in touch with free WiFi access, or take a swim in the indoor pool at our hotel in Orland Park. Keep up your fitness routine on the road with a workout in the fitness center. Unwind with our complimentary evening social every Monday through Thursday. With a range of event spaces, from boardrooms to ballrooms, the Homewood Suites by Hilton Orland Park hotel is a perfect venue for your next celebration or meeting.