Night Front Desk Agent - Guest Services & Night Audit

Crystal Mountain; Michigan; On-site; USD 19,000 - 25,000; Full time

Job summary

The 3rd Shift Front Desk at Clear Destination Inc. oversees after-hours guest reception, check-in, and handling guest concerns. The role runs roughly 9pm-7am or 10pm-8am, requiring strong service standards and ability to work alone during night hours.

Responsibilities include night audit processing, reservations, wake-up calls, and coordinating with housekeeping, security, and engineering to ensure guest satisfaction.

Qualifications

• High School Diploma or GED required.
• Combination of education and experience that enables performance of all aspects of the position.
• Previous experience in a bank, hotel, front desk and or accounting field preferred.
• Working knowledge of computer software to include Word, Excel, F&B POS systems, SMSHost helpful.
• Must be knowledgeable in making reservations for after-hour calls.
• Due to the third shift of the job excellent attendance required.
• Polite, friendly, and helpful to guests, management and fellow employees
• Ability to operate basic office equipment, to include multi-line phone.
• Communicate effectively both verbally and written.
• Organize and write procedures in a logical/methodical manner.
• Good time management skills.
• Excellent attention to detail.
• Maintain appearance standards as outlined in departmental and Crystal Mountain policies.
• Able to maintain confidential information.

Responsibilities

• Process Automated Night Audit.
• Complete and document hourly 3rd shift staff check in.
• Run and file preliminary reports.
• Greet guests and complete established check-in and check-out procedures.
• Prepare registration packets for future arrivals.
• Answer inquiries and accept reservations, both in person and by telephone, by accurately communicating hotel rates and information and by using suggestive selling techniques to sell room nights, increase occupancy and revenue.
• Maintain good guest relations by keeping abreast of in-house and area functions to answer questions and concerns with timely and knowledgeable responses, both in person and over the telephone.
• Answer incoming calls, schedule and set wake-up calls, and provide guests with timely and efficient service.
• Control cash transactions at the front desk and maintain complete responsibility for personal bank.
• Resolve or refer to management all guest concerns, complaints or suggestions in continuous effort to provide superior guest service.
• Dispatch guest needs to Housekeeping, Building Engineering, or Security, and document needs appropriately on the Hot Sheet.
• Provide courteous service to guests, internal guests, and coworkers.
• Maintain cleanliness and excellent condition of equipment and work area.
• Execute emergency procedures in accordance with resort standards.
• Comply with required safety regulations and procedures, resort standards, policies and rules.
• Work with other third shift staff to ensure guest needs are met in a timely manner.
• Other duties as directed by management.

Skills

Excellent attendance

Customer service

Time management

Attention to detail

Communication skills

Multi-line phone handling

Education

High School Diploma or GED

Tools

Word

Excel

F&B POS systems

SMSHost

Job description

Job Summary

The primary responsibility of the 3rd Shift Front Desk position is to be the point of contact for after-hour guest reception for check-in, guest concerns and switchboard needs. This is a third shift position typically from 9pm-7am or 10pm-8am.

Job Duties and Responsibilities

Process Automated Night Audit. Complete and document hourly 3rd shift staff check in. Run and file preliminary reports. Greet guests and complete established check-in and check-out procedures. Prepare registration packets for future arrivals. Answer inquiries and accept reservations, both in person and by telephone, by accurately communicating hotel rates and information and by using suggestive selling techniques to sell room nights, increase occupancy and revenue. Maintain good guest relations by keeping abreast of in-house and area functions to answer questions and concerns with timely and knowledgeable responses, both in person and over the telephone. Answer incoming calls, schedule and set wake-up calls, and provide guests with timely and efficient service. Control cash transactions at the front desk and maintain complete responsibility for personal bank. Resolve or refer to management all guest concerns, complaints or suggestions in continuous effort to provide superior guest service. Dispatch guest needs to Housekeeping, Building Engineering, or Security, and document needs appropriately on the Hot Sheet. Provide courteous service to guests, internal guests, and coworkers. Maintain cleanliness and excellent condition of equipment and work area. Execute emergency procedures in accordance with resort standards. Comply with required safety regulations and procedures, resort standards, policies and rules. Work with other third shift staff to ensure guest needs are met in a timely manner. Other duties as directed by management.

Job Specifications

Competencies: Previous experience in a bank, hotel, front desk and or accounting field preferred. Working knowledge of computer software to include Word, Excel, F&B POS systems, SMSHost helpful. Must be knowledgeable in making reservations for after-hour calls. Due to the third shift of the job excellent attendance required. Polite, friendly, and helpful to guests, management and fellow employees Ability to operate basic office equipment, to include multi-line phone. Communicate effectively both verbally and written. Organize and write procedures in a logical/methodical manner. Good time management skills. Excellent attention to detail. Maintain appearance standards as outlined in departmental and Crystal Mountain policies. Able to maintain confidential information. Education: High School Diploma or GED required. Combination of education and experience that enables performance of all aspects of the position. Physical & Other Requirements: While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee is occasionally required to stand; walk; reach/lift with hands and arms and stoop, kneel, crouch, or crawl. The employee must regularly lift and /or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus. Ability to work flexible schedule to include weekends and holidays. Non-smoking candidates preferred.