Night Front Desk Specialist – Guest Experience & Upsell

Hotel Equities; Portage (MI); On-site; USD 29,000 - 42,000; Full time

Benefits offered by this job

Team driven culture

Vacation & Holiday Pay

Same-day pay

Employee Assistance Program

Reduced Room Rates

Job summary

Hotel Equities, a multi-award-winning hotel development and hospitality management company, is seeking a Night Auditor for the Courtyard in Portage, Michigan. The Overnight Shift runs 11 PM–7 AM and focuses on first impressions, friendly service and accurate front desk operations.

Responsibilities include check-in/out, up-sell opportunities, handling calls and guest requests, processing payments, and maintaining safety protocols.

Qualifications

• High school diploma or equivalent required.
• Experience with Marriott, Hilton, IHG, Wyndham or Hyatt processes and standards.
• Ability to perform front desk duties and handle cash/credit transactions.
• Basic computer skills for property management and reservations systems.

Responsibilities

• Check guests in, issue room keys, and provide information on hotel services and room location.
• Ensure required identification is taken from guests at check-in in line with local legislative requirements.
• Answer phones in a prompt and courteous manner.
• Up-sell rooms where possible to maximize hotel revenue.
• Answer, record and process all guest calls, messages, requests, questions or concerns.
• Record guest preferences in the system.
• Check guests out, including resolving any late or disputed charges.
• Accurately process all cash and credit card transactions using established procedures.
• Issue, control and release guest safe-deposit boxes in line with hotel procedures.
• Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up.
• Take action to solve guest problems/complaints using appropriate service recovery guidelines.
• Follow established hotel safety protocols and procedures at all times.
• May routinely book guest reservations for individuals and/or groups; process cancellations, revisions, and information updates.
• Work as part of a team and communicate with other departments to ensure excellent quality and service.
• Perform other duties as assigned including guest room tours, concierge services, special guest requests.

Skills

Customer service

Communication skills

Problem solving

Cash handling

Education

High school diploma

Tools

PMS experience

Job description

Hotel Equities, a multi-award-winning hotel development and hospitality management company, is seeking a Night Auditor for the Courtyard in Portage, Michigan. The Overnight Shift runs 11 PM–7 AM and focuses on first impressions, friendly service and accurate front desk operations.

Responsibilities include check-in/out, up-sell opportunities, handling calls and guest requests, processing payments, and maintaining safety protocols.