Overnight Front Desk Agent

Omni Hotels & Resorts; Paradise Valley (AZ); On-site; USD 36,000 - 48,000; Full time

Job summary

Omni Hotels & Resorts in Paradise Valley, AZ is seeking a Night Audit Agent to manage overnight front desk operations, ensure accurate posting, and perform the nightly audit with courtesy and professionalism.

You will handle guest issues, coordinate with management as Manager on Duty when needed, and maintain the DBS and VIP room records while upholding four star standards.

Qualifications

• Strong customer service orientation.
• Experience handling cash.
• Night audit experience preferred.
• Front office experience in a full-service hotel/resort is required.
• Clear, pleasant English communication with guests and staff.
• Team collaboration with colleagues.
• Ability to think clearly and decide quickly under pressure.
• Strong prioritization and organization skills.
• Ability to manage high arrivals and departures and guest issues.
• Maintain calm, welcoming demeanor under stress.
• Ability to stand for long periods.
• Overnight shift availability.
• Proficiency with hotel software and MS Office.

Responsibilities

• Oversees overnight operations of the hotel and serves as Manager on Duty at times.
• Timely and accurate preparation of the Daily Report (DBS).
• Resolve guest issues quickly and diplomatically.
• Know emergency procedures inside and out.
• Prepare VIP, complimentary, house use rooms, and out-of-order lists.
• Ensure proper registration of guests and adherence to credit procedures.
• Distribute all nightly reports.
• Process guaranteed no-show billings efficiently.
• Maintain current backup reports.
• Handle Express Check-Outs ensuring completion.
• Follow all systems and control procedures.
• Complete the third shift Night Audit checklist and responsibilities.
• Balance daily postings and revenue.

Skills

Customer service

Cash handling

Night audit

Front office

English communication

Overnight shifts

Teamwork

Computer skills

Tools

Synergy

Nucleus

Epitome

Vision

GoConcierge

Microsoft Office

Job description

Night Audit Agent

Overview:

This team member will ensure the appropriate checking in and checking out of guests in a courteous and professional manner while maintaining four star/four diamond standards and the accurate completion of the night audit process. Additionally, they will be responsible for handling guest issues and forwarding along as needed. Working the overnight shift, this person will serve as the Manager on Duty at times.

Responsibilities:

• Oversees overnight operations of the hotel and serves as Manager on Duty at time overnight
• Timely and accurate preparation of the Daily Report (Daily Business Summary DBS).
• Expeditious and diplomatic resolution of guest problems.
• Fully knowledgeable in all emergency procedures.
• Accurate preparation of VIP, complimentary, house use rooms, and out-of-order lists.
• Ensure proper registration of guests and credit procedures are followed.
• Distribution of all nightly reports.
• Efficient processing of guaranteed no show billings.
• Maintain current backup reports.
• Handling Express Check-Outs ensuring completion.
• Ensuring adherence to all systems and control procedures.
• Ensuring that third shift Night Audit checklist and responsibilities are completed.
• Balancing of daily postings and revenue

Qualifications:

• This person must have a high propensity for customer service.
• Previous cash handling experience required
• Previous night audit experience strongly preferred
• Previous full-service hotel/resort front office experience required
• Ability to clearly and pleasantly communicate both verbally and in writing in English with guests, management and co-workers, both in person and by telephone
• Ability to work cohesively with co-workers both within and outside of department
• Ability to think clearly, quickly and make concise decisions
• Ability to prioritize, organize and follow up
• Ability to work well under pressure, dealing with many arrivals and departures within a short period of time, as well as guest issues, requests and concerns
• Ability to handle stressful situations while maintaining a calm and welcoming demeanor.
• Ability to stand for prolonged periods of time.
• Requires working overnight shifts.
• Computer Skills (Synergy, Nucleus, Epitome, Vision, GoConcierge, Microsoft Office).