Overnight Guest Experience Lead

Hotel Jackson; Jackson (WY); On-site; USD 25,000 - 33,000; Full time

Job summary

Hotel Jackson is a boutique luxury hotel on the Town Square in Jackson, Wyoming. We are independently owned, personally operated, and deeply invested in this place. You’ll own the overnight guest experience and nightly audit, handling check-ins/outs, reservations, guest recovery, and the financial close with precision.

This calm, independent overnight role provides real ownership; you’ll be the steady presence for guests after hours and ensure a smooth morning handoff for the AM team.

Qualifications

• Experience as Front Desk Agent, Night Auditor, Receptionist, or similar guest-facing hotel role.
• Strong communication and organization; reliable follow-through.
• Comfort with hotel reservation software (PMS).
• Understanding of OTA/travel platforms (Booking.com, TripAdvisor, and similar).

Responsibilities

• Host the desk overnight: check guests in and out with warmth, clarity, and calm confidence.
• Own guest requests and recovery: fast, professional follow-through — no deflection, no delays.
• Run the nightly audit: reconcile bookings, payments, and daily totals with accuracy.
• Reservations management: handle online and phone reservations and keep records current.
• Payment integrity: inform guests of payment methods and verify credit card data securely.
• Room readiness coordination: partner with housekeeping to ensure rooms meet standards before arrival.
• Group/VIP support: confirm group reservations and arrange personalized services for VIP and event guests.
• Thoughtful upsells: offer upgrades and amenities when it genuinely improves the stay.
• Morning handoff: document key notes and set the next shift up to win.

Skills

Night Audit experience

Customer service

Communication skills

PMS experience

OTA platforms

Tools

PMS/Property Management System

Opera Cloud experience

Job description

Hotel Jackson is a boutique luxury hotel on the Town Square in Jackson, Wyoming. We are independently owned, personally operated, and deeply invested in this place. You’ll own the overnight guest experience and nightly audit, handling check-ins/outs, reservations, guest recovery, and the financial close with precision.

This calm, independent overnight role provides real ownership; you’ll be the steady presence for guests after hours and ensure a smooth morning handoff for the AM team.