Overnight Guest Service Agent

Kimpton Hotels & Restaurants; Philadelphia (Philadelphia County); On-site; USD 40,000 - 56,000; Full time

Job summary

Kimpton Hotels & Restaurants is seeking an Overnight Guest Service Agent to welcome guests, handle registration and check-out, and provide friendly, personalized service.

You will manage PBX, answer phones, balance cash, and coordinate with departments to ensure a seamless stay; this role requires a flexible overnight schedule, strong communication, and accuracy with hotel systems.

Qualifications

• Previous experience at a Front Desk or in a customer-facing role is helpful.
• High school diploma or GED is required.
• Knowledge of local area, services, attractions, and events is beneficial.
• Flexible schedule with overnights, weekends and holidays.
• Ability to handle multiple arrivals/departures under pressure is important.
• Familiarity with hotel systems and entering information accurately is helpful.

Responsibilities

• Review arrivals and special requests; block rooms as needed.
• Check guests in and out in a confident, friendly manner.
• Answer phone calls promptly and knowledgeably with complete information.
• Complete all shift checklists (AM/PM/Overnight) by end of shift.
• Pre-assign rooms, including VIPs, repeat guests, and special packages.
• Follow key control policy and proper credit procedures.
• Submit any lost & found items with a report.
• Know fire and emergency procedures and safety protocols.
• Open, balance, and verify daily cash, checks, and card transactions.
• Monitor room availability and manage selling status via yield system.
• Attend monthly department meetings and communicate with other departments.
• Communicate effectively via telephone/radio with other teams.

Skills

Front Desk Experience

Customer Service

Communication Skills

Education

High School Diploma/GED

Tools

Hotel PMS

Job description

Why We're Here

We believe heartfelt, human connections make people's lives better. Especially the people who work here.

Our founder, Bill Kimpton rebelled against impersonal, generic hospitality that makes people feel disconnected. He initiated a new boutique hotel standard and environment where people could connect, from the heart. That was the goal then, and it is still our purpose today.

Your work here has meaning. You're here to improve the lives of coworkers, guests, owners, communities, and together we make that happen. It's what drives all that we do. Every day you can improve lives in your own, unique way and you can expect the same in return. It all starts with you.

How We're Different

Our San Francisco-born entrepreneurial spirit and zest for life kick started this culture in 1981, and it shines through to this day.

It all flows from you. The lively, rebellious, genuine you - with your diverse background, talents, experiences, and plucky personality - is fully welcome, and celebrated here. Because we know that when people can be themselves at work, they shine.

That's what we seek out and celebrate. It's people of all kinds who share a knack for creativity and self-leadership. People who don't need to be told what to do to get things done. People who have an innate passion for making others' lives better.

It adds up to a work environment that's a bit quirky, irreverent, exciting, uncommon, empowering, and downright exceptional. Guests feel it; you'll feel it too.

What You'll Do

The Guest Service Agent (Overnight) is responsible for registration and check-out, PBX operations, mail and message service all the while providing outstanding service to our guests along the way. You'll act as an advocate for the hotel, be a creator of ridiculously personal experiences, and develop relationships with guests that will compel them to return.

Some Of Your Responsibilities Include

• Review arrivals noting special requests, blocking rooms as needed.
• Check in and out hotel guests in a confident, professional and friendly manner.
• Answer all phone calls promptly and knowledgeably, always ensuring complete and accurate information.
• Complete all items on appropriate (AM, PM, Overnight) checklist by end of shift.
• Conduct pre-assignment of hotel rooms, which includes VIPS, repeat guests, all packages, and any special requests.
• Follow established key control policy.
• Ensure proper credit policies are followed.
• Submit all lost & found articles accompanied by a completed lost & found report.
• Familiar with all fire and emergency procedures.
• Open, secure, and balance out daily shift bank which involves counting and verifying cash, check, and credit card transactions occurring while on duty.
• Verify credit limit report.
• Monitor room availability throughout shift.
• Review daily the selling status of the hotel using yield management system.
• Attend department meeting once a month.
• Able to communicate via telephone and/or radio with other departments.

What You Bring

• Previous experience in a Front Desk or customer-facing role is helpful!
• High school diploma or general education degree (GED) required.
• Knowledgeable of immediate area, services, attractions, and events.
• Flexible schedule, able to work overnights, weekends and holidays.
• Work well under pressure, taking care of many arrivals and departures within a short period of time.
• Familiar with hotel systems and operations, and the ability to enter in information accurately is helpful!

Differences make a difference. We are committed to creating a culture that reflects the diversity of our hotel and restaurant guests. With that goal in mind, we encourage each of our employees to understand, accept, and celebrate differences among people. That includes different personalities, lifestyles, work styles, education, and experience. We also welcome and embrace people of all races, ethnicities, ages, religions, physical abilities, sexual orientation, gender identities and genders. For our complete EEO policy click here.

Be Yourself. Lead Yourself. Make it Count.