Overnight Guest Service Agent (Night Audit)

Trailborn Hotels & Resorts; Jackson (WY); On-site; USD 20,664 - 28,929; Full time

Job summary

Trailborn Hotels & Resorts is seeking an Overnight Guest Service Agent to manage front desk operations during the night, assist guests with check-ins and check-outs, and resolve issues to maintain service excellence.

This position requires a proactive, detail-oriented approach, strong communication, and the ability to coordinate with housekeeping and maintenance to ensure a secure and welcoming environment for overnight guests.

Qualifications

• Experience in customer service or hospitality, front desk or guest service.
• Basic computer skills and familiarity with PMS or reservation software.
• Ability to work overnight shifts and weekends.
• Strong communication and interpersonal skills.

Responsibilities

• Greet and assist guests with check-in and check-out during overnight hours.
• Respond to guest inquiries, requests, and complaints with professionalism and resolution.
• Manage reservations, update guest information, and process payments using the property management system.
• Monitor the safety and security of the premises, reporting any irregularities or emergencies.
• Coordinate with housekeeping, maintenance, and other departments to meet guest needs efficiently.
• Maintain accurate records of guest interactions, transactions, and incidents during the shift.
• Provide information about hotel services, local attractions, and transportation options.
• Perform end of day tasks to balance revenue and close daily financial reporting.

Skills

Strong communication

Interpersonal skills

Overnight shift experience

Basic computer skills

Multilingual abilities

Tools

Property Management System (PMS)

Reservation software

Job description

About the Role

The Overnight Guest Service Agent plays a critical role in ensuring a seamless and welcoming experience for guests during the overnight hours at our accommodation facility. This position is responsible for managing front desk operations, addressing guest inquiries, and resolving any issues that arise during the night to maintain high standards of customer satisfaction. The agent acts as the primary point of contact for guests, providing assistance with check-ins, check-outs, and any special requests while maintaining a secure and comfortable environment. This role requires a proactive approach to problem-solving and the ability to handle multiple tasks efficiently in a fast-paced setting. Ultimately, the Overnight Guest Service Agent contributes to the overall reputation and success of the property by delivering exceptional service and support throughout the night shift.

Minimum Qualifications

• Previous experience in customer service or hospitality, preferably in a front desk or guest service role.
• Basic computer skills and familiarity with property management systems or reservation software.
• Ability to work overnight shifts and weekends as required.
• Strong communication and interpersonal skills.

Preferred Qualifications

• Experience working in the accommodation and food services industry.
• Knowledge of safety and emergency procedures relevant to hotel operations.
• Multilingual abilities to assist a diverse guest population.
• Certification in hospitality or customer service training programs.
• Familiarity with local area attractions and transportation services.

Responsibilities

• Greet and assist guests with check-in and check-out procedures promptly and courteously during overnight hours.
• Respond to guest inquiries, requests, and complaints with professionalism and a focus on resolution.
• Manage reservations, update guest information, and process payments accurately using the property management system.
• Monitor the safety and security of the premises, reporting any irregularities or emergencies to appropriate personnel.
• Coordinate with housekeeping, maintenance, and other departments to ensure guest needs are met efficiently.
• Maintain accurate records of guest interactions, transactions, and incidents during the shift.
• Provide information about hotel services, local attractions, and transportation options to enhance the guest experience.
• Perform end of day tasks to include but not limited to balancing of revenue and payments and closing the financial reporting for the day.

Skills

The required skills such as strong communication and interpersonal abilities are essential for effectively interacting with guests and resolving their concerns promptly. Proficiency with property management systems and basic computer skills enable the agent to manage reservations, process payments, and maintain accurate records efficiently. The ability to work independently during overnight hours requires strong problem‑solving skills and attention to detail to ensure guest safety and satisfaction. Preferred skills like multilingual capabilities and knowledge of local attractions enhance the guest experience by providing personalized and informative service. Additionally, understanding safety protocols and emergency procedures ensures the agent can respond appropriately to any incidents, maintaining a secure environment for both guests and staff.

Guest-Focused Teamwork

At our property, taking care of the guest is everyone’s responsibility. We believe there is no such thing as “that’s not my job” in hospitality. Every associate is expected to step in and assist where needed to ensure guest satisfaction, whether that means supporting a different department, adjusting work hours, or taking on tasks outside of regular responsibilities. Flexibility, teamwork, and a guest‑first attitude are essential to success in this role.