Overnight Guest Service Agent, Stonebridge Inn

CoralTree Hospitality Group; Snowmass Village (CO); On-site; USD 29,000 - 32,000; Full time

Benefits offered by this job

Health insurance

Dental & Vision

Life & Disability Insurance

Employee Assistance Program

Room discounts for team

Paid time off

401(k) with company match

Colorado FAMLI

Job summary

CoralTree Hospitality Group seeks an Overnight Guest Service Agent to ensure smooth hotel operations during overnight hours. You will manage front desk duties, guest relations, and nightly reconciliations to uphold exceptional guest experiences.

The role requires strong customer service skills, attention to detail, and the ability to coordinate with sister properties. It includes comprehensive benefits and competitive hourly pay.

Qualifications

• Flexibility to adapt to a demanding schedule with varying workdays and hours.
• Experience providing service to others and creating authentic travel experiences is preferred.
• People-oriented with a passion for serving guests and delivering exceptional experiences.
• Strong verbal and written communication abilities, including clear writing.
• Ability to multi-task while maintaining accuracy and attention to detail.

Responsibilities

• Greet and welcome guests with attentive overnight service.
• Assist guests with check-in/check-out, registration, payment, and requests.
• Maintain accurate room availability, guest accounts, and front desk records.
• Handle charges, payments, refunds, and cash handling following procedures.
• Answer calls and communicate professionally by phone, email, and in writing.

Skills

Flexibility

Experience in customer service

People person

Communication skills

Multi-tasking

Job description

Overview

Company Overview

At CoralTree, we serve from the heart, always and in all ways. Whether that’s serving our owners, our team members or our guests, we strive to make a meaningful difference in every interaction. We believe that genuine connection is at the heart of what people value most, so it’s our commitment to bring humanity to everything we do. Ideas are easy. Results are hard. That’s why we create value in every experience, empowering teams, innovating meaningful programming and driving creativity you can measure. It’s about reimagining at the property level, where signature moments take root, iconic brands are born and real impact results from the experiences we deliver. Our team members are the soul of our company, and they embody our company values:

Integrity Empowerment Relationships Performance Innovation Balanced Life

We believe that when we have the opportunity to bring our authentic selves to work each day, we can build something truly incredible. That’s why we’re committed to building a company where everyone can be their true selves. We’re not just talking about hiring a diverse team or serving diverse customers. We’re creating a space where everyone is welcomed and celebrated for who they are.

Summary

The Overnight Guest Service Agent plays a crucial role in ensuring the smooth operation of the hotel during overnight hours. This position is responsible for performing front desk duties, managing guest relations, and conducting nightly financial reconciliations. The ideal candidate will possess strong customer service skills and have a keen attention to detail, ensuring that every guest's experience is exceptional.

Responsibilities

Essential Duties & Responsibilities

• Greet and welcome guests and provide attentive overnight service
• Assist guests with check-in and check-out, registration, payment, credit verification, special requests, and accurate guest information
• Maintain accurate room availability, key control, guest accounts, and front desk records
• Complete guest transactions accurately and follow established procedures for charges, payments, refunds, checks, and cash handling
• Answer and route incoming calls and communicate professionally by phone, email, and written correspondence
• Serve as the primary overnight point of contact for guest needs, concerns, and urgent operational matters
• Receive after-hours on-call requests for designated sister properties and gather complete, accurate information
• Document each after-hours request, including the property, guest or caller, issue, actions taken, responsible party, status, and required follow-up
• Dispatch requests to the appropriate on-call team member, department, vendor, or emergency resource in accordance with established procedures
• Follow up on dispatched requests to confirm receipt, completion, guest communication, and any unresolved next steps
• Escalate emergencies, safety concerns, guest-impacting issues, or unresolved requests to the appropriate manager or on-call leader
• Prepare a clear overnight handoff for Stonebridge Inn and supported sister properties, identifying open items, actions taken, and ownership of follow-up
• Complete and submit the overnight checklist and required reports to the Front Office Manager
• Organize and prepare the front desk for the next day’s arrivals, departures, and operational priorities
• Complete assigned administrative work accurately, including data entry, report preparation, record maintenance, filing, and other front office support
• Coordinate guest needs with relevant departments and arrange bell or transportation services as needed
• Perform PBX and concierge responsibilities as needed and remain knowledgeable about property amenities, events, and the local area
• Address guest concerns professionally, resolve matters within authority, and elevate when management assistance is required.
• Monitor the front desk and public areas, report safety or maintenance issues promptly, and follow emergency and security procedures
• Maintain front desk supplies and keep front desk and team member areas clean, organized, and ready for service
• Handle company property, guest information, keys, records, and equipment responsibly and confidentially
• Communicate relevant overnight information to the Front Office team and other affected departments

Qualifications

Physical Requirements:

• Ability to Lift and Carry Boxes: As part of the job, agents will need to be able to lift and carry packages, boxes, and other items as necessary. These tasks are essential to maintaining the smooth flow of operations and are not considered physically demanding but are important for the role.

Qualifications:

• Flexibility: Willingness to adapt to a demanding schedule, with varying workdays and hours.
• Experience: Previous experience in providing service to others and assisting in creating authentic travel experiences is preferred.
• People Person: A passion for serving others and creating exceptional guest experiences is essential.
• Communication Skills: Strong verbal and written communication abilities, including legible and grammatically correct writing.
• Multi-tasking Ability: Capable of handling multiple tasks while ensuring accuracy and detail-oriented service.

Compensation

The hourly wage for this position is starting at $21.00/hour to $23.00/hour.

As a valued member of the CoralTree team, you'll receive a comprehensive benefits package that includes:

• Health insurance – four plans available including two Health Savings Account eligible plans.
• Dental, vision, life and disability insurance.
• Employee Assistance Program.
• Room discounts for all team members, as well as for their friends and family immediately upon hire.
• Full-time employees are entitled to 5 complimentary nights per year after 6 months of employment.
• Paid time off and paid sick leave.
• Eligible employees, 18 and older can register for a 401(k) with Fidelity after just 3 months of employment, helping you invest in your future; our plan has a company match and no vesting schedule.
• Colorado Family and Medical Leave Insurance Program (FAMLI).

This job posting will close on January 1, 2027 unless it is filled prior to that date.