Overnight Guest Services and Security

Summary

The Overnight Guest Services Agent has five primary responsibilities:

1. Must act as a front desk agent on the night shift, answering phones, checking-in and checking-out guests, accepting payments, and providing other customer service.

2. Responsible for running the Night Audit. These night auditor duties are basic and often tantamount to data entry, but a bookkeeping background is helpful.

3. Responsible for housekeeping tasks as needed, including, but not limited to: laundry, clearing the hallways of trays or other food items left by guests outside their rooms.

4. Setting up the Sun Room at 7 AM for breakfast service.

5. Security of company properties.

Front Desk Agent Responsibilities

• Secure the hotel at the beginning of shift

• Follow up and complete work left from the day shifts

• Ability to operate multi-line phone

• Provide information and explain property amenities to our guests

• Provide courteous service to our guests and be cordial to all Team Members

• Provide guests with information on local attractions

• Resolves or refers to Management all guest concerns, complaints or suggestions in a continuous effort to provide superior guest service

• Ensures management is aware of guest special requests or needs. Ensures guests’ profiles are properly noted in Room Master for action by the appropriate hotel department prior to check-in

Night Audit Principal Activities & Responsibilities

Audit hotel paperwork to ensure the day has balanced

• Posts room charges and taxes to guest accounts

• Verifies all account postings and balances

• Verifies all hotel paperwork is correct and balanced

• Runs preliminary reports

• Processes no shows and close of day

• Settle guest accounts with the ability to make good business decisions regarding discounts

• Remains current on room rates, room availability and emergency procedures

• Remains current on groups and property events

• Communicate effectively both orally and in writing

• Other duties as directed by management

Security Responsibilities

• Patrol the interior of and the perimeter of the hotel and its properties to observe and identify potential safety risks, security risks and undesirable conditions

• Respond to emergency situations including, but not limited to, safety hazards, fires, medical emergencies and threats to life and/or property

• Promote safe work practices

• Initiate preliminary investigations into incidents, as needed

• Write reports and ensure accuracy of necessary documentation, as needed

Physical & Mental Demands

• Able to project a professional manner at all times

• Able to stay calm in difficult situations

• Must be able to stand and/or sit for long periods of time

• Must be able to maintain focus in a high volume, fast-paced environment

• Must be able to multi-task

Minimum Job Requirements

• Must be at least 18 years of age

• High school graduate or equivalent required, college degree preferred

• Customer Service and Accounting knowledge preferred

• Organization and administration skills required

• Ability to work without supervision, to organize and track multiple projects with large amounts of detail necessary

• Ability to meet deadlines, and work well in pressure situations

• This position is subject to pre-employment drug testing and criminal history background check