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Hotel Guest Service Agent (Night Shift)

The Liberty Trust
Roanoke, VA
  • Posted: over a month ago
  • Nights
Job Description

Job Summary:

The Hotel Night Auditor is responsible for knowing all the procedures and processes of the hotel (including all operational, accounting, reservations, and guest service procedures) and monitoring them for normal function and catching any discrepancies.  The Night Auditor position is responsible for the safekeeping of our guests and the hotel overnight, along with taking reservations, checking in and responding to requests and concerns from guests, auditing and balancing all in-house guest accounts, and maintaining the cleanliness and appearance of the lobby.  This is a service oriented position and requires outstanding interpersonal communication skills, friendly professionalism, and the ability to remain calm in an emergency.  This position has cash control and accounting responsibilities.


  • Answer phones including taking reservations and directing calls as needed.
  • Welcome guests upon arrival and help them with any overnight needs.
  • Check-in and register guests, including collecting contact info and confirming their dates of stay, and making sure they are assigned to an appropriate room and given keys.
  • Make sure that all end of day/shift tasks for prior shifts are completed.
  • Make sure wake up calls are in place.
  • Balance the cash drawer and make sure that previous shifts were in balance and all payments collected.
  • Reconcile Front Desk beverage inventory.
  • Audit all in-house guest accounts making sure all charges are posted and that appropriate credit cards have been authorized for the correct amount.  Correct any errors as needed.
  • Confirm that all credits issued are correct and note the reason on the night audit report.
  • Monitor Property Management System for errors and discrepancies and correct as needed.
  • Monitor the cancellations in the past 24 hours; confirm all cancellation policies were followed and note discrepancies on the night audit report.
  • Monitor all new bookings in the past 24 hours; read all comments and note any anomalies in the night audit report.
  • Assign rooms, prepare keys and print registration cards for next day’s arrivals.
  • Note any special requests on the next day’s arrivals and communicate to next Front Desk shift
  • Double check all registration cards in bucket making sure that they are properly checked into the system.
  • Process No Shows correctly and note on the night audit report.
  • Reconcile and run Night Audit and End of Day Reports using the night audit checklist as a guide, including closing and processing credit card batches.
  • Periodically walk the premises to make sure there are no security, maintenance, or other issues.
  • Assist guests with local information, restaurant recommendations, directions, and other concierge services.
  • Check guests out making sure that payments are captured correctly.
  • Respond to guest concerns and requests in a timely and professional manner, alerting management of any complaints via email or a call if it is urgent or an emergency.
  • Maintain and execute sanitation schedule for keys, pens, workstations, lobby touchpoints, etc.
  • Performs other duties as assigned. The Company reserves the right to add or change at any time.

Required Skills/Abilities:

  • Knowledge of local area attractions, restaurants, and shops
  • Excellent verbal and written communication skills.
  • Excellent math and basic accounting skills
  • Excellent interpersonal and customer service skills.
  • Excellent organizational skills and attention to detail.
  • Strong analytical and problem-solving skills.
  • Strong knowledge of emergency procedures
  • Ability to work independently
  • Ability to prioritize tasks.
  • Ability to function well in a high-paced and at times stressful environment.

Education and Experience:

  • High school diploma or equivalent.
  • At least 1 year Night Auditor or equivalent experience preferred

Physical Requirements:

  • Able to stand for prolonged periods of time at front desk station
  • Able to climb stairs and assist guests with luggage
  • Able to walk hallways and perimeter of property
  • Able to twist, bend and reach
  • Able to lift up to 25 pounds

Competitive Compensation and Benefits including health, dental and vision insurance along with 401(k) plan . We are an equal opportunity employer and a drug-free workplace. This is a position which will require work on weekends, nights and holidays.   Please, no phone calls about this job!

EOE/AA. We provide equal opportunity without regard to race, color, national origin, religion, sex, age, marital status, or disability.

The Liberty Trust


Roanoke, VA



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