The Guest Service Representative (GSR) / Night Auditor is a dual-role position responsible for delivering exceptional guest service during the day and performing night audit duties during overnight shifts. This position ensures smooth front desk operations, accurate financial reporting, and a welcoming experience for all guests.

Schedule/Shift

The ideal candidate must have open availability. The anticipated schedule will consist of three days as a Guest Service Representative and two nights as a Night Auditor (covering the current Night Auditor’s days off). Please note that this schedule is subject to change based on business needs.

Key Responsibilities

Guest Service Representative Duties:

• Greet and assist guests with check-in, check-out, and inquiries in a professional and friendly manner.
• Handle reservations, cancellations, and modifications accurately.
• Process payments and maintain accurate records of transactions.
• Respond promptly to guest requests and resolve issues to ensure satisfaction.
• Maintain a clean and organized front desk area.
• Communicate effectively with housekeeping and maintenance teams regarding room status and guest needs.

Night Auditor Duties (Overnight Shifts):

• Balance and reconcile daily financial transactions for all departments.
• Prepare and distribute audit reports for management review.
• Verify the accuracy of guest accounts and correct discrepancies.
• Ensure all end-of-day procedures are completed, including system backups.
• Monitor property security and assist guests during overnight hours.
• Handle late check-ins and early check-outs as needed.

Job Skills

• Speak clearly and listen carefully.
• Use personal judgment and specialized knowledge to give information to people.
• Communicate well with many different kinds of people.
• Change easily and frequently from one activity to another such as from typing to interviewing, to searching in a directory, to using a telephone.
• Use eyes, hands, and fingers accurately while operating a switchboard or computer keyboard.

Physical Requirements

• Ability to speak and hear in English.
• Close and distance vision.
• Frequent sitting with some walking and standing.
• Frequently lifts/carries up to 25 lbs. Continual use of manual dexterity and gross motor skills with frequent use of bi-manual dexterity and fine motor skills.

Working Conditions

• Continually works in normal office conditions and in close proximity to others.

Qualifications

Education - HS Diploma or equivalent.

Experience - Minimum 3 months hospitality, general office, accounts receivable or customer service experience.

Licenses/Certifications - N/A