Night Auditor​/Front Desk Agent

Summary of Position

Night Auditor / Front Desk Agent responsible for overnight hotel operations, including guest check-ins and check-outs, handling reservations, providing customer service, and completing daily financial audits. Ensures accuracy of reports, maintains security, and delivers professional, friendly service during overnight hours.

Reports to:

Front Desk Manager/Director of Front Desk

Supervises: NA

• Must be 18 years of age or older
• Excellent written and verbal communication to interact with clients, vendors, staff, and guests
• Must be able to speak, read, write and communicate in English to adequately perform the duties of the job
• Excellent problem-solving abilities and attention to detail
• Capacity to identify and resolve issues promptly and efficiently
• Ability to work in a fast-paced environment and handle multiple tasks
• Proficient in using computer systems and hotel management software
• Work varying schedules that include evenings, weekends, holidays and extended hours as business dictates.

• High School diploma/GED or equivalent education
• Hospitality training preferred
• Previous experience in customer service role, specifically hospitality or hotel setting
• Proficient computer skills including but not limited to Microsoft Word, Power Point, Excel and Outlook and other required systems.

• Answers hotel guest and resident inquiries
• Answer phone calls, process reservations, and relay messages efficiently
• Communicates effectively regarding room availability, upgrades, general billing inquiries, and other special requests
• Coordinates with the Front Desk, Housekeeping, Security and other departments as needed to address guest and resident needs

• Understand and access the reservation system to ensure accurate reservations, modifications and cancellations
• Prepare and distribute daily financial and occupancy reports for management
• Handle cash, credit card transactions, and billing adjustments accurately
• Maintain accurate guest records and update hotel management systems
• Resolve guest issues promptly while maintaining a calm and courteous demeanor
• Coordinate with housekeeping, maintenance, and management regarding guest needs and overnight issues
• Ensure compliance with hotel policies, safety procedures, and confidentiality standards
• Set up front desk for the next day's operations

• When needed, train and mentor new team members on Fire Command & Safety procedures, hotel reservation procedures, and customer service standards

• Ensure compliance with Fire Command and Hotel Policies, Procedures, and industry regulations

• Completes training and other duties as assigned.

Demonstrates Showboats core values in the performance of position responsibilities:

1)
Friendly Focused – we are committed to creating a fun environment that embraces families and children of all ages.

2)
Kindness Focused – we demonstrate kindness in everything we do, seeking to uplift and support all of those around us.

3)
Team Spirit – we foster a respectful workplace where team members work together to exceed our guest's expectations.

4)
Hearts that Serve – we are driven by a passion to bring joy and happiness to the guests that we serve.

5)
Take Ownership – we take full responsibility for our actions and the resulting outcomes, embracing personal accountability.

• The ability to attend work predictably and regularly and to be punctual.
• The ability to work varying schedules including evenings, weekends, holidays, and extended hours as business operations dictates
• The ability to read and understand documents, drawings, and instructions (whether presented in written, oral, diagram or schedule form).
• The ability to work with mathematical concepts and to apply concepts to practical situations.
• The ability to work cooperatively with others.
• The ability to deal politely and professionally with customers and coworkers.
• The ability to perform several tasks at once.
• The ability to follow directions or instruction.
• The ability to use a computer to…