Guest Service Representative

Job Title: Guest Services Representative / Night Auditor

Location: St. Charles, IL

Department: Front Office

Schedule: Full-Time | Night Shift (hours 9:30 PM – 7:30 AM)

Position Summary:

The Guest Services Representative / Night Auditor is responsible for providing exceptional customer service to guests during the evening and overnight hours, ensuring a smooth and secure environment. This hybrid role combines front desk duties with night audit responsibilities, including balancing daily financial transactions and preparing reports for management.

Key Responsibilities:

Guest Services:

• Greet, register, and check in/out guests with professionalism and warmth.
• Assist guests with inquiries, reservations, and requests via phone, email, or in person.
• Handle guest complaints or issues promptly and escalate when necessary.
• Maintain a clean and organized front desk and lobby area.
• Ensure the security of the hotel and its guests during overnight hours.

Night Audit:

• Accurately reconcile all daily financial transactions and post room charges.
• Balance and audit all accounts for the hotel, including room revenue, cash, and credit transactions.
• Prepare and distribute daily financial reports for management.
• Set up the next day’s system operations (e.g., rollover procedures).
• Monitor overnight activities and ensure compliance with hotel policies.

Qualifications:

• High school diploma or equivalent required; hospitality or accounting coursework a plus.
• Previous front desk or night audit experience preferred.
• Excellent customer service and communication skills.
• Strong attention to detail and ability to multitask.
• Proficiency in hotel management software (e.g., Opera, PMS, or similar systems).
• Basic math and accounting skills required.
• Ability to work independently with minimal supervision.

Physical Requirements:

• Must be able to stand for extended periods.
• May be required to lift or carry up to 25 lbs.
• Must be well groomed and have professional presence.
• Must be able to work overnight shifts, including weekends and holidays.