Night Audit Front Desk Agent / Guest Service Representative (GSR)

Job Description

Job Description

Job Title: Night Audit Front Desk Agent / Guest Service Representative (GSR)

Note that this position is for the 11pm to 7am Night Audit Shift.

Company: NexGen Management

Location: Fairfield Inn & Suites and Residence Inn San Antonio Downtown/Market Square

Job Type: Full-time/Part-time 

About NexGen Management: NexGen Management is a growing hotel management company dedicated to delivering exceptional guest experiences through efficient operations and a committed team. We manage a portfolio of limited-service hotels where cleanliness, functionality, and outstanding service are paramount. We believe in Guest-Centric Excellence, Accountability & Ownership, Proactive Problem Solving, Teamwork & Respect, and Efficiency & Continuous Improvement. If you embody these values, you'll thrive with us!

Position Summary: The Front Desk Agent/Guest Service Representative (GSR) is the heart of our hotel, serving as the first point of contact for all guests. This role is crucial for creating a welcoming atmosphere and ensuring a smooth and pleasant stay from check-in to check-out. The GSR is responsible for providing friendly, efficient, and professional service while managing guest inquiries, reservations, and front office operations. This position reports to the General Manager or Front Office Manager.

Key Responsibilities:

• Guest-Centric Excellence & Check-in/Check-out:
  • Warmly greet guests upon arrival and departure, creating a positive first and last impression.
  • Efficiently and accurately process guest check-ins and check-outs, handling registration, room assignments, and payment processing.
  • Anticipate and respond to guest needs and requests with a proactive and courteous attitude, demonstrating Guest-Centric Excellence .
  • Provide information about hotel facilities, services, local attractions, and directions.
• Reservation Management:
  • Handle new reservations accurately and efficiently via phone, email, and in-person, ensuring all details are captured correctly.
  • Process cancellations, modifications, and special requests.
  • Maintain accurate guest records and room inventory.
• Problem Solving & Issue Resolution:
  • Actively listen to guest concerns, complaints, or issues and resolve them promptly and professionally.
  • Proactively Problem Solve by escalating complex issues to the General Manager when necessary, ensuring guest satisfaction.
  • Follow up with guests to ensure their concerns have been addressed to their satisfaction.
• Communication & Teamwork:
  • Maintain clear and consistent communication with other departments (Housekeeping, Maintenance) to ensure smooth operations and timely guest service.
  • Answer incoming calls and direct them appropriately, taking messages when necessary.
  • Collaborate with team members to support overall hotel operations, fostering an environment of Teamwork & Respect .
• Financial Transactions & Accountability:
  • Handle cash, credit card, and other financial transactions accurately and securely.
  • Process payments, post charges, and reconcile accounts at the end of the shift.
  • Maintain a balanced cash drawer and demonstrate Accountability & Ownership for all transactions.
• Safety & Security:
  • Be aware of and adhere to all hotel safety and security procedures.
  • Monitor lobby activity and report any suspicious behavior.
  • Handle emergency situations calmly and follow established protocols.
• Efficiency & Continuous Improvement:
  • Maintain a clean, organized, and welcoming front desk area.
  • Look for opportunities to improve front desk processes and guest service delivery, contributing to Efficiency & Continuous Improvement .

Qualifications:

• High school diploma or equivalent required.
• Previous customer service experience, preferably in a hotel, retail, or hospitality environment.
• Excellent verbal and written communication skills.

• Strong interpersonal skills with a friendly and professional demeanor.
• Proficiency with computer systems, including property management systems (PMS - experience with [mention specific PMS if applicable, e.g., OnQ, FOSSE, Opera] is a plus).
• Ability to handle cash and process payments accurately.
• Strong organizational skills and attention to detail.

• Ability to multitask and work effectively in a fast-paced environment.
• Ability to stand for extended periods and lift up to 20 pounds occasionally.
• Flexibility to work various shifts, including mornings, evenings, weekends, and holidays.