Overnight Front Desk Associate

This role requires overnight from 11PM - 7AM, weekend, and holiday availability. This is a part-time position with variable hours based on availability and business needs. Flexibility with scheduling is essential to meet the needs of our hotel operations.

JOB SUMMARY

The Overnight Front Desk Associate is responsible for delivering courteous, professional guest service during overnight hours while completing nightly audit and end-of-day accounting functions for hotel operations. This position balances guest accounts, reconciles daily transactions, posts charges and payments accurately, prepares required financial and operational reports, and helps maintain a safe, secure, and guest-ready environment overnight. The role supports front desk operations and must adapt to brand and property-specific service standards, amenities, and overnight operating needs.

ESSENTIAL FUNCTIONS

• Provide friendly, professional guest service at all times during overnight hours, including greeting guests, responding to requests, and resolving concerns using sound judgment.
• Check guests in and out efficiently, ensuring an accurate and smooth arrival and departure experience for late arrivals, early departures, and walk-in guests as applicable.
• Input, update, and retrieve reservation and guest account information in hotel systems, including rates, room types, payment methods, and guest preferences.
• Assign rooms based on guest needs, hotel availability, and property procedures, and issue or reissue room keys as needed.
• Explain hotel services, amenities, parking, market or food offerings, and loyalty program information in accordance with Hilton brand standards.
• Complete all nightly audit functions, including reviewing, balancing, and posting room, tax, cash, credit card, and other guest and house account transactions.
• Reconcile daily revenue activity for guest rooms and other hotel outlets or services.
• Verify accuracy of charges, authorizations, settlements, room rates, market or outlet postings, paid-outs, and cash handling activity; identify, research, and correct discrepancies when possible.
• Prepare, print, distribute, or electronically submit required daily, financial, and operational reports for management and other departments.
• Complete end-of-day and system rollover procedures accurately and on time to ensure business date changes are processed correctly.
• Answer and route phone calls, monitor email or front desk communications, and document guest issues, service requests, and audit exceptions appropriately.
• Coordinate with housekeeping, maintenance, and management to communicate room status issues, guest concerns, maintenance needs, and items requiring follow-up.
• Maintain a clean, organized, and guest-ready front desk, lobby, and applicable refreshment or market areas during the overnight shift.
• Monitor hotel activity overnight to support safety, security, and compliance with hotel procedures, including responding appropriately to emergencies, disturbances, or suspicious activity.

OTHER DUTIES

• Support other departments during downtime as assigned, including light cleaning or operational tasks.
• Attempt to communicate with guests in the guest's native language when possible and appropriate.
• Support valet operations as needed (Embassy Suites Buffalo).
• Report maintenance deficiencies, safety hazards, accidents, or injuries promptly to management.
• Follow all safety procedures and be able to recognize and respond appropriately in emergency situations.
• Follow Personal Protective Equipment (PPE) requirements and report defective, damaged, or missing PPE to management.

• Maintain a clean, professional uniform and appearance in accordance with hotel standards.

• Promote a hospitable, guest-focused service environment.
• Perform other duties as assigned.

EDUCATION & EXPERIENCE

• High school diploma or equivalent preferred.
• 1-2 years of hotel front desk, guest service, night audit, or related hospitality experience preferred.
• Previous experience with cash handling, balancing transactions, and payment reconciliation preferred.
• Prior experience completing end-of-day reporting, audit procedures, or financial reconciliation tasks in a hotel or similar environment preferred.
• Experience using a hotel PMS and standard office software preferred.
• Valid driver's license with a clean driving record preferred (Embassy Suites Buffalo)

KNOWLEDGE, SKILLS & ABILITIES

• Strong customer service orientation and ability to communicate professionally with guests, vendors, and team members during overnight operations.
• Ability to perform mathematical calculations accurately and reconcile financial data, including cash, credit card transactions, folios, and daily postings.
• Knowledge of cash handling procedures, balancing a cash drawer, payment reconciliation, and identifying transaction discrepancies.
• Ability to complete nightly audit functions, including reviewing system reports, balancing transactions, posting adjustments, and processing end-of-day rollover procedures.
• Strong attention to detail with the ability to identify, investigate, document, and resolve discrepancies in guest accounts or financial reports.
• Understanding of credit card processing, authorizations, settlements, and payment exception handling.
• Ability to follow established procedures for guest payments, adjustments, rate corrections, account corrections, and financial documentation.
• Ability to handle confidential guest and financial information with integrity and discretion.
• Strong verbal and written communication skills and the ability to read, write, listen, and communicate effectively in English.
• Strong organization and time-management skills with the ability to work independently, prioritize tasks, and manage overnight responsibilities with limited supervision.
• Ability to access, input, retrieve, and verify information accurately using computer based systems.
• Ability to recognize and respond appropriately to emergency, security, and guest service situations during overnight hours.
• Ability to work in a 7-day per week, 24-hour per day business environment, including overnight shifts, weekends, and holidays as scheduled.

PHYSICAL DEMANDS & WORK ENVIRONMENT

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.

• Ability to stand for the duration of the shift at the front desk, with periodic walking throughout the lobby and back-office areas (typically 8-hour shifts).
• Frequent walking; occasional bending, stooping, and reaching to assist guests, access supplies, and perform lobby and front desk area walk-throughs.
• Ability to read and verify identification, reservations, and folios; process payments and complete accurate data entry.
• Frequent speaking and active listening with guests and team members, including in-person and phone communication.
• Frequent use of hands and fingers to operate a computer, credit card terminal, key card encoder, and multi-line phone system.
• Frequent reaching and grasping (e.g., handling documents, key packets, supplies, and guest items at the front desk).
• Ability to lift, push, or pull items up to 30 lbs (e.g., moving boxes of supplies, repositioning small lobby items, or assisting with guest luggage when needed).
• Work is performed primarily indoors in a public-facing hotel lobby/front office environment with frequent guest interaction, occasional high volume/peak periods, and typical background noise.
• Frequent close vision and screen time for extended periods while using property management systems and other office equipment.

Uniland Hospitality is an equal opportunity employer and does not discriminate on the basis of any legally protected status or characteristic. Protected veterans and individuals with disabilities are encouraged to apply.

Applicants must be legally authorized to work in the United States at the time of hire. No visa sponsorship is available for this position.

11PM - 7AM