Overnight Guest Services Agent

Overnight Guest Service Agent

Under the general guidance of the Guest Experience Manager, the Overnight Guest Service Agent is responsible for delivering exceptional service to guests throughout their stay by providing a warm welcome, smooth check-in and check-out processes, and personalized assistance. This role serves as the primary point of contact for guests and ensures that all interactions reflect the hotel's standards of hospitality, professionalism, and service excellence. The Guest Service Agent also handles reservations, guest inquiries, billing, and coordinates with other departments to ensure a seamless and memorable guest experience.

YOUR KEY RESPONSIBILITIES:

• Greet all guests warmly upon arrival, ensuring a smooth and efficient check-in process
• Handle guest departures, process payments, and issue accurate receipts during check-out
• Answer and direct incoming phone calls promptly and courteously; assist with reservations, inquiries, and internal requests
• Provide detailed information about hotel amenities, services, and local attractions; proactively upsell enhanced services and room upgrades
• Anticipate guest needs and respond promptly to requests, complaints, or concerns, ensuring high levels of guest satisfaction
• Review daily arrivals and departures, block rooms for special requests, VIPs, or package reservations
• Maintain accurate room inventory and communicate updates to appropriate departments
• Coordinate with housekeeping and other departments to ensure timely room readiness for arrivals
• Process no-show charges and ensure accurate posting in the property management system (PMS)
• Manage reservation changes, early departures, extensions, and cancellations following hotel policies
• Monitor and respond to guest messages, wake-up calls, and special delivery requests
• Maintain front desk security and safety procedures, including key control and lost & found
• Reconcile cash drawer and post charges accurately to guest folios
• Support the night audit process and assist in generating required reports, if applicable
• Perform daily checklist tasks and maintain the cleanliness and organization of the front desk area
• Foster positive working relationships with all hotel departments to ensure seamless guest service
• Handle emergency situations calmly and efficiently, following established protocols
• Perform any other job-related duties as assigned by the Front Office Manager or supervisor
• We recognize we are in the hospitality industry and that may require us to provide lateral service.
• We will on occasion call for each individual in the team to on a routine basis perform various related tasks as needed in the spirit of providing exceptional guest service.

ADDITIONAL RESPONSIBILITIES:

• Communicate effectively, both verbally and in writing, to provide clear direction to the venue teams.
• Communicate with team members using a positive and clear speaking voice, listen to and understand requests, respond with appropriate actions and provide accurate information.
• Remain calm and alert, especially during emergency situations.
• Make decisions and take actions based on previous experience and good judgment, sometimes revising procedures to accommodate unusual situations.

SPECIFIC JOB KNOWLEDGE & SKILLS:

• High School Diploma or equivalent required
• Minimum of one to two years of experience in a customer service-driven hotel or resort environment, preferably within the Front Desk area
• Previous experience in a high-end luxury, gaming, or upscale hospitality environment is highly desirable
• Excellent verbal and written communication skills in English; ability to communicate clearly, politely, and professionally with guests and team members
• Strong organizational, analytical, and problem-solving skills; ability to maintain composure and professionalism under pressure
• Proven customer service excellence with a team-oriented mindset and professional maturity
• Ability to multitask effectively and manage competing priorities in a fast-paced environment while maintaining meticulous attention to detail
• Demonstrated ability to resolve guest conflicts independently or escalate issues to management when necessary
• Ability to work collaboratively within a team environment, supporting colleagues and promoting positive workplace culture
• Knowledge of property management systems (PMS), with experience using Opera or similar systems considered a plus
• Flexibility to work varied schedules, including weekends, holidays, and peak business periods
• Additional language proficiency is a strong asset and preferred
• Basic knowledge of local area attractions, transportation, and services to assist guests effectively
• Familiarity with hotel safety, security, and emergency response procedures
• Strong computer literacy and ability to use phone systems, email, and Microsoft Office applications
• Commitment to maintaining a polished professional appearance and adhering to uniform or dress code standards
• All team members must maintain a neat, clean and well-groomed appearance. Specific department uniform guidelines and/or required articles of clothing will be explained to you by your supervisor.

All your information will be kept confidential according to EEO guidelines.