Front Desk Agent Job Description

The front desk agent serves as the face of the hotel, responsible for the entire guest cycle from reservation to departure. Key duties include managing check-ins/check-outs, handling guest inquiries and complaints, processing payments, coordinating with housekeeping for room readiness, and providing information on hotel services. They are the first and usually the last point of contact, managing the overall guest experience. 

Core Front Office Duties & Responsibilities

• Guest Registration and Check-in/Check-out: Efficiently managing guest arrivals and departures, creating key cards, and managing the booking system.
• Reservations Management: Handling incoming calls, emails, brand portal messages and online reservations, including changes and cancellations.
• Guest Communication & Information: Welcoming guests, informing them about amenities and local attractions, and passing along any vital information to guests,
• Financial Transactions: Processing payments, verifying credit card data, collecting deposits, and managing billing/settlements.
• Departmental Coordination: Serving as the liaison with housekeeping for room readiness and maintenance for repairs.
• Guest Services & Complaint Resolution: Addressing guest issues promptly and professionally to ensure satisfaction.
• Security & Compliance: Ensuring guest safety by verifying IDs, securing keys, and enforcing hotel policies. 

Night Auditor Job Description

A hotel night auditor works the overnight shift (typically 11 PM to 7 AM), acting as both a front desk agent and an accountant. They check in/out guests, handle security, and balance the day's financial transactions, including credit card and cash reports, ensuring all accounts are accurate before preparing reports for management. 

Key responsibilities include:

·         Front Desk Duties: All front desk agent duties and responsibilities assigned.

• Accounting/Auditing: Reconciling revenue, balancing cash drawers, posting charges, and running the "night audit" (end-of-day reports).
• Guest Services: Handling late check-ins/check-outs, processing reservations, answering phones, and addressing guest requests or complaints.
• Security & Safety: Managing the front desk security, conducting security patrols of common areas, and acting as the emergency contact for hotel guests.
• Administrative Duties: Preparing breakfast areas (if required), preparing reports for the morning shift, and resolving any accounting discrepancies. 

Key Skills Required

·         Schedule Flexibility: Ability to work overnight, weekends, & holidays.

·         Attention to Detail: The night audit reporting must be balanced, and all transactions of the day must be accurately accounted for in reports.

·         Ability to Self-Manage: Most of the time the night auditor will be the manager on duty and responsible for the hotel property overnight

·         Dependable: Always on time for scheduled shifts and reliability as the hotel depends on the night auditor to cover the hotel operations overnight

Night auditors generally need strong math skills, experience with Property PMS (like FOSSE, Opera, or Maestro), and the ability to work independently. Leadership skills are also necessary as during the night audit shift, auditor will be only hotel staff on property. 

Key Skills Required

• Communication & Interpersonal Skills: Excellent verbal and written skills for guest interaction. Efficiently resolving guest complaints and issues.
• Organization & Multitasking: Ability to manage multiple requests and bookings simultaneously.
• Technical Proficiency: Familiarity with Hotel Management Software (PMS).
• Customer Service Focus: High empathy and a welcoming demeanor

·         Schedule Flexibility: Ability to work early mornings, nights, weekends, & holidays.