Overnight Guest Services Coordinator

2 months ago

Lexington, Kentucky, United States Tru by Hilton University Medical Center Full time
Night Auditor

REPORTS TO: Front Desk Supervisor
FLSA STATUS: Non-Exempt, Hourly

SCHEDULE: Overnight shifts

POSITION SUMMARY

As a vital member of our hotel team, you will ensure a seamless experience for our guests during the night hours. Your responsibilities will include managing guest registrations, assigning rooms, issuing keys, and maintaining accurate records of room occupancy and guest accounts. You will also handle reservations, address guest inquiries, and process payments for departing guests. This role requires a commitment to excellence during overnight shifts.

RESPONSIBILITIES
  1. Conduct nightly audits and manage bookkeeping tasks to ensure accurate financial records.
  2. Welcome guests, register them, and allocate rooms according to their preferences.
  3. Coordinate with housekeeping and maintenance teams to resolve guest issues promptly.
  4. Distribute room keys and guide guests to their accommodations.
  5. Handle reservations and confirmations efficiently.
  6. Verify guest payment methods and ensure proper billing procedures.
  7. Maintain detailed records of room availability and guest accounts.
  8. Post charges for various services to the appropriate ledgers.
  9. Review bills with guests during the checkout process.
  10. Document guest feedback and escalate concerns to management when necessary.
  11. Calculate bills, process payments, and provide change as needed.
  12. Manage communication by transmitting and receiving messages via telephone.
  13. Respond to inquiries regarding hotel services, guest registration, and local attractions.
  14. Notify housekeeping staff when rooms are ready for cleaning.
  15. Maintain cleanliness in the lobby and common areas, including restocking supplies.
  16. Sort and manage incoming mail and messages.
  17. Assist guests with arrangements for tours, transportation, or dining reservations.
  18. Safeguard guests' valuables in hotel safes.
  19. Oversee and coordinate the work of other staff members as needed.
EDUCATION AND BACKGROUND REQUIREMENTS

High school diploma is mandatory.

Previous experience in customer service is essential.

QUALIFICATIONS REQUIRED

To excel in this role, candidates must demonstrate proficiency in essential duties. The qualifications listed below represent the skills and abilities required for success. Reasonable accommodations may be provided for individuals with disabilities.

SKILLS REQUIRED

Strong numerical and analytical skills are necessary.

Excellent verbal and written communication abilities are required.

Proficiency in Microsoft Office Suite and hospitality software is essential.

Problem-solving and critical thinking skills are vital.

Ability to convey information clearly and effectively.

Strong listening skills and the ability to engage with guests attentively.

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