A Hotel Desk Clerk provides service to customers at the front desk of a hotel. Takes room reservations, checks in guests and handles payments; answers questions and arranges for room services requested by customers.
Front Desk/Reservations Agent (3pm-11pm / $16.00/hour + $1.00 shift differential)
JOB OVERVIEW
The Guest Services & Reservations Agent is responsible for delivering exceptional, personalized service to every guest while managing front desk and reservation functions with accuracy and accountability. This role serves as a key point of contact for guests, ensuring a seamless experience from arrival to departure. Success in this position requires strong attention to detail, proactive communication, and full ownership of guest satisfaction and operational responsibilities.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Deliver outstanding guest service by creating a welcoming, attentive, and solution-oriented environment for all guests Answer and direct phone calls promptly and professionally, ensuring all inquiries are handled with care and efficiency Accurately manage reservations, check-ins, and check-outs, maintaining complete ownership of each guest interaction Take accountability for guest satisfaction by proactively addressing concerns, resolving issues, and following through to completion Communicate effectively with supervisors regarding group status, guest needs, and operational updates Coordinate closely with housekeeping to prioritize VIP arrivals and ensure rooms are ready to standard Promote room upgrades, packages, and resort amenities that enhance the guest experience and maximize revenue opportunities. Maintain clear and detailed shift communication, including group updates, sales strategies, and pending guest follow-ups Conduct courtesy calls to ensure guest satisfaction and identify opportunities to enhance the stay experience Proactively anticipate guest needs and take thoughtful initiative to deliver attentive, personalized assistance. Handle administrative tasks including guest accounts, billing, wake-up calls, and special requests with precision and care Maintain a clean, organized, and fully stocked front desk and work area Ensure accurate cash handling procedures, including balancing drawers, verifying deposits, and closing shifts responsibly Communicate and document early/late arrivals, departures, stayovers, and special requirements clearly Uphold strict key control procedures to ensure guest safety and security Report maintenance concerns and work orders promptly and follow up to ensure timely completion and guest satisfaction. Support fellow team members and collaborate across departments to ensure daily operational goals are achieved and service standards are maintained. Complete all shift checklists thoroughly and take ownership of assigned responsibilities Demonstrate a willingness to mentor and train new associates while fostering a positive and team-oriented work environment. Perform additional duties and responsibilities as assigned by the Supervisor or General Manager. Night Auditor (11pm-7am / $17.00/hour)
JOB OVERVIEW
The Night Auditor plays a key role in delivering a seamless, elevated guest experience during the overnight hours while ensuring accuracy, accountability, and operational excellence. This position is responsible for completing the daily audit process with precision and reporting any discrepancies to leadership in a timely manner. The Night Auditor serves as a welcoming and professional point of contact for guests, handling reservation and inquiry calls, overseeing front desk operations throughout the night shift, and ensuring every guest interaction reflects the highest standards of hospitality. Responsibilities include assisting with check-in and check-out, reviewing guest accounts and payments, and anticipating guest needs to create a safe, comfortable, and memorable stay experience.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Deliver exceptional, personalized service to all hotel guests with warmth, professionalism, and attention to detail. Perform daily quality assurance checks to ensure operational standards and service excellence are consistently met. Communicate clear, accurate, and timely shift updates in the digital logbook and records system. Ensure a smooth transition of information between shifts, including group details, guest needs, and current selling strategies. Schedule and coordinate wake-up calls with accuracy and care. Coordinate prompt delivery of guest-requested amenities with a focus on comfort and satisfaction. Maintain strict key control procedures always ensuring guest and property security. Complete end-of-shift balancing and closing procedures with accuracy and accountability. Create, modify, and confirm reservations while providing attentive service and thoughtful recommendations when appropriate. Conduct thorough review of daily transactions, identifying and reporting discrepancies with accuracy and professionalism. Organize and prepare all necessary materials and communication for the incoming shift to ensure operational continuity. When an MOD is not available complete the necessary MOD duties such as responding to guest concerns with empathy and urgency, oversee reservation accuracy and resolve discrepancies, manage tax-exempt processing and reconciliation, review guest billing, resolve folio inquiries, and ensure accurate postings and adjustments records. Demonstrate a willingness to mentor and train new associates while fostering a positive and team-oriented work environment. Perform additional duties and responsibilities as assigned by the Supervisor or General Manager.
EXPERIENCE
Basic computer knowledge Previous hospitality, reservations, customer service, or hotel experience preferred. Experience providing exceptional guest service in a fast-paced environment is highly desirable.
Job Type:
Full-time Pay:
$17.00 per hour
Benefits:
Dental insurance Health insurance Paid time off Vision insurance Ability to
