Night Agent

Job Description

Summary

The Night Agent plays a pivotal role in ensuring the seamless operation of the hotel during overnight hours. This role is responsible in encompassing both guest service and financial management, contributing to an exceptional guest experience and maintaining the hotel's financial integrity.

Responsibilities

• Manage the check-in/check-out process during overnight hours, ensuring efficient and timely service for late arrivals and early departures.
• Provide excellent customer service by assisting guests with inquiries, requests, and ensuring a smooth and comfortable stay.
• Handle guest complaints and concerns, addressing them promptly and ensuring guest satisfaction during the night shift.
• Generate and distribute daily financial reports, highlighting occupancy rates, revenue, and other key metrics.
• Ensure accurate recording and handling of cash and credit transactions, following hotel policies for billing and payment processing.
• Manage cash drawers, process payments, and ensure accurate cash handling procedures.
• Reconcile all financial transactions from the day, ensuring all charges, payments, and other transactions are accurate and balanced.
• Review and verify reports, including room charges, restaurant bills, and any other charges, ensuring all discrepancies are resolved before morning.
• Coordinate with housekeeping, maintenance, and other departments to address guest needs and resolve issues promptly.
• Prepare guest arrival lists and ensure all overnight guest details are recorded correctly in the property management system (PMS).
• Perform any other duties or responsibilities as assigned by management to support the effective operation of the department and the broader goals of the property.

Qualifications

Experience

• 2 years minimum experience in a similar capacity within a luxury hospitality environment.
• Must possess outstanding Guest services skills, professional presentation and sophisticated communication skills.
• Proficient in English language (verbal & written), Russian language proficiency is an asset.
• Must be able to handle a multitude of tasks in an intense, ever-changing environment while remaining calm and collective.
• Must be flexible in terms of working hours.
• A hospitality diploma is an asset.
• Computer literacy in Windows, MS Office Suite, and Opera PMS systems is recommended.
• Must have the ability to handle cash effectively and accurately