Overnight Front Desk Agent

Job Description

Job Overview:

As an Overnight Front Desk Agent at Mama Shelter, you are the heartbeat of the hotel when the city goes to sleep. You are the welcoming face (and reassuring presence) for late-arriving guests and early risers. More than just handling check-ins and administrative night audit duties, you embody the vibrant, warm, and offbeat spirit of Mama. You ensure our guests feel safe, looked after, and ready for a smooth transition into a new day.

Key Responsibilities:

• Guest Journey & Check-in: Greet late-night arrivals with high energy and genuine warmth, handle seamless check-ins/check-outs, and manage room assignments according to MAMA standards.

• Night Audit & Reporting: Execute daily night audit procedures accurately, balance accounts, reconcile cash drawers, and generate essential end-of-day financial and operational reports for management.

• Safety & Security: Act as the primary point of contact during the night shift for any security or emergency matters, monitoring property access and collaborating closely with security staff to guarantee a secure environment.

• Guest Assistance: Handle late-night inquiries, resolve minor guest complaints with empathy and quick problem-solving skills, and fulfill special requests (e.g., extra amenities, local late-night recommendations).

• Communication & Handover: Prepare detailed shift handover logs, communicating any unusual occurrences, maintenance issues, or VIP arrivals to the morning team.

• Multitasking & Support: Assist with answering overnight phone calls, managing reservations, and supporting other departments (such as F&B or housekeeping) if urgent needs arise.

Qualifications

Qualifications & Skills:

• Previous experience in Front Desk or Night Audit within a lifestyle or boutique hotel environment.

• Fully bilingual (English/Spanish is a must; additional languages are a huge plus).

• Proficiency in hotel management software (PMS) and basic accounting/cash handling.

• Excellent problem-solving skills, emotional intelligence, and ability to work autonomously during overnight hours.

• A vibrant, easy-going personality that fits right into the Mama culture!

Additional Information