Night Shift Representative Job Fresno area,California USA,Customer Service/HelpDesk

Position Summary:
The Night Shift Representative is responsible for managing the front desk during overnight hours, serving as the primary point of contact for guests, and executing the "Night Audit" process. This process involves verifying, balancing, and closing out the hotel's daily financial transactions. The ideal candidate must be highly trustworthy, capable of working independently with minimal supervision, and possess a strong blend of mathematical accuracy and hospitable communication skills.
Key

Roles & Responsibilities
The duties of a night shift representative generally fall into three distinct categories: financial accounting, guest relations, and safety/security.
1. The Night Audit & Financial Duties
The critical financial transition from one business day to the next happens during this shift.

Run the Night Audit: Initiate and oversee the automated Property Management System (PMS) rollover to start the new business day.
Balance the Ledger: Verify that all daily room charges, taxes, phone charges, and marketplace purchases match the daytime cashier reports.
Correct Discrepancies: Research and fix any posting errors, double-billing issues, or misallocated payments before completing the audit.
Process Payments: Handle late check-out fees, early check-in charges, and process corporate billing or credit card batches.
Compile Reports: Prepare and distribute daily financial summaries (occupancy percentages, revenue per available room, and cash logs) for the management team to review in the morning.

2. Front Desk Operations & Guest Relations
You are the "face of the hotel" for any guests awake during the night.

Late Check-ins & Early Check-outs: Greet, register, and assign rooms to travelers arriving late, and efficiently check out early risers.
Resolve Guest Complaints: Handle overnight issues—such as noise complaints, malfunctioning room keys, or Wi-Fi connectivity problems—with empathy and speed.
Manage Reservations: Take walk-in bookings, answer overnight phone inquiries, and process cancellations.
Morning Prep: Coordinate with the housekeeping or breakfast staff, often setting up the early-morning coffee station or continental breakfast layout.

3. Safety, Security, and Emergency Response
Because management is off-site, the night shift representative is the primary protector of the property.

Secure the Premises: Lock exterior doors at designated times, monitor security camera feeds, and conduct periodic walkthroughs of hallways and parking lots.
Enforce Hotel Policies: Address loud parties or unauthorized guests to maintain a quiet, peaceful environment for sleeping guests.
Emergency Management: Act as the main point of contact for local authorities (police, fire, EMT) in the event of an overnight emergency, evacuation, or power outage.

Required Skills & Qualifications

The Night Shift Reality: Working independently means you must be a natural problem solver. When an issue arises at 3:00 AM, you are the decision-maker.

Experience: High school diploma required; previous hospitality, front desk, or bookkeeping experience is highly preferred.
Tech-Savvy: Proficiency with computers and hotel Property Management Systems (e.g., Opera, FOSSE, Choice

ADVANTAGE).
Basic Math Skills: Comfort dealing with numbers, balancing cash drawers, and auditing financial spreadsheets.
Stamina: The ability to stay alert, focused, and pleasant throughout an entire overnight schedule.

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