Overnight Front Desk Agent

Rosewood Little Dix Bay Front Office Position

Essential Duties and Responsibilities

• Maintain full knowledge of all departmental policies, Rosewood Hotels & Resorts standards, LQA, and Forbes service expectations.

• Deliver exceptional guest service by anticipating needs, resolving issues promptly, and building strong guest rapport.

• Answer guest phone calls and text messages in a timely, courteous manner following telephone etiquette guidelines.

• Provide clear, accurate information and assistance on guest folios, billing inquiries, invoice posting, and correction of charges.

• Support airport greeter responsibilities when operationally necessary.

• Ensure the accuracy of the daily transfer list for arrivals and departures from Virgin Gorda Airport or Terrance

B. Lettsome International Airport.

• Post all fixed charges accurately and confirm that necessary entries are recorded in the Property Management System (PMS).

• Update guest profiles with correct estimated times of arrival (ETA) and departure (ETD).

• Assist with aspects of night audit-related preparation as directed by management.

• Serve as the primary overnight presence at the Front Office, ensuring guest safety, confidentiality, and comfort.

• Cover the Overnight Front Desk Agent shift when needed to support the department's 24-hour operation.

• Ensure cleanliness, sanitation, and organization of the lobby, desk area, and related workstations during the shift.

• Ensure proper use, handling, and care of all Front Office equipment and communication tools.

• Remain flexible and ready to support various operational areas as required by business levels.

• Maintain a calm and confident demeanor during emergencies, guest issues, or unexpected situations.

• Support incident documentation and communication to management when required.

• Perform additional duties, special projects, or tasks assigned by leadership to support overnight operations.

• Maintain overnight logs and update the morning shift on pending tasks, guest requests, or incidents.

• Complete all overnight procedures, checklists, and assigned operational tasks accurately and on schedule.

• Verify guest registrations, room assignments, room status updates, and guest information for accuracy.

• Perform daily bucket checks, room status verifications, and guest account reviews.

• Perform night audit procedures in accordance with company policies and established financial controls.

• Verify guest folios, room rates, packages, meal plans, routing instructions, and billing arrangements for accuracy.

• Reconcile daily transactions, payments, refunds, and revenue postings.

• Review negative unallocated deposits, advance deposits, credit limit exceptions, and unusual transactions, reporting discrepancies to management.

• Process manual postings, adjustments, rebates, and refunds in accordance with approved policies.

• Monitor guest accounts and report billing discrepancies or unusual account activity.

• Ensure refunds and payment reversals are processed according to company policy and proper authorization requirements.

• Monitor guest credit limits and follow established financial control procedures.

• Generate and distribute required daily reports.

• Maintain a clean, organized, and professional front desk, lobby, and guest-facing areas.

• Track lost and found items, incidents, or maintenance issues.

• Ensure proper functioning and maintenance of equipment, phones, and PMS systems.

• Restock necessary supplies at the front desk.

• Maintain cleanliness and organization of the front desk workstations.

• Audit financial elements required by Night Audit in PMS.

Qualifications

Education & Experience

• High school diploma or equivalent required; hospitality, tourism, or business-related qualification preferred.

• Minimum 1–2 years of experience in a Front Desk, Guest Services, Reception, or Night Audit role within a hotel, resort, or hospitality environment preferred.

• Previous experience handling cash, guest billing, and financial transactions is an asset.

• Experience using hotel Property Management Systems (PMS), such as OPERA or similar systems, preferred.

Knowledge, Skills & Abilities

• Strong customer service and guest…