Guest Service Agent​/Night Auditor

Position Overview

Title:

Guest Service Agent / Night Auditor

Location:

New York, NY

Pay: $20.00–$24.00 per hour;
Full‑time;
Non‑Exempt (FLSA)

The Guest Service Agent is responsible for ensuring smooth check‑in and check‑out procedures, maintaining accurate guest records, and providing outstanding guest services. This role supports the hotel’s front office operations and handles various guest inquiries, payments, and reservations to ensure a high level of guest satisfaction.

• Greet, register, and assign rooms to guests upon arrival
• Verify guest credit and establish payment methods for accommodation
• Keep accurate records of room availability and guest accounts using property management systems
• Compute bills, collect payments, and make change for guests
• Perform basic bookkeeping tasks, such as balancing cash accounts
• Issue room keys and provide necessary instructions to bell attendants
• Review accounts and charges with guests during the check‑out process
• Post charges for rooms, food, beverages, and services to ledgers manually or via computer systems
• Transmit and receive guest messages using telephones or switchboards
• Coordinate with housekeeping and maintenance staff to address guest‑reported issues
• Make and confirm reservations for guests
• Answer inquiries about hotel services, nearby dining, shopping, and entertainment options

• Approach all encounters with guests and employees in a friendly, service‑oriented manner
• Comply at all times with standards and regulations to encourage safe and efficient hotel operations
• Maintain a friendly and warm demeanor at all times
• Initiate and complete the end‑of‑day process
• Run all reports required for Food and Beverage audit
• Complete the Night Audit checklist for computer procedures daily
• Balance the day’s work
• Maintain cashiering responsibilities as per Front Office procedures
• Maintain Front Office computer system operation
• Fulfill all Front Office functions between 11:00pm and 7:00am
• Handle and follow through on all guest requests from 11:00pm to 7:00am
• Follow safety and emergency procedures
• Maintain proper record keeping (e.g., log books)
• Be familiar with all policies and house rules
• Complete daily direct bills and place on the Property Accountant’s desk, attaching all folio/banquet check back‑ups
• Maintain radio contact with other employees during the entire shift
• Have a working knowledge of security procedures
• Ensure employees are attentive, friendly, helpful, and courteous to all guests, managers, and fellow employees
• Prepare and distribute the Daily Flash Report
• Maintain regular attendance, be consistently on time, and observe prescribed work, break, and meal periods
• Maintain high standards of personal appearance and grooming, including compliance with the dress code
• Perform any other duties as requested by supervisor

• Previous experience in a hotel front desk or guest service role preferred
• Strong customer service and communication skills to interact effectively with guests and staff
• Proficiency in using property management systems and basic office software (e.g., Word, Excel)
• Ability to handle cash transactions and perform basic bookkeeping tasks
• Excellent problem‑solving abilities to resolve guest issues efficiently
• Strong organizational skills with attention to detail in managing guest reservations and records
• Ability to work independently and follow established hotel policies and procedures

Primarily indoor work within the hotel’s front desk and lobby areas; requires standing and walking for long periods throughout the shift; must be able to lift and carry up to 10lb. occasionally (e.g., ledgers, small office supplies). Flexible schedule required, including availability for evening, weekend, and holiday shifts. Frequent use of a computer and telephone, interacting with guests and team members.

• Medical, dental, and vision coverage
• Paid time off (PTO)
• 401(k) matching
• Wellness support
• Life and disability coverage
• Savings accounts
• Tuition aid
• Travel and lodging perks

Stonebridge is committed to equal employment opportunities. We do not discriminate based on race, color, religion, sex, pregnancy, national origin, ancestry, age, marital status, sexual orientation, veteran status, physical or mental disability, or medical condition. All aspects of employment, including recruitment, hiring, advancement, compensation, benefits, training, promotion, transfer, discipline, layoff, recall, and termination, will be conducted without discrimination. Reasonable accommodations will be made for disabled team members.