Overnight Guest Service Agent

We invite you to join the world of luxury hospitality at Fairmont Southampton as our new Overnight Guest Service Agent. The Overnight Guest Service Agent reports to the Guest Service Overnight Manager and is an overnight position responsible for providing exceptional guest service, supporting Front Office operations, and performing night audit procedures to ensure financial accuracy and operational readiness for the next business day.

This role is pivotal in delivering a seamless guest experience, maintaining operational excellence, and upholding Fairmont's luxury brand standards.

Guest Service & Front Desk Operations Provide professional, friendly, and attentive service to all guests, addressing requests, questions, and concerns promptly and in alignment with Fairmont luxury standards. Greet, check in, and check out guests efficiently, assisting with in‑house inquiries and telephone or email communications. Assist guests regarding hotel facilities, services, and local information. Drive revenue through upselling room brands and promoting hotel amenities.

Night Audit & Operational Responsibilities Conduct nightly audit procedures, reconciling Rooms, Food & Beverage, and other hotel accounts. Identify and resolve discrepancies in financial records during audit, reporting significant issues to the Guest Services Overnight Manager. Prepare and review reports for the next business day, including arrivals, departures, and financial summaries. Maintain accurate key financial records and ensure all end‑of‑day procedures are completed in Opera PMS.

Monitor and assist with switchboard or communication platforms as needed. Handle cash float responsibly for guest transactions, currency exchange, and incidental charges.
Safety, Security & Cross-Department Support Support the overnight Leadership team in ensuring the safety and security of all guests and colleagues during overnight shifts. Collaborate with Banquets, Culinary, and Operations teams as required to support overnight operations.
Other Responsibilities Perform any other duties as assigned to support Front Office operations and guest satisfaction. Physical requirements include standing for extended periods, bending, and occasionally lifting items up to 45 pounds.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions: , High school diploma or equivalent required; post‑secondary education in Hospitality or related field preferred. Previous experience as a Night Auditor, Front Desk Reception Agent, or similar role is an asset.

Experience with Opera PMS or similar property management systems is preferred.

Experience & Skills Minimum 2+ years of customer service experience in a hospitality environment. Competencies, Knowledge & Skills Ability to work independently and collaboratively as part of a team. Excellent communication, interpersonal, analytical, and problem‑solving skills. Strong organizational and administrative skills with the ability to manage multiple priorities. Ability to remain calm, courteous, and attentive to guest needs at all times.

Flexibility to work overnight shifts, weekends, and statutory holidays., Ability to stand throughout the shift while performing Front Desk duties. Physical capability to lift or move items weighing up to 45 pounds occasionally.

Fairmont Hotels & Resorts Join a dynamic team and be part of a network of 90 spectacular properties, and 34 more in the pipeline, in 30 countries…