City, State:

Title: Guest Service Agent / Night Auditor 

Location: New York, NY

FLSA: Non-Exempt 

Status: Full-time 

Reports to: Guest Services Manager

Pay Range: $25 per hour

Job Summary: 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. 

Essential Functions and Duties: 

• Greet, register, and assign rooms to guests upon their 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. 

The purpose of a NIGHT AUDITOR is to compute, classify, and record numerical data to keep financial records complete. Perform any combination of routine calculating, posting, and verifying duties to obtain primary financial data for use in maintaining accounting records. May also check the accuracy of figures, calculations, and postings pertaining to business transactions recorded by other workers.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• 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 as 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 the hours of 11:00 p.m. and 7:00 a.m.
• Handle and follow through on all guest requests daily from 11:00 p.m. until 7:00 a.m.
• Follow safety and emergency procedures.
• Maintain proper record keeping (i.e., log books, etc.).
• Be familiar with all policies and house rules.
• Complete the initial direct bills, daily, and place on the Property Accountant's desk; Attach all folio/banquet check back-up to the bills.
• Maintain radio contact with other employees during entire shift.
• Have a working knowledge of security procedures.
• Ensure employees are at all times, attentive, friendly, helpful and courteous to all guests, managers and fellow employees.
• Prepare and distribute the Daily Flash Report.
• Maintains regular attendance, is consistently on time, and observes prescribed work, break and meal periods in compliance with standards.
• Maintains high standards of personal appearance and grooming, which include compliance with the dress code.
• Performs any other duties as requested by supervisor.

 
Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential duties. 

Required Experience, Education, and Skills: 

• 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. 

Work Environment: 

• 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 10 lbs. 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. 

Other Duties:  

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the team member for this job. Duties, responsibilities, and activities may change at any time with or without notice. 

Equal Employment Opportunity: 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.

Resumes and applications for employment will be evaluated based on qualifications and the ability to meet the position's requirements.

All Stonebridge openings are projected to close within 30 days of the original posting date. This position will no longer be available 30 days from:

Stonebridge offers comprehensive benefits including medical, dental, vision, PTO, 401(k) matching, wellness support, life and disability coverage, savings accounts, tuition aid, and travel and lodging perks.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.