Front Desk Agent - Overnight

Job Summary:

The Front Desk Agent – overnight shift is responsible for managing front desk operations during the night shift, including responding to guest inquiries and resolving issues. This role plays a key part in upholding company standards and ensuring customer satisfaction. The agent supports departmental performance by balancing operational efficiency with guest needs, promoting continuous improvement, and maintaining cost-effective service. As the first point of contact for late arrivals and overnight concerns, the agent ensures a smooth and welcoming experience for all guests.

Duties/Responsibilities:

· Clerical duties such as answering phones, emailing management, filing, etc.

· Oversee operational software and PMS operations.

· Keep work area clean and free of debris.

· Monitor supplies and inventory, notify management when supplies are low.

· Clean, sanitize and maintain common areas of the hostel.

· Clean, sanitize and maintain restrooms.

· Perform laundry duties as necessary, including operating machines, handling, and folding linen (dirty and clean).

· Minor maintenance items.

· Oversee, review, and reconcile incoming reservations, group reservations, third party bookings and allocations.

· Organize and schedule amenity tours, activities, ancillary services, and daily meals.

· Keeps banned guests from entering premise.

· De-escalates tense situations in a non-confrontational manner.

· Enforce smoking laws and regulations.

· Regulate loitering and misuse of facilities including restroom regulations.

· Surveillance and monitoring of facility.

· Welcome and register incoming and exiting guests and process all payments.

· Liaise with other departments.

· Knowledgeable of company location and surrounding areas.

· Flexibility and willingness to adapt to changes.

· Driven and self-motivated.

· Maintain customer privacy, behave with open-mindedness and cultural sensitivity.

· Contributes to long- and short-form integration proposals and topline concepts.

· Support the team on all integrations and proposals.

· Patience and the ability to maintain a professional demeanor.

· Performs other related duties as assigned.

· Enforce health and safety precautions.

· Follow all safety and state guidelines for preventing transmission of Covid-19 and other illnesses.

Required Skills/Abilities:

· Understanding of quality standards and health & safety regulations.

· Excellent verbal and written communication skills.

· Excellent interpersonal and customer service skills.

· Excellent sales and customer service skills.

· Excellent organizational skills and attention to detail.

· Excellent time management skills with a proven ability to meet deadlines.

· Strong analytical and problem-solving skills.

· Ability to prioritize tasks and to delegate them when appropriate.

· Ability to function well in a high-paced and at times stressful environment.

· Proficient with Microsoft Office Suite, Adobe, Google Suite, or related software.

· Ability to frequently lift, move and/or push up to 50 pounds without assistance.

· Ability to sit, walk, climb up and down stairs repeatedly for extended periods of time.