Evening Front Desk Agent in Springfield, Missouri at O'Reilly Hospitality Management LLC

Essential Responsibilities:

• Warmly welcomes and promptly acknowledges guests in a friendly, professional, and genuine manner.
• Facilitates efficient and accurate guest check-in and check-out, including room assignment based on availability and guest preferences.
• Provides room keys and pertinent information to guests while maintaining guest privacy and security by never announcing room numbers aloud.
• Responds promptly and professionally to guest questions, requests, and inquiries.
• Resolves guest concerns and complaints with professionalism, empathy, and appropriate follow-through; escalates complex issues to management when necessary.
• Maintains accurate and current guest information and records within the hotel system.
• Processes guest payments, calculates and finalizes folios, provides change, and accurately posts room and market charges.
• Processes, confirms, modifies, and cancels guest reservations as needed.
• Provides information regarding hotel amenities, services, local attractions, dining, transportation, and entertainment.
• Assists guests with restaurant, transportation, entertainment, or other reservations as requested.
• Safeguards and properly handles guest valuables in accordance with hotel policies and procedures.
• Understands and follows hotel credit, cash-handling, and payment policies and procedures.
• Maintains accurate cash balances and completes deposits in accordance with company policies.
• Uses telephone, switchboard, and other communication systems to effectively receive and relay guest and hotel information.
• Serves as a liaison between guests and hotel departments to facilitate timely resolution of requests and concerns.
• Protects guest privacy and confidential information and follows all applicable safety and security procedures.
• Maintains a professional appearance and follows company uniform, grooming, and attendance standards.
• Consistently upholds hotel brand standards, company policies, and brand values in all guest and team member interactions.
• Demonstrates a commitment to world-class guest service and contributes to a positive, welcoming environment for guests and team members.
• Supports and participates in O’Reach, OHX Experience, Green Team, Guest Service, Team Member Satisfaction, Health & Wellness, and Safety initiatives.
• Understands and complies with all OHM company policies, procedures, and standards applicable to the position.

Essential Responsibilities – Night Audit

May be required to perform Night Audit duties as needed to support hotel operations, including:

• Completes the nightly audit process accurately and timely, ensuring all daily transactions are balanced and reconciled.
• Reviews and verifies guest folios, room charges, payments, adjustments, and other financial transactions for accuracy.
• Reconciles daily revenue, occupancy, and financial reports and identifies and resolves discrepancies.
• Completes and distributes required night audit reports in accordance with hotel and company procedures.
• Monitors hotel activity during overnight hours and responds to guest requests, questions, and concerns while maintaining a high level of guest service.
• Processes late-night arrivals, departures, reservations, room assignments, and other front desk transactions as needed.
• Maintains appropriate cash-handling and security procedures throughout the shift.
• Conducts or assists with overnight safety, security, and property checks in accordance with hotel procedures.
• Communicates important overnight activities, incidents, discrepancies, and outstanding issues to the appropriate leadership team for follow-up.
• Performs other Night Audit responsibilities as assigned or required to support the successful operation of the hotel.
• Supports and participates in O’Reach, OHX Experience, Green Team, Guest Service, Team Member Satisfaction, Health & Wellness, and Safety initiatives.
• Understands and complies with all OHM company policies, procedures, and standards applicable to the position.

Skills & Abilities:

• Strong guest service, interpersonal, and communication skills with a friendly and professional demeanor.
• Ability to create positive guest experiences and effectively resolve questions, concerns, and complaints.
• Strong attention to detail and accuracy when handling guest information, reservations, payments, and financial transactions.
• Ability to prioritize and manage multiple tasks in a fast-paced hotel environment.
• Basic mathematical and cash-handling skills.
• Ability to operate computers, hotel property management systems, POS systems, telephone/switchboard, and other front desk equipment.
• Ability to maintain confidentiality and protect guest privacy and security.
• Ability to work independently, exercise sound judgment, and remain calm under pressure.
• Ability to work effectively as part of a team and communicate information between departments.
• Ability to learn and perform Night Audit procedures, including financial reconciliation and reporting, when assigned.
• Demonstrates reliability, professionalism, flexibility, and a commitment to world-class guest service.

Education & Experience:

• High school diploma or GED is preferred.
• Previous hotel, hospitality, customer service, or front desk experience is preferred but not required.
• Previous Night Audit or accounting experience is a plus.
• Must be able to successfully complete required hotel and company training.

Hours & Requirement:

• Must be available to work a flexible schedule based on hotel business needs, including mornings, evenings, weekends, and holidays.
• May be required to work overnight shifts and perform Night Audit duties as needed.
• Regular and reliable attendance is an essential function of the position.
• Must arrive on time and be prepared to work scheduled shifts.
• Must maintain company and hotel uniform, grooming, and appearance standards.
• Must be able to work independently during overnight shifts when assigned to Night Audit.

Environment / Work Conditions

• Works primarily in a hotel front desk environment with frequent interaction with guests, team members, and other departments.
• Fast-paced environment requiring frequent multitasking, prioritization, and interaction with guests.
• May experience periods of high activity, noise, interruptions, and challenging guest situations.
• Overnight shifts may require working independently with limited management or team member support.
• May be exposed to varying temperatures, lighting, and noise levels throughout the hotel.
• May occasionally be required to walk throughout the property and respond to guest or operational needs.
• Must be able to maintain a professional and courteous demeanor in a variety of situations.
• May be required to stand or sit for extended periods and perform frequent walking, bending, reaching, and other routine movements associated with front desk operations