Part-Time Front Desk Agent / Night Auditor in Biloxi, Mississippi at The White House Hotel - Barrington Development

The White House Hotel | Biloxi, MS

Part-Time Position: 4 Days Per Week

• Front Desk: 2 days per week, 3:00 PM–11:00 PM
• Night Audit: 2 days per week, 11:00 PM–7:00 AM

The Front Desk Agent / Night Auditor is responsible for providing exceptional guest service while overseeing front desk operations during both evening and overnight shifts. This dual-role position combines traditional front desk responsibilities, including guest check-in and check-out, reservation management, payment processing, and guest relations, with overnight responsibilities such as financial reconciliation, night audit procedures, reporting, and hotel security.

As one of the first points of contact for hotel guests, this individual plays an important role in creating a welcoming and memorable guest experience. During overnight shifts, the employee is responsible for ensuring the accuracy of daily financial transactions, maintaining hotel security, addressing guest needs, and preparing the property for the following day's operations.

The ideal candidate is dependable, detail-oriented, customer-focused, and comfortable working independently while managing multiple responsibilities in a hospitality environment.

• Greet guests upon arrival in a friendly, professional, and welcoming manner.
• Verify and process guest reservations, ensuring all information is accurate and complete.
• Assign guest rooms, issue keys, and explain hotel amenities, services, policies, and procedures.
• Handle guest check-ins and check-outs during assigned evening and overnight shifts.
• Process guest payments and ensure all charges are accurately recorded.
• Prepare and provide accurate guest folios and itemized statements at check-out.
• Assist guests with special requests, accommodations, luggage, directions, and general hotel information.
• Maintain an organized, professional, and welcoming front desk and lobby area.

• Answer incoming phone calls and respond to guest inquiries in a timely and professional manner.
• Address guest questions, concerns, and complaints with courtesy and a commitment to guest satisfaction.
• Assist guests with transportation arrangements, restaurant recommendations, reservations, and local attractions.
• Communicate guest requests, preferences, and concerns to the appropriate departments, including housekeeping, maintenance, and management.
• Handle unexpected guest situations and resolve issues appropriately, escalating matters to management when necessary.
• Maintain a positive and professional attitude throughout all interactions with guests and coworkers.

• Manage and update reservations in the hotel's property management system (PMS).
• Process new bookings, cancellations, modifications, and special requests.
• Verify reservation details, room assignments, rates, and guest information.
• Monitor room availability and occupancy to assist with maximizing hotel revenue.
• Assist with overbooking situations and reservation discrepancies as needed.
• Review upcoming arrivals and departures to help ensure a smooth guest experience.

• Process room charges, incidental charges, and other guest transactions.
• Accept and process cash, credit cards, and other forms of payment in accordance with hotel policies.
• Maintain an accurate and organized cash drawer.
• Verify guest billing information and resolve payment discrepancies.
• Ensure all guest charges, payments, taxes, and adjustments are properly posted to guest accounts.
• Maintain accurate financial records and follow established cash-handling procedures.

• Complete the hotel's nightly audit in the property management system (PMS).
• Review and reconcile daily financial transactions, including guest charges, payments, and adjustments.
• Verify that room charges, taxes, incidental charges, and additional services have been posted correctly.
• Balance the cash drawer and identify and correct financial discrepancies.
• Generate and review daily financial reports, including revenue, occupancy, and check-in/check-out statistics.
• Ensure all transactions are properly closed out in accordance with hotel policies and procedures.
• Review the following day's occupancy, arrivals, departures, and room availability.
• Maintain accurate documentation and communicate any discrepancies or unusual activity to management.

• Follow established hotel safety and security procedures during all assigned shifts.
• Monitor hotel access and security systems to help ensure the safety of guests, employees, and property.
• Conduct periodic walkthroughs of hotel facilities during overnight shifts to identify safety hazards, maintenance concerns, or suspicious activity.
• Maintain the security of the front desk, guest keys, cash, and confidential guest information.
• Respond appropriately to emergencies, including fire alarms, medical situations, guest disturbances, and other unexpected incidents.
• Report security concerns, incidents, and maintenance issues to management promptly.

• Maintain the cleanliness, organization, and appearance of the front desk and lobby.
• Monitor guest traffic and assist guests efficiently during busy check-in and check-out periods.
• Restock front desk supplies and assist with light housekeeping duties as needed.
• Coordinate with housekeeping and maintenance regarding room readiness, guest requests, and operational concerns.
• Help prepare the hotel for the following day's operations by ensuring the front desk and common areas are organized and ready for the morning shift.

• Maintain accurate guest records, reservation information, and shift documentation.
• Prepare and distribute reports as required by management.
• Document guest complaints, incidents, special requests, and important shift information.
• Communicate relevant information to incoming and outgoing staff to ensure a smooth shift transition.
• Assist with administrative duties, including filing, data entry, and general office tasks.
• Participate in hotel meetings, training, and initiatives designed to improve guest satisfaction and operational efficiency.
• Assist with training new front desk employees as needed.
• Perform other duties as assigned to support the overall operations of the hotel.

• High school diploma or equivalent required.
• Associate or bachelor's degree in hospitality, Business, or a related field preferred.

• Previous experience in hotel front desk, guest services, or customer service preferred.
• Experience with hotel property management systems (PMS), such as Opera, preferred.
• Experience with cash handling, payment processing, and basic financial reconciliation preferred.
• Previous night audit or hotel accounting experience is a plus.

• Excellent customer service, communication, and interpersonal skills.
• Strong attention to detail, particularly when handling guest accounts, payments, and financial records.
• Excellent organizational skills and the ability to multitask and prioritize responsibilities.
• Ability to work independently and make sound decisions with minimal supervision.
• Strong problem-solving skills and the ability to handle guest concerns professionally.
• Basic math and accounting skills.
• Ability to operate computers, hotel management software, and point-of-sale systems.