Guest Services Assoc, Night Auditor Support at The Old House Hotel Management Corp – Courtenay, British Columbia
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About This Position
This position will cross train on Night Auditor duties to provide additional coverage as needed (ability to work nights on occasion is required)
The Guest Services Agent is responsible for creating a welcoming and positive first impression for all guests of the Old House Hotel & Spa. Working in alignment with the Hotel’s service culture, operational standards, and guest experience expectations, this role supports a smooth and professional guest journey from arrival to departure.
With a strong focus on service excellence, communication, and attention to detail, the Guest Services Agent completes front desk and reservation tasks accurately, responds to guest questions and requests in a timely manner, and takes ownership of guest concerns to ensure satisfaction. Through a professional and team-oriented approach, this position supports the success of the Front Office team and contributes to an exceptional guest experience.
The Night Auditor is responsible for supporting overnight front desk operations while ensuring the accurate completion of daily audit and financial balancing procedures. Working in alignment with the Hotel’s service culture, operational standards, and established audit processes, this role delivers a welcoming and professional guest experience while maintaining accountability and accuracy in all front office transactions.
Duties and Responsibilities (GSA):
- Welcome guests in a warm, professional, and service-focused manner.
- Complete check-in and check-out procedures efficiently and accurately, following hotel standards.
- Respond to guest questions and requests promptly, ensuring follow-up and completion where required.
- Address guest concerns professionally and escalate issues appropriately to support service recovery and guest satisfaction.
- Maintain a clean, organized, and professional front desk and lobby environment.
- Maintain accurate communication between shifts using the daily log and department communication tools.
- Coordinate closely with Housekeeping and Maintenance to support room readiness, prioritization, and guest requests.
- Process guest payments, deposits, and adjustments accurately while following credit and cash-handling procedures.
- Review reservations for accuracy, including guest information, billing details, rates, and special requests.
- Follow established billing and posting standards to reduce revenue loss and maintain accurate guest accounts.
- Support occupancy and revenue objectives by promoting upgrades and hotel services in a professional, guest-friendly manner.
- Complete shift balancing, required checklists, and daily reporting as assigned.
- Ensure guest privacy, confidentiality, and security procedures are followed at all times.
- Perform other duties as assigned to support Front Office operations.
Duties and Responsibilities (Night Auditor):
- Provide professional, friendly, and efficient guest service during overnight shifts.
- Complete guest check-ins and check-outs following hotel procedures and standards.
- Respond to guest requests and resolve concerns in a timely manner, escalating when required.
- Maintain accurate communication between shifts by reviewing and updating the front office log.
- Work closely with other departments to support guest needs and operational readiness.
- Follow hotel safety, security, and key control procedures.
- Ensure all guests provide appropriate identification and payment at check-in.
- Monitor guest accounts to ensure credit limits and billing accuracy are maintained.
- Apply payments, post charges, and complete billing adjustments accurately.
- Identify special billing instructions and communicate details to the Accounting department as required.
- Follow established credit and inventory controls to minimize revenue loss.
- Complete shift closing procedures accurately, including required approvals and authorization codes.
- Balance the PMS and POS systems and complete the daily audit and day-end process.
- Close the business day according to the night audit checklist and reopen the system for the next day’s operations.
- Support hotel revenue practices by following rate integrity and revenue management guidelines.
- Complete other duties as assigned.
Preferred Education & Qualifications:
- Minimum 1-year Guest Services experience preferred
- Front Office computer knowledge
- MS Office experience
- Proven attention to detail
- Superior grooming standards
- Flexible and energetic with the ability to work under pressure
- Excellent communication skills
Additional Requirements:
- Strong customer service skills with a professional, friendly, and solution-focused approach.
- Excellent communication skills (verbal, written, and phone etiquette).
- Strong attention to detail, with the ability to manage multiple priorities and maintain accuracy.
- Ability to remain calm, organized, and effective in a fast-paced environment.
- Works well independently while contributing positively as part of a team.
- Comfortable working independently and making sound decisions during overnight operations.
- Reliable, punctual, and flexible to work days, evenings, nights, weekends, and holidays as required.
- Eligible to work in Canada.
Job Types: Part-Time , Hourly
Benefits:
- Company events
- Extended health/Dental/Vision care if qualifies
- On-site gym
- Store discount
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Job Location
Job Location
This job is located in the Courtenay, British Columbia, V9N8C7, Canada region.