Front Desk Agent / Night Auditor

At The White House Hotel - Barrington Development, the Front Desk Agent / Night Auditor plays a key role in keeping the guest experience smooth from evening check-ins through overnight closeout. This part-time, onsite position combines front desk service with nightly audit and security responsibilities across two shift windows.

Role overview

In this dual-role schedule, you will greet guests, manage reservations and payments during assigned hours, and complete the nightly audit and financial reconciliation after hours. Working as a primary point of contact, you will also help ensure hotel access is monitored and that the property is prepared for the next day.

What you’ll do

• Welcome guests in a friendly, professional, and welcoming manner.
• Verify and process reservations, ensuring information is accurate and complete.
• Assign rooms, issue keys, and explain amenities, services, policies, and procedures.
• Handle guest check-ins and check-outs during evening and overnight shifts.
• Process guest payments and ensure charges are recorded correctly.
• Provide accurate guest folios and itemized statements at check-out.
• Assist guests with special requests, accommodations, luggage, directions, and general hotel information.
• Answer phone calls and respond to guest inquiries in a timely, professional manner.
• Address guest questions, concerns, and complaints with courtesy and a commitment to satisfaction.
• Support transportation arrangements, restaurant recommendations, reservations, and local attractions.
• Communicate guest requests, preferences, and concerns to housekeeping, maintenance, and management.
• Resolve unexpected guest situations appropriately, escalating to management when necessary.
• Maintain an organized, professional, and welcoming front desk and lobby area.
• Manage and update reservations in the hotel property management system (PMS), including bookings, cancellations, modifications, and special requests.
• Monitor room availability and occupancy, including assisting with overbooking situations and reservation discrepancies.
• Review upcoming arrivals and departures to support a smooth guest experience.
• Process room charges, incidental charges, and other guest transactions; accept cash and credit cards and other payment types per hotel policies.
• Maintain an accurate and organized cash drawer, verify billing information, and resolve payment discrepancies.
• Ensure all charges, payments, taxes, and adjustments are properly posted to guest accounts and maintain accurate financial records.
• Complete the nightly audit in the PMS, reconcile daily transactions, balance the cash drawer, and correct discrepancies.
• Generate and review daily financial reports, including revenue, occupancy, and check-in/check-out statistics.
• Close out transactions according to hotel policies and procedures.
• Review the following day’s occupancy, arrivals, departures, and room availability; document discrepancies or unusual activity and communicate with management.
• Follow hotel safety and security procedures, monitor access and security systems, and conduct periodic overnight walkthroughs.
• Maintain security of the front desk, guest keys, cash, and confidential guest information.
• Respond appropriately to emergencies (fire alarms, medical situations, guest disturbances, and other incidents) and report concerns promptly.
• Assist with light housekeeping as needed, restock front desk supplies, and coordinate with housekeeping and maintenance regarding room readiness.
• Maintain accurate guest records, reservation information, and shift documentation, including preparing reports as required by management.
• Document guest complaints, incidents, special requests, and shift information, and communicate updates for the shift transition.
• Support administrative tasks such as filing, data entry, and general office work.
• Participate in meetings, training, and initiatives; assist with training new front desk employees as needed.
• Perform other duties as assigned to support overall hotel operations.

Schedule

• Part-time: 4 days per week (onsite)
• Front Desk: 2 days per week, 3:00 PM–11:00 PM
• Night Audit: 2 days per week, 11:00 PM–7:00 AM

Required qualifications

• High school diploma or equivalent required.
• Excellent customer service, communication, and interpersonal skills.
• Strong attention to detail with guest accounts, payments, and financial records.
• Excellent organization skills with the ability to multitask and prioritize.
• Ability to work independently and make sound decisions with minimal supervision.
• Strong problem-solving skills for handling guest concerns professionally.
• Basic math and accounting skills.
• Ability to operate computers, hotel management software, and point-of-sale systems.

Preferred qualifications

• 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.

Tools and systems

• Opera
• PMS