Part-Time Front Desk Agent / Relief Night… at Texas Western… · Laredo

The Home2 Suites by Hilton Laredo North is seeking a dependable, professional, and guest-focused Part-Time Relief Night Auditor / Front Desk Agent to join our team.

This position is responsible for providing exceptional guest service while performing overnight Night Audit functions, front desk operations, financial reporting, and general hotel operational duties. The individual must be capable of working independently during overnight hours, maintaining accurate financial records, monitoring hotel operations, and ensuring a smooth transition between shifts.

The primary Night Audit schedule is 11:00 PM to 7:00 AM. However, flexibility to work morning shifts (7:00 AM to 3:00 PM) and evening shifts (3:00 PM to 11:00 PM) is required based on hotel operational needs.

GUEST SERVICES & FRONT DESK RESPONSIBILITIES

• Greets, registers, and assigns rooms to guests in a prompt, courteous, and professional manner.

• Books guest reservations, modifies existing reservations, and coordinates with the reservation center as necessary.

• Processes guest check-ins and check-outs, including group arrivals, departures, and VIP reservations.

• Answers telephone calls promptly, routes calls appropriately, and accurately communicates guest messages.

• Responds quickly and professionally to guest requests, concerns, and complaints, following up to ensure guest satisfaction.

• Handles confidential information, including guest records and payment information, with a high degree of integrity.

• Promotes hotel services, facilities, and amenities and maintains knowledge of local attractions, events, and transportation options.

• Uses appropriate customer service and up-selling techniques to maximize room revenue.

• Promotes Hilton Honors enrollment and recognizes Hilton Honors members.

• Records important guest information, requests, and complaints in the Front Desk Communication Log or Pass-On Log.

• Monitors room availability, blocks rooms, and accommodates guest requests.

• Facilitates the proper security and handling of departmental keys.

NIGHT AUDIT & ACCOUNTING RESPONSIBILITIES

• Performs the daily Night Audit process and ensures the accurate balancing and reconciliation of hotel financial transactions.

• Balances and audits room revenue, food and beverage revenue, room and tax charges, cashier reports, guest accounts, and house accounts.

• Verifies room charges, room rates, payments, adjustments, and cashier transactions for accuracy.

• Verifies cashier registers have the appropriate starting cash and balances cash drawers and cashier banks at the beginning and end of each shift.

• Completes daily cashier reports, cash summaries, account summaries, and other required financial documentation.

• Prepares and completes various Night Audit worksheets and Daily Flash Reports.

• Completes and transmits daily management and accounting reports and supporting documentation.

• Prepares customer tracking reports, market segmentation reports, occupancy reports, food and beverage revenue reports, guest lists, balance sheets, history files, and housekeeping reports as applicable.

• Assists with the preparation and submission of daily revenue reports and other financial reports required by hotel management and the corporate office.

• Makes daily bank deposits when applicable and follows established cash-handling and deposit procedures.

• Documents all adjustments, miscellaneous postings, paid-outs, charges, check-outs, and other financial transactions.

• Communicates with other hotel departments to investigate and resolve accounting discrepancies and obtain or provide necessary information.

• Ensures the hotel Property Management System is properly closed and advanced to the next business day in accordance with established procedures.

OVERNIGHT HOTEL OPERATIONS & SECURITY

• Assumes Manager-on-Duty responsibilities from midnight until the morning shift arrives, addressing routine operational matters and escalating significant issues to hotel management as necessary.

• Performs and documents regular hotel security walks to monitor guest safety and property security.

• Maintains a thorough knowledge of hotel emergency procedures and understands how to implement appropriate procedures when necessary.

• Monitors the hotel lobby, common areas, and other accessible areas to ensure cleanliness, safety, and a professional appearance.

• Prepares continental breakfast on time and replenishes breakfast items as needed.

• Performs Guest Service Agent duties and assists with laundry functions as directed by management.

• Reports maintenance concerns, safety issues, disturbances, and unusual activities to the appropriate supervisor or management.

• Maintains accurate shift communication and ensures outstanding guest requests and operational matters are communicated to incoming staff.

GENERAL RESPONSIBILITIES

• Performs all Guest Service Representative functions as required, including assisting with room reservations, answering hotel telephone calls, and notifying guests of messages.

• May be required to make appropriate operational decisions in the absence of the General Manager or other management personnel, within established company policies and procedures.

• Assists with sales and marketing efforts as directed by the General Manager.

• Maintains a clean, organized, and professional front desk and lobby environment.

• Provides a professional image at all times through appropriate appearance, grooming, and dress.

• Follows Hilton brand standards, company policies, established hotel procedures, and applicable safety requirements.

SCHEDULING REQUIREMENTS

The primary schedule for this position is 11:00 PM to 7:00 AM. However, the successful candidate must be flexible and willing to work other Front Desk shifts when necessary, including 7:00 AM to 3:00 PM and 3:00 PM to 11:00 PM, depending on staffing requirements and hotel operational needs.

Note: Other duties may be assigned by the General Manager, Assistant General Manager, or supervisor based on hotel operational needs.

QUALIFICATIONS AND REQUIREMENTS

• Must be dependable, punctual, responsible, and demonstrate a strong work ethic.

• Must be willing and available to work the overnight Night Audit shift (11:00 PM to 7:00 AM).

• Must also be flexible and willing to cover morning (7:00 AM to 3:00 PM) and evening (3:00 PM to 11:00 PM) shifts as needed.

• Previous hotel, hospitality, customer service, or Night Audit experience is preferred but not required.

• Knowledge of Hilton Property Management System (PEP) is preferred but not mandatory.

• Candidates without previous hotel experience are encouraged to apply. Training will be provided to individuals who demonstrate a willingness and ability to learn.

• Basic computer skills and the ability to learn hotel operating systems and software.

• Basic mathematical skills and the ability to accurately handle cash, payments, and financial transactions.

• Strong verbal and written communication skills.

• Excellent customer service, problem-solving, and interpersonal skills.

• Ability to work independently with minimal supervision, particularly during overnight hours.

• Ability to multitask, prioritize responsibilities, and maintain accuracy under pressure.

• Must demonstrate professionalism, honesty, integrity, and the ability to maintain confidential guest and hotel information.

• Ability to follow established hotel procedures, Hilton brand standards, and company policies.

• High school diploma or equivalent preferred.

PHYSICAL REQUIREMENTS

• Ability to stand and walk for extended periods.

• Ability to lift and carry items weighing up to 25 pounds when necessary.

• Ability to perform routine front desk, hotel operational, and administrative responsibilities.

WE WELCOME NEW TALENT!

Previous Hilton or hotel experience is not a requirement. We encourage motivated applicants who have a positive attitude, demonstrate reliability, enjoy working with people, and are genuinely interested in learning the hospitality business. Knowledge of Hilton PEP is a plus, but we are willing to train the right candidate.

Scheduling flexibility is an essential requirement for this position.