We invite you to join the world of luxury hospitality at Fairmont Southampton as our new Overnight Guest Service Agent. The Overnight Guest Service Agent reports to the Guest Service Overnight Manager and is an overnight position responsible for providing exceptional guest service, supporting Front Office operations, and performing night audit procedures to ensure financial accuracy and operational readiness for the next business day. This role is pivotal in delivering a seamless guest experience, maintaining operational excellence, and upholding Fairmont’s luxury brand standards.
Key Responsibilities
Guest Service & Front Desk Operations
Provide professional, friendly, and attentive service to all guests, addressing requests, questions, and concerns promptly and in alignment with Fairmont luxury standards.
Greet, check in, and check out guests efficiently, assisting with in-house inquiries and telephone or email communications.
Assist guests regarding hotel facilities, services, and local information.
Drive revenue through upselling room brands and promoting hotel amenities.
Night Audit & Operational Responsibilities
Conduct nightly audit procedures, reconciling Rooms, Food & Beverage, and other hotel accounts.
Identify and resolve discrepancies in financial records during audit, reporting significant issues to the Guest Services Overnight Manager.
Prepare and review reports for the next business day, including arrivals, departures, and financial summaries.
Maintain accurate key financial records and ensure all end-of-day procedures are completed in Opera PMS.
Monitor and assist with switchboard or communication platforms as needed.
Handle cash float responsibly for guest transactions, currency exchange, and incidental charges.
Safety, Security & Cross-Department Support
Support the overnight Leadership team in ensuring the safety and security of all guests and colleagues during overnight shifts.
Collaborate with Banquets, Culinary, and Operations teams as required to support overnight operations.
Other Responsibilities
Perform any other duties as assigned to support Front Office operations and guest satisfaction.
Physical requirements include standing for extended periods, bending, and occasionally lifting items up to 45 pounds.