Overnight Guest Reception Agent

Job Title: Overnight Guest Reception Agent

Department: Front Desk/Guest Services

Rate of Pay:

Shift: Variable nights (must be flexible)

11:00 PM to 7:00 AM

Full Time & Part Time, Year Round Positions

Summary:

The Overnight Guest Reception Agent is a highly visible role with a direct impact on the guest experience. This position is responsible for overseeing the resort's nightly operations, ensuring accurate financial reporting, exceptional guest service, and a secure environment during overnight hours. The Night Auditor blends front desk responsibilities with end-of-day accounting tasks, ensuring a seamless transition between operating days at Sundance Mountain Resort.

Key Responsibilities:

• Serve as the overnight point of contact for all guests, providing a welcoming and helpful presence.
• Manage check-in and check-out processes with accuracy and efficiency.
• Respond to guest inquiries, concerns, and emergencies in a professional and timely manner.
• Offer personalized, concierge-style assistance after hours, in alignment with Sundance's commitment to guest care.
• Monitor public areas for cleanliness, safety, and comfort.
• Monitor and handle all guest communication during the overnight hours, including responding to guest SMS messages via Akia.

Audit & Accounting Duties:

• Reconcile and balance all daily revenue, payment transactions, and financial records.
• Generate and distribute end-of-day reports to resort leadership.
• Post room, tax, and incidental charges to guest folios.
• Investigate and resolve discrepancies in billing or accounts.
• Ensure all revenue outlets (if applicable) are properly closed and balanced.
• Complete other accounting duties as directed by the Resort Controller and Director of Lodging.

Operational Duties:

• Process no-shows, cancellations, and late arrivals according to resort policies.
• Set up front desk operations for the next day (e.g., wake-up calls, early arrivals).
• Complete the nightly checklist and document detailed shift handoff notes.
• Assist with preparing the morning beverage station to ensure a warm, inviting start for guests.

Leadership & Overnight Responsibilities:

• Act as the Manager on Duty (MOD) during overnight hours, representing the Sundance Leadership team in their absence.
• Assist the overnight Safety Team with potential evacuations, guest incidents, or emergencies.
• Resolve guest challenges or service opportunities with attentiveness and care; when resolution isn't possible overnight, ensure proper handoff to the morning manager.
• Communicate all critical information from the overnight shift in the provided End of Shift report, ensuring a seamless pass-off and opportunity to further recover any guest challenges the following day.
• Maintain a calm, professional leadership presence and support cross-departmental needs after hours.

Qualifications:

• Previous hotel front desk or night audit experience required; boutique or luxury property experience preferred.
• Strong communication, guest service, and problem-solving skills.
• High level of accuracy and attention to detail in financial tasks.
• Proficiency in StayNTouch or similar hotel property management systems.
• Experience with guest messaging platforms such as Akia is a plus.
• Ability to work independently and remain calm and professional in high-pressure or emergency situations.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• This role involves regular hand use, movement, and communication; occasional physical activity like climbing or crouching; lifting up to 50 lbs; and various vision abilities.
• Must be 18 years old or older.

Work Environment:

While performing the duties of this job, the employee is occasionally exposed to fumes or airborne particles, outside weather conditions, extreme cold, risk of electrical shock, and vibration. The noise level in the work environment is usually moderate.

Disclaimer:

This is a general description of this job. All employees of Sundance Mountain Resort will be required to perform any task that is asked of him/her within legal and ethical parameters and company policy.