Night Auditor / Guest Service Agent (GSA)

We are seeking a reliable, detail-oriented, and customer-focused individual to join our Front Desk team as a Night Auditor / Guest Service Agent (GSA). This hybrid role is ideal for someone who enjoys both guest interaction and back-office responsibilities, with a strong focus on overnight hotel operations.

Position Overview

Our property is a proud member of the Tapestry Collection by Hilton, a boutique hotel brand known for its unique character and elevated guest experience. We hold ourselves to exceptionally high customer service standards and are looking for a team member who embodies professionalism, attentiveness, and genuine hospitality.

The Night Auditor / GSA is responsible for ensuring the accuracy of daily financial transactions while delivering exceptional guest service during overnight and select evening shifts. This role plays a key part in maintaining smooth front desk operations and guest satisfaction.

Key Responsibilities

Night Auditor/Guest Service Agent (GSA) Duties:

• Perform nightly audit procedures for the hotel’s financial records and daily transactions

• Reconcile daily revenue, verify balances, and prepare management reports

• Post charges and payments accurately to guest accounts

• Close out the current business day and roll the system to the next day

• Verify accuracy of room rates, taxes, and guest folios

• Respond promptly to guest inquiries, requests, and concerns

• Answer phone calls and manage reservations

• Assign rooms and accommodate special guest needs (wake-up calls, directions, amenities, etc.)

• Greet, check in, and check out guests with professionalism and courtesy

• Stand and welcome guests as they enter the lobby at all times, creating an immediate positive first impression

• Assist all guests and visitors entering the hotel who require access to the Rooftop Bar or Durango Cocina, including greeting them, verifying access when required, and providing clear directions

• Assist with elevator access as needed to ensure smooth and secure guest movement throughout the property

• Able to handle guest complaints calmly and professionally, ensuring prompt resolution and maintaining a high level of guest satisfaction

Qualifications

• Previous experience in front desk, night audit, or hospitality preferred

• Strong math and computer skills; familiarity with hotel PMS (PEP) is a plus

• Excellent communication and customer service skills

• Ability to work independently and remain calm under pressure

• Dependable, punctual, and highly detail-oriented

Working Conditions

• Must be available to work weekends and holidays

• Standing for extended periods; light lifting may be required

If you are dependable, organized, and passionate about providing outstanding guest experiences, we encourage you to apply and become a valued member of our team.