Guest Services Agent-Night Audit

Department: Bloomington-Normal, IL
Reports to: Front Office Manager/General Manager

Job Description

Job Title: Guest Services Agent-Night Audit

Company: Eastland Suites Bloomington

Location: Bloomington, IL

Department: Guest Services

Reports To: Front Office Manager/General Manager

General Summary:

To increase customer satisfaction by providing efficient and courteous Front Desk service in accordance with the standards of Tentac Enterprises. Night Audit employees are required to work shifts from 10:00 p.m. to 6:00 a.m. and 11:00 p.m. to 7:00 a.m.

Essential Functions:

  • Provide quality service to the customer by responding to their requests promptly, efficiently, and courteously during check-in, check-out and throughout stay
  • Answer incoming phone calls, process reservation/cancellation/modification requests, and transfer calls to appropriate departments
  • Answer hotel phone calls and notify guests of messages
  • Handle guest accounts and maintain cash drawer
  • Communicate with supervisors and co-workers and clients in a courteous manner at all times
  • Follow all specified procedures to audit the shift closing of all front office staff, including personally closing shift three and completing an audit summary for each shift
  • Produce accurate and timely reports and correctly handle all cash transactions
  • Follow all specified procedures to maintain and post a daily balance of all house accounts, including running preliminary reconciliations, detail transactions and final reports to accounting and profit centers
  • Balance and audit for accuracy room revenue, food and beverage revenue, cashier’s reports, and guest and house accounts and telephone revenue; assisting the preparation of all reports relevant to daily revenues
  • Transmit credit card batches
  • Complete and transmit daily management and accounting reports and supporting documents
  • Act as hotel system liaison during night hours

Supporting Functions:

In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions.

  • Assist in booking room reservations
  • Perform all Guest Service Representative functions
  • Maintains a favorable working relationship with all other company employees
  • Provide shuttle service to and from area locations
  • Other duties as assigned by the Supervisor

Specific Job Knowledge, Skills and Ability:

  • Working knowledge of all services and facilities of the hotel
  • Ability to assist hotel guests in an effective manner
  • Ability to fully follow supervisor’s directions
  • Ability to remember and recite company promotions and information

Qualification Standards


Strong communication skills; including the ability to deal effectively with vastly diverse groups of people and guests.


Preferred: High School and College Diploma


Preferred: Front desk experience or other experience in the hospitality field.

Licenses or Certificates:

No Requirements


All employees must maintain a neat, clean and well-groomed appearance per Tentac Enterprises’ standards.

Physical Requirements

  • Sitting in a normal seated position for extended periods of time
  • Reaching by extending hand(s) or arm(s) in any direction
  • Ability to carry items weighing up to 30 pounds without assistance
  • Finger dexterity required to manipulate objects with fingers rather than with the whole hand(s) or arm(s), for example, using a keyboard
  • Ability to move about
  • Ability to see within normal parameters
  • Ability to hear within normal range
  • Must be able to work night time hours including 10:00 p.m. to 7:00 a.m.

This description is a general statement of required major duties and responsibilities performed on a regular and continuous basis. It does not exclude other duties as assigned.