Hotel Security Guard / Auditor

Temps plein

The Hotel Security Guard/ Auditor plays an integral role in supporting hotel operations during overnight hours. This position is responsible for delivering excellent guest service while also completing nightly financial processes to ensure accuracy and readiness for the next business day. As the overnight representative of the hotel, the Security Guard/Auditor balances front desk responsibilities with back-office accounting tasks, helping to maintain a safe, welcoming, and professionally run environment. You will be focused on optimizing each guest’s experience by living out our company purpose: “hospitality from our family to yours.”

Job Responsibilities:

• Process guest check-ins and check-outs, including verifying reservations, assigning rooms, activating keys, and reviewing payment information.
• Create, modify, and confirm guest reservations as needed.
• Answer incoming calls within three rings and respond to guest inquiries in a courteous and professional manner.
• Set wake-up calls accurately and warmly.
• Maintain a clean and organized front desk and lobby area throughout the overnight shift.
• Greet each guest encountered with a friendly and welcoming smile.
• Reconcile daily transactions and postings for all hotel cashiers.
• Review and compile management reports; verify accuracy of guest folios and city ledger activity.
• Ensure all end-of-day procedures are followed and submitted accurately and on time.
• Respond promptly to guest comments, concerns, or complaints; log issues and ensure satisfactory resolution.
• Make courtesy call-backs to newly checked-in guests to ensure satisfaction with their accommodations.
• Provide local recommendations and information on nearby dining, shopping, entertainment, and travel.
• Complete all tasks and reporting on the Night Audit shift checklist.
• Accurately log all relevant details in the shift pass-on log for the incoming team.
• Submit maintenance requests using the hotel’s digital work order system.
• Coordinate with other departments to ensure guest needs are met and service standards upheld.
• Assist with early morning setup such as the breakfast buffet, folding laundry, or other operational tasks as assigned.
• Adhere to hotel procedures for handling lost and found items.
• Maintain key control and guest confidentiality at all times.
• Follow all emergency and safety procedures; report incidents or unsafe conditions immediately.
• Complete all required safety trainings and certifications.
• Must maintain a professional appearance in accordance with company standards.
• Additional responsibilities may be assigned as needed to meet evolving business demands.

Job Qualifications:

• Minimum of 1 year of experience in customer service, preferably in a hotel or hospitality setting.
• Excellent verbal and written communicationskills with a professional and friendly demeanor.
• Proficient in computer and keyboard use, including familiarity with standard office software and reservation systems.
• Able to work independently and follow detailed instructions with minimal supervision.
• Strong ability to multi-task and manage shifting priorities in a fast-paced, guest-facing environment.
• Able to make sound decisions using good judgment and in accordance with company policies and procedures.
• Highly reliable, punctual, and team-oriented, with a positive attitude and commitment to guest satisfaction.
• Must be able to work an overnight schedule, including weekends and holidays, as required by business demands.

Physical Demands:

• Must be able to occasionally lift or carry items up to 25 pounds.
• Requires frequent and extended periods of standing, walking, bending, stretching, pushing, pulling, and twisting throughout the shift.
• Must have manual dexterity to operate phones, computers, tablets, payment systems, and other front desk equipment.
• Ability to multi-task efficiently, including switching between guest interactions, phone calls, and administrative tasks.
• Must be able to work independently for extended periods, including overnight and low trafficshifts when management may not be present.
• Ability to perform in a fast-paced and high-pressure environment while maintaining composure and professionalism.

As a family-owned business built on genuine relationships, Naples Hotel Group places immense value on the character and quality of our team. We are dedicated to creating an environment where associates serve each other, our partners, and the community with kindness and respect, working together toward meaningful shared success. Our tight-knit team structure ensures every voice is heard, fostering a collaborative culture rich with opportunities for career advancement and personal development.

Comprehensive Benefits Package for Full-Time Employees

• Paid Time Off: 2 weeks of vacation in the first year and 4 sick days per year
• Comprehensive health, dental, and vision insurance, plus disability and life coverage
• 401(k) with employer match
• Exclusive global hotel discounts
• Career growth opportunities across our hotel portfolio
• Additional perks including paid volunteer time and lifestyle discount