Night Hospitality Agent – Hotel

Job Description

We are looking for a professional and customer-focused Night Hospitality Agent to join our hotel team. The Night Hospitality Agent is responsible for providing exceptional guest service during the night shift, managing front desk operations, handling guest requests, ensuring accurate billing, and completing end-of-day procedures to support smooth hotel operations.

Key Responsibilities

Welcome and assist guests during check-in and check-out procedures during the night shift.
Manage room reservations, guest requests, modifications, and cancellations.
Process payments, verify billing information, and handle any necessary adjustments or corrections.
Issue and activate room keys while ensuring guest security and confidentiality.
Provide information about hotel facilities, services, operating hours, and local attractions.
Respond professionally to guest inquiries, requests, and concerns, ensuring excellent guest satisfaction.
Handle wake-up call requests and communicate messages accurately.
Monitor hotel activity during the night and report any unusual situations or incidents to the relevant departments.
Maintain accurate records of all guests staying in the hotel for emergency purposes.
Prepare and review daily reports, logs, and operational documents.
Complete cashiering procedures, including balancing the cash drawer and securing payments.
Perform night audit duties, including posting charges, completing end-of-day reports, and preparing the system for the next business day.
Assist with resolving any outstanding guest requests or issues from previous shifts.
Notify security or management of any incidents, including lost property, safety concerns, or guest complaints.
Follow all hotel policies, procedures, and quality standards.

Guest Service Excellence

Provide a warm, professional, and welcoming experience to all guests.
Anticipate guest needs and provide proactive assistance whenever possible.
Communicate clearly and professionally with guests and team members.
Maintain a clean, professional appearance according to hotel standards.
Protect guest privacy and confidential information.
Handle guest complaints calmly and efficiently.
Work collaboratively with other departments to ensure smooth hotel operations.
Assist guests with special requirements, including accessibility needs.
Perform additional duties as assigned by the Night Manager or Front Office Manager.

Requirements

Pre-departure course is Mandatory
Already living in Malta
Previous experience in hotel reception, front office, or customer service is preferred.
Strong communication and problem-solving skills.
Good level of English communication skills.
Ability to work independently during overnight hours.
Attention to detail and strong organizational skills.
Comfortable working with hotel systems and handling cash transactions.
Flexibility to work nights, weekends, and public holidays.