Overnight Guest Service Agent, Stonebridge Inn

At CoralTree, we serve from the heart, always and in all ways. Whether that’s serving our owners, our team members or our guests, we strive to make a meaningful difference in every interaction. We believe that genuine connection is at the heart of what people value most, so it’s our commitment to bring humanity to everything we do. Ideas are easy. Results are hard. That’s why we create value in every experience, empowering teams, innovating meaningful programming and driving creativity you can measure. It’s about reimagining at the property level, where signature moments take root, iconic brands are born and real impact results from the experiences we deliver. Our team members are the soul of our company, and they embody our company values:

Integrity • Empowerment • Relationships • Performance • Innovation • Balanced Life

We believe that when we have the opportunity to bring our authentic selves to work each day, we can build something truly incredible. That’s why we’re committed to building a company where everyone can be their true selves. We’re not just talking about hiring a diverse team or serving diverse customers. We’re creating a space where everyone is welcomed and celebrated for who they are.

The Overnight Guest Service Agent plays a crucial role in ensuring the smooth operation of the hotel during overnight hours. This position is responsible for performing front desk duties, managing guest relations, and conducting nightly financial reconciliations. The ideal candidate will possess strong customer service skills and have a keen attention to detail, ensuring that every guest's experience is exceptional.

· Greet and welcome guests and provide attentive overnight service

· Assist guests with check-in and check-out, registration, payment, credit verification, special requests, and accurate guest information

· Maintain accurate room availability, key control, guest accounts, and front desk records

· Complete guest transactions accurately and follow established procedures for charges, payments, refunds, checks, and cash handling

· Answer and route incoming calls and communicate professionally by phone, email, and written correspondence

· Serve as the primary overnight point of contact for guest needs, concerns, and urgent operational matters

· Receive after-hours on-call requests for designated sister properties and gather complete, accurate information

· Document each after-hours request, including the property, guest or caller, issue, actions taken, responsible party, status, and required follow-up

· Dispatch requests to the appropriate on-call team member, department, vendor, or emergency resource in accordance with established procedures

· Follow up on dispatched requests to confirm receipt, completion, guest communication, and any unresolved next steps

· Escalate emergencies, safety concerns, guest-impacting issues, or unresolved requests to the appropriate manager or on-call leader

· Prepare a clear overnight handoff for Stonebridge Inn and supported sister properties, identifying open items, actions taken, and ownership of follow-up

· Complete and submit the overnight checklist and required reports to the Front Office Manager

· Organize and prepare the front desk for the next day’s arrivals, departures, and operational priorities

· Complete assigned administrative work accurately, including data entry, report preparation, record maintenance, filing, and other front office support

· Coordinate guest needs with relevant departments and arrange bell or transportation services as needed

· Perform PBX and concierge responsibilities as needed and remain knowledgeable about property amenities, events, and the local area

· Address guest concerns professionally, resolve matters within authority, and escalate when management assistance is required.

· Monitor the front desk and public areas, report safety or maintenance issues promptly, and follow emergency and security procedures

· Maintain front desk supplies and keep front desk and team member areas clean, organized, and ready for service

· Handle company property, guest information, keys, records, and equipment responsibly and confidentially

· Communicate relevant overnight information to the Front Office team and other affected departments

· Ability to Lift and Carry Boxes: As part of the job, agents will need to be able to lift and carry packages, boxes, and other items as necessary. These tasks are essential to maintaining the smooth flow of operations and are not considered physically demanding but are important for the role.

· Flexibility: Willingness to adapt to a demanding schedule, with varying workdays and hours.

· Experience: Previous experience in providing service to others and assisting in creating authentic travel experiences is preferred.

· People Person: A passion for serving others and creating exceptional guest experiences is essential.

· Communication Skills: Strong verbal and written communication abilities, including legible and grammatically correct writing.

· Multi-tasking Ability: Capable of handling multiple tasks while ensuring accuracy and detail-oriented service.