Overnight Front Desk Agent at the Crosby Street Hotel

The primary role of the Overnight Front Desk Agent is to provide exceptional service for every guest during the night shift while greeting, receiving, welcoming and registering guests, maintaining accounts and handling inquiries, undertaking cashiering and switchboard duties, and serving as the primary point of contact and hotel representative during overnight hours. Being an exceptional team player, this candidate would also possess excellent interpersonal skills, great attention to detail, sound independent judgment, and is driven by delivering inspirational service — even in the quiet hours when few others are on property.

Guest Service

• Ensure all guests and patrons are warmly greeted upon entering and departing the hotel, at any hour
• Check-in/check-out hotel guests efficiently while extending the highest level of hospitality
• Communicate and appropriately action all complaints/queries, escalating to the Front Office Manager or Duty Manager when applicable, and use sound judgment to resolve issues independently when a manager is not on-site
• Respond to late-night guest requests (room changes, wake-up calls, transportation, local recommendations) with the same polish expected during the day

Reservations & Administration

• Cover reservations when required, including processing walk-ins, no-shows, and same-day changes
• Prepare and distribute daily arrival/departure reports and VIP notes for the incoming morning shift

Safety & Building Oversight

• Serve as the primary hotel contact overnight, monitoring the lobby, entrances, and common areas for guest and property safety
• Conduct periodic walk-throughs of public spaces during quiet hours

Communication & Confidentiality

• Maintain the correct confidentiality of hotel guest information and records
• Maintain a high level of communication between Front Office and all other departments, ensuring a seamless handover to the morning shift through detailed logs and pass-downs
• Answer and route switchboard calls promptly and professionally at all hours