Job Summary
We Are Hiring: Late-Night Audit - Front of House
We are seeking a dedicated Night Auditor/Front Desk Agent to join our hospitality team. This role is essential in ensuring smooth overnight operations, providing exceptional guest services, and maintaining the hotel’s reputation for excellence. The ideal candidate will be detail-oriented, friendly, and capable of managing multiple tasks in a fast-paced environment. Bilingual or multilingual skills are highly valued to assist a diverse guest demographic.
The Sweetwater Group is a privately held boutique hospitality management & development company based in the Niagara Region of Canada. We aim to provide exceptional quality experiences for our guests built on the values of authenticity, excellence, beauty, responsibility, and positive community engagement.
The Sweetwater Group holds 3 historic properties in the immediate reach of world-renowned wineries, excellent restaurants and live theatre, the majestic Niagara Falls, and all the natural beauty of Canada's unique fruit belt.
We are currently looking for exceptional Guest Service staff to join us as we build out a unique and exciting contemporary hospitality offering in Niagara-on-the-Lake (NOTL) and Ontario.
About the Role
You will be responsible for greeting our guests, managing reservations, coordinating subcontractors and deliveries, and working closely with the team to help communicate and deliver an exceptional guest experience rooted in our values.
You will work collaboratively with staff to create a remarkable environment for guests that is respectful, personal, safe and at ease, inspired, detailed-oriented, and exceeds expectations.
Must be able to work evenings, weekends and holidays.
Hourly positions starting at $22/hour.
Responsibilities
- Greet guests upon arrival and during check-in/check-out processes with professionalism and courtesy
- Answering the Concierge line and assisting in-house guests will thier issues or questions, and alerting a manager as required
- Manage guest reservations, cancellations, and modifications efficiently using multi-line phone systems
- Handle guest inquiries and resolve issues promptly to ensure high levels of customer satisfaction - including light maintenance, rooms switches, technical issues, noise complaints and more.
- Conduct nightly audits of accounts, ensuring accuracy in billing and financial records
- Maintain accurate records of guest information and hotel activities during late-night hours
- Provide information about hotel amenities, local attractions, and services to guests
- Ensure the front desk area remains organized, clean, and welcoming throughout the shift
- Follow proper phone etiquette when communicating with guests and staff via multi-line phone systems
- Assist with administrative tasks as needed to support hotel operations
About You
- Be an excellent communicator with at least 2 years experience in hotel, food service, and/or property management
- Share the vision, and have a passion for promoting the culture and brand, of the Sweetwater Group
- Be able to multi-task with flexibility in hours -- assisting with everything from booking to front-of-house to property management -- in a demanding environment with high expectations for quality of service
- Be a demonstrated team player that can work collaboratively with other staff who share a passion for the business and what it stands for
- Understand niche markets and stay abreast of trends in the boutique hotel industry
- Have technical proficiency on digital platforms including Cloudbeds, Slack, Facebook, and other cloud-based software
- Foremost attention to detail
Job Types: Part-time, Seasonal
Experience:
- Customer service: 2 years (preferred)
- Hotel & Accommodations Night Audit or Guest Services Staff: 2 years (preferred)
Work Location: In person
Qualifications
- Previous experience in a night audit role, accounting or hospitality roles is preferred; hotel experience is a plus
- Strong customer service skills with a friendly and professional demeanor
- Excellent phone etiquette and communication skills
- Ability to work independently during late-night shifts with minimal supervision
- Multilingual or bilingual abilities are highly desirable to serve diverse guests effectively
- Familiarity with multi-line phone systems and guest service software preferred
- Knowledge of hospitality industry standards and guest services best practices is advantageous
- Must be reliable, detail-oriented, and able to handle multiple responsibilities efficiently
This position offers an opportunity to be an integral part of our hospitality team while providing exceptional service to our guests during overnight hours.
Pay: $22.00-$23.00 per hour
Benefits:
Work Location: In person
