Guest Service Representative - Night Auditor - Diamond Hotels Management Inc

As a Guest Services Representative / Night Auditor, you'll play the dual role in ensuring exceptional guest experiences and seamless overnight operations. By day or night, you are the welcoming face of the hotel—creating memorable interactions, handling arrivals and departures, and assisting guests with professionalism and care. During overnight hours, you also balance accounts, process daily reports, and maintain Front Desk systems to prepare for the next business day. Your commitment to friendly service, accuracy, and efficiency ensures every guest enjoys a comfortable and worry-free stay while supporting the continued success of hotel operations.

What You'll Do

• Greet, register, and assist guests throughout their stay, including check-in, check-out, reservations, and payment processing, while maintaining accuracy in all guest accounts, ensuring a smooth and positive guest experience
• Register guests accurately, verifying reservation details, identification, address, and payment information while accommodating special requests when possible.
• Handle reservation inquiries, guest concerns, and complaints with care and professionalism, ensuring timely resolution.
• Prepare for group room arrangements and VIP arrivals; become informed of events/ functions in the hotel during the shift.
• Receive and process telephone and walk-in reservations by providing hotel information such as room types, rates and packages, as well as highlighting the hotel’s facilities, features, and services to provide accurate information and enhance guest satisfaction.
• Provide accurate information and directions about the hotel, amenities, and local attractions.
• Process guest payments and maintain an accurate house bank, preparing daily cash deposits and reports in accordance with hotel policies.
• Perform all Night Audit duties, including posting room and tax charges, balancing guest accounts, verifying reservation and profile data, and reconciling telephone charges.
• Process and reconcile no-show, pre-paid, and corporate lodging reservations; ensure registration card buckets are accurately maintained.
• Record and review all relevant information in the Night Audit and Front Desk logbooks to support thorough communication and follow-up across shifts.
• Balance departmental postings, run and review financial tapes, and ensure all reporting is completed accurately and on time.
• Verify and balance credit card transactions, close batches for both Catering and Front Desk, and reconcile direct bill accounts.
• Generate, print, and distribute required reports to management, accounting, sales, and other hotel departments as needed.

The above areas of responsibility are not all inclusive and may be amended from time to time.

Who We're Looking For

• Completion of secondary school diploma (Grade 12) or equivalent
• Minimum 1 year of customer service experience
• Previous Front Desk experience preferred
• Smart Serve Certified preferred
• Must be computer literate
• Ability to speak French is considered an asset
• Must possess an outstanding level of customer service, be punctual and well-organized
• Must have excellent organizational skills and attention to detail
• Must be a team player and have excellent communication skills
• Must posses the ability to communicate effectively within a diverse team environment
• Ability to work effectively and collaboratively in a multi-cultural environment with co-workers, managers and guests
• Must be flexible to work overnight shifts as well as on weekends and holidays

This is a part time position where you will be scheduled approximately 2-3 shifts a week. You may be scheduled 2 Guest Service Representative shifts which run from 3pm - 11pm, and scheduled 1 Night Audit shift that runs from 11pm - 7am.

Why Join Us?

• Join a supportive team that values your skills, dedication, and growth.
• Advance your career through hands-on experience and clear development opportunities.
• Be part of a reputable hotel known for delivering exceptional guest service and quality.
• Enjoy job stability, competitive benefits, and flexible scheduling that supports work-life balance.
• Create meaningful, memorable experiences for guests from all over the world.

At The Holiday Inn Express & Suites Kingston Central, your work matters — every day you’ll contribute to a team committed to excellence and making every guest’s stay extraordinary. Join us and be part of something special.

Owned and operated by Diamond Hotels Management Inc. we are committed to delivering exceptional, guest centric hospitality experiences, supporting our associates in meaningful ways, positively impacting the community and integrating sustainable tourism into every part of our business.

Working for our Holiday Inn Express & Suites Kingston Central property allows for many growth and development opportunities in each department and property, participating in fun, inclusive employee events, access to discounted Kingston Frontenacs Hockey Tickets, group insurance benefits for full-time employees, hotel discounts for you, your family and friends, and more!

We are committed to contribute to a systemic change in equity, diversity, and inclusion. Diamond Hotels is proud to be an equal opportunity employer. We commit to identify, prevent, and eliminate discrimination and harassment in all its forms with respect to race, color, ancestry, place of origin, physical or mental disability, sex, gender identity or expression, sexual orientation, age, religion, political belief, marital status, or family status of that person or that group or class of persons.

We are further committed to compliance with all fair employment practices relating to citizenship and immigration status. In recruiting for our team, we want to know more about the collective sum of your experiences, knowledge, innovation, self-expression, and talent that you invest in your work. We encourage members of designated groups and Indigenous Peoples to self-identify and apply.

We will also make accommodation available to job applicants with disabilities in the recruitment process. During this process, if an applicant requests accommodation, please contact Human Resources at 613-650-5420 and we will consult with the applicant and arrange for a suitable accommodation that takes into account the applicant’s accessibility needs.