Job Description

Job Summary:

The Night Shift Guest Relations Officer plays a dual role in managing late-night guest experiences and reservation-related tasks. This position ensures a seamless overnight guest journey--from pre-arrival coordination to issue resolution--while also handling reservations, guest inquiries, and OTA management during off-hours.

Core Responsibilities

Guest Relations Duties

Initiate welcome call/message one day prior to guest arrival. Confirm and coordinate late-night check-ins and check-outs. Arrange bellboy schedules for any early-morning tasks. Liaise with housekeeping and maintenance teams for next-day readiness. Handle guest complaints, urgent issues, and service requests during the night. Conduct check-out inspections when applicable. Collect guest feedback and encourage 5-star reviews. Personally greet late-arrival VIP guests. Monitor guest satisfaction and SOP adherence. Submit daily shift report with escalations if needed.

Reservations Duties

Respond to new guest inquiries and direct booking requests received overnight. Manage OTA platforms (Airbnb, Booking.com, Expedia, etc.) for booking updates. Handle cancellations, date changes, refunds, and modifications. Update rates and apply last-minute offers or blocks as per pricing strategy. Follow up on pending payments (especially for direct or same-day bookings). Record and escalate any listing issues (photos, descriptions, rates). Coordinate with Guest Relations team for handovers.

Coordination & Handover Responsibilities

Update the morning team about ongoing issues, escalated complaints, or pending guest requests. Notify Reservations Team of guest extensions, late check-outs, or pricing queries from walk-ins. Share guest-specific notes (VIPs, special occasions, room moves). Report technical, listing, or pricing concerns affecting bookings or reviews. Prepare handover summary and ensure proper documentation of all actions taken during the night.

Key Performance Indicators (KPIs)

Guest satisfaction rating (Airbnb/Booking.com) Response time to guest issues and OTA inquiries Percentage of 5-star reviews initiated overnight Lead-to-booking conversion rate (for inquiries handled) Accuracy and quality of daily shift reporting Coordination effectiveness and handover completeness

Required Skills & Qualifications

Proven experience in hospitality or customer service roles Familiarity with OTA platforms (Airbnb, Booking.com, etc.) Strong written and verbal communication skills Ability to remain calm under pressure and resolve issues quickly Proficiency with hotel/property management systems and basic Excel/Word Detail-oriented with a strong focus on guest satisfaction Flexibility to work overnight shifts independently

Personal Attributes

Professional, friendly, and guest-centric attitude Strong sense of responsibility and accountability Problem-solver with a proactive mindset Excellent coordination and follow-up habits
Job Type: Full-time