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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.
