Job Description

Situated along an impressive stretch of oceanfront on the Virginia Beach Boardwalk, Holiday Inn & Suites Virginia Beach – North Beach is a premier family-friendly resort offering an unforgettable beachfront experience for leisure travelers, families, and groups. The resort features 238 oceanfront guest rooms and suites, each with private balconies or patios designed to showcase breathtaking views of the Atlantic Ocean and provide comfortable resort-style living.

Guests enjoy a wide range of amenities designed for relaxation and entertainment, including multiple lagoon-style outdoor pools, direct beach access, a complimentary 48-seat movie theater, and several on-property food and beverage outlets. Families especially appreciate kid-friendly experiences such as Splash Kamp activities and breakfast where kids eat free. With its oceanfront location and resort-style amenities, North Beach delivers a vibrant and memorable stay for every guest.

Holiday Inn & Suites Virginia Beach – North Beach is proudly operated by Harrison Group, a third-generation family-owned hospitality company that has been serving guests since 1951. Headquartered in Ocean City, Harrison Group operates a diverse portfolio of hotels and restaurants across coastal destinations including Virginia Beach, Corolla, and Jacksonville Beach. The company is committed to continually enhancing its properties, investing in renovations, and delivering exceptional hospitality experiences for guests while creating rewarding career opportunities for its team members.

Job Title: Front Desk Clerk & Night AuditLocation: Holiday Inn & Suites Virginia Beach – North Beach

Reports to Assistant General Manager

Basic Purpose:

The Front Desk Clerk & Night Auditor is responsible for providing professional and courteous service to guests while managing the daily operations of the hotel front desk during both daytime and overnight shifts. This role serves as a primary point of contact for guests and is responsible for check-in and check-out procedures, managing reservations, addressing guest inquiries, and maintaining accurate records of bookings and payments.

In addition, the role performs night audit responsibilities, including balancing daily transactions, reconciling financial reports, completing end-of-day system procedures, and preparing operational reports for management. The Front Desk Clerk & Night Auditor plays a key role in creating a welcoming guest experience while ensuring accurate financial reporting and smooth overnight hotel operations.

Essential Functions:

1.Greet and welcome guests upon arrival and complete check-in and check-out procedures in accordance with hotel standards.

2.Register guests by collecting and verifying necessary information including contact details, identification, and payment information.

3.Manage online, phone, and in-person reservations, ensuring accurate entry into the property management system.

4.Inform guests about available rooms, hotel rates, amenities, and property services.

5.Verify guest payment methods and process transactions in accordance with hotel policies.

6.Maintain accurate and up-to-date records of reservations, room assignments, and payments.

7.Respond promptly and professionally to guest inquiries, requests, and complaints.

8.Coordinate with housekeeping to ensure rooms are clean, ready, and properly prepared for arriving guests.

9.Confirm group reservations and assist with arrangements for group arrivals, events, or VIP guests.

10.Promote and upsell hotel services, amenities, and facilities when appropriate.

11.Perform night audit responsibilities, including balancing daily transactions and reconciling guest accounts.

12.Complete end-of-day financial procedures and ensure all hotel systems and accounts are properly updated.

13.Prepare and distribute daily audit and operational reports for management review.

14.Monitor hotel activity during overnight shifts and address any guest concerns or operational issues.

15.Assist late-night guests with check-ins, check-outs, and inquiries.

16.Follow front office policies and procedures to ensure smooth daily and overnight operations.

17.Perform additional duties as assigned.

Education:

High school diploma or equivalent required; coursework or a degree in hospitality, tourism, or hotel management preferred.

Experience:

1.Previous experience as a hotel front desk agent, night auditor, receptionist, or similar customer service role preferred.

2.Experience working with hotel reservation systems such as Cloudbeds, RoomKeyPMS, or similar property management systems preferred.

3.Familiarity with online travel and booking platforms such as Booking.com and TripAdvisor preferred.

4.Experience providing customer service in a hospitality or service-oriented environment.

5.Basic knowledge of financial reconciliation or night audit procedures preferred.

Skills & Abilities:

1.Strong customer service orientation and commitment to guest satisfaction.

2.Excellent communication and interpersonal skills.

3.Strong organizational and multitasking abilities in a fast-paced environment.

4.Ability to handle guest concerns and resolve issues in a professional and courteous manner.

5.Attention to detail and ability to maintain accurate records and transactions.

6.Ability to work independently while collaborating effectively with other departments.

7.Basic computer proficiency and ability to learn hotel management systems.

8.Professional appearance and demeanor when interacting with guests and team members.

No. of Employees Supervised:

None

Travel Required:

Minimal travel required; occasional travel may occur for training or support of property projects.

Hours Required:

This position requires a flexible schedule based on operational needs. Hours may include evenings, weekends, holidays, and emergency response situations.

Physical Requirements:

This role requires the ability to stand for extended periods of time, up to eight hours per shift. Must be able to walk, reach, bend, and stoop as needed to complete daily tasks. The position requires frequent use of hands for repetitive motions such as typing and phone use. Must be able to lift and carry up to 25 pounds occasionally, including assisting with luggage or handling packages. Clear verbal communication in person and over the phone is required.

Harrison Group is an equal opportunity employer of all qualified individuals. We are committed to creating a diverse and welcoming workplace that includes individuals with diverse backgrounds and experiences. We believe that enables us to grow as a company while serving customers throughout our communities. Black, Indigenous and People of Color, women, LGBTQIA+, and persons with disabilities are encouraged to apply.