Overnight Reservation Auditor

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Overnight Reservation Auditor & Guest Support

Full Job Description
Camp Margaritaville is a warm and inviting RV Resort where people from all walks of life come together to create paradise. We offer an exciting employment experience where creating and delivering fun and escapism for our guests is the goal we seek to exceed every day. We are one of the top employers due to our competitive wages, and the opportunity to advance your career and be part of the team. We strive hard as an employer so that all our associates can say, "I Love My Job"; and be proud to work for Camp Margaritaville. If you're energetic,
professional, and passionate about hospitality, we'd love to hear from you.

The Overnight Reservation Auditor & Guest Support position is responsible for overseeing nighttime resort operations by ensuring the accuracy of reservation
information, supporting late-arriving guests, and serving as the primary point of contact for guest needs and operational issues that arise during overnight hours. The individual in this role is critical to maintaining accurate booking records, preparing the resort for a smooth operation of the following day’s arrivals and departures, and ensuring that guest concerns and operational incidents are addressed promptly and professionally. By monitoring reservation systems, coordinating overnight communications, and responding to guest and emergency calls in a
manner that reflects the resort’s standards and commitment to a positive experience, the Overnight Reservation Auditor & Guest Support position helps ensure a smooth transition between operating nights and days, and supports a safe, organized, and guest-focused resort environment.

Job Overview: 
Guest Services & Overnight Support
1. Assist late arrival guests by conducting after-hours check-ins and answering any overnight inquiries.
2. Provide information to guests regarding resort amenities, policies, and directions within the resort.
3. Address guest concerns and escalate urgent issues to the appropriate department or direct contact.
4. Document overnight incidents or operational issues that occur during the shift.
5. Communicate important overnight updates to relevant departments to ensure continuity of operations, the following day.
6. Ensure unresolved issues are clearly documented and passed along to management for follow-up the next day.
7. Maintain a professional and welcoming presence for guests who require assistance during overnight hours.
8. Perform hourly rounds to ensure all resort rules & policies are being respected.

Reservation Management
9. Monitor and manage the resort’s reservation system overnight to ensure accuracy of bookings and reservation entries.
10. Process new reservations, cancellations, and reservation modifications received through online booking platforms and internal reservation systems.
11. Verify and prepare for next-day arrivals, departures, and the execution of guest special requests.
12. Ensure guest profiles, payment methods, and reservation details are accurate for upcoming reservations.
13. Document discrepancies for upcoming reservations and report them to management for follow-up the next day.
14. Assist with administrative tasks to support the reservations team, including preparing check-in packets for incoming arrivals.
15. Review reservation activity, ensuring all nightly system updates and reconciliations are completed accurately, and the reservation system is prepared for the next business day.

Incident Coordination and Dispatch
16. Serve as the primary dispatcher for the resort emergency phone during overnight hours by answering incoming emergency calls, determining the nature of the situation, and maintaining clear communication with responding team members until the issue is resolved.
17. Dispatch the appropriate department or personnel to respond to emergency situations, in a timely manner.
18. Document all emergency calls, incidents, and responses for management review the following day.
19. Follow established emergency procedures and communication protocols when responding to incidents.
20. Assist with additional operational support tasks such as updating spreadsheets for rallies or group bookings,
collecting outstanding guest payments and sending reminder emails for payment requests, as needed.
21. Ensure confidentiality of both guest and company information while administering services.
22. Perform additional duties as requested.

Skills/Experience

• 1-2 years of previous office or administrative experience, preferably for a hospitality or resort-style environment.
• Experience working with the Microsoft Office Suite, specifically Excel.
• Prior experience resolving conflict or guest issues in a customer-facing role.
• Bilingual – Ability to speak, read and write in both English and Spanish, preferred.
• Strong organizational skills.
• Ability to work in a fast-paced environment, multitask, manage time effectively, and adapt to changing priorities.
• Excellent written and verbal communication.
• Strong attention to detail when completing tasks.
• Decision-making skills with the ability to problem-solve.
• Ability to resolve conflict with empathy and sensitivity to the situation.