Night Service Rep Part Time-103020

ESA Management•Fairdale, KY

4d•Onsite

About The Position

The Night Service Representative responds to certain on-call business needs during overnight hours when the hotel lobby is closed. The representative helps ensure services are courteous, consistent, and meet quality standards that support guest satisfaction. The role is on an overnight on-call schedule, and the associate is typically expected to respond within 30 minutes of notification. Calls may involve guest key or access issues, noise complaints, hotel emergencies, limited after-hours check-ins, or emergency maintenance issues. The associate is provided a guest hotel room for lodging as part of employment, and may be asked to cover another nearby hotel when critical staffing needs arise. Duties vary depending on events during a shift. The representative may assist guests with check-ins and check-outs, maintain and log hotel keys, provide information about hotel amenities and local points of interest, record events and payments, use hotel computer and software systems, and respond to safety, security, and emergency concerns. The associate must report concerns according to company policy and communicate with first responders when necessary. Other duties may be assigned by management.

Requirements

High school diploma or GED, or one to three months of related experience and/or training, or an equivalent combination of education and experience.
Able to respond to overnight business needs, typically within 30 minutes of notification.
Proficient in reading and speaking English.
Able to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
Able to document events in writing and prepare routine correspondence.
Able to operate a hotel mobile phone.
Computer skills, including accurately accessing and entering information in a computer system, Microsoft Office Suite, and the Hotel PMS system.
Excellent oral and written communication skills.
Friendly, cooperative manner and patience when dealing with guests and staff.
Professional appearance and demeanor.
Self-starter able to prioritize and handle issues under pressure.
Strong time-management and problem-solving skills.
Able to perform basic arithmetic, calculate rates, ratios, and percentages, and draw and interpret bar graphs.
Able to follow detailed written or oral instructions and address problems involving a few concrete variables in standardized situations.
Regularly able to stand, walk, move promptly through hallways, handle objects or controls, operate a mobile phone, talk, see, and hear.
Occasionally able to stoop, kneel, and smell.
Occasionally able to push or pull carts or cleaning equipment weighing up to 50 pounds.

Nice To Haves

Related experience and/or training of one to three months.

Responsibilities

Respond to on-call guest and hotel needs during overnight hours, typically within 30 minutes of notification.
Attend to guest check-ins, emergency maintenance issues, noise complaints, and safety or security situations after receiving notification from the outside service agent.
Safeguard hotel keys and log keys in and out when necessary.
Organize, confirm, process, and conduct limited guest check-ins and check-outs, including greeting and registering guests, assigning rooms, issuing keys, and collecting payments when necessary.
Keep current with hotel policies, training, and safety procedures.
Report safety, guest, and security concerns according to company policy.
Provide guests with directions and information about property amenities, services, hours of operation, and local points of interest when necessary.
Perform bookkeeping activities as needed, including logging events, running reports, and posting payments to guest folios.
Maintain proficiency in location computer and software systems.
Respond to emergencies, communicate with first responders as necessary, address key activation issues, and respond to noise complaints when necessary.
Cover another hotel in the area if asked due to critical staffing needs.
Perform other duties as assigned by management.