Night Service Rep Part Time-103020

Extended Stay America•Atlanta, GA

2d•Onsite

About The Position

The Night Service Representative responds to certain on-call business needs during overnight hours when the hotel lobby is closed, helping ensure guest services are courteous, consistent, and meet quality standards. The associate is typically expected to respond within 30 minutes of notification. Requests may involve guest key or access issues, noise complaints, hotel emergencies, and limited after-hours check-ins. The position offers the opportunity to live onsite. The associate is provided a guest hotel room for lodging as part of employment and is placed on the overnight on-call schedule. Duties vary depending on events during a shift, and the associate may be asked to cover another nearby hotel when critical staffing needs arise.

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.
Ability to respond to overnight business needs, typically within 30 minutes of notification.
Ability to read and interpret safety rules, operating and maintenance instructions, and procedure manuals.
Ability to document events in writing and prepare routine correspondence.
Ability to operate a hotel mobile phone.
Proficiency in reading and speaking English and ability to speak effectively before groups of customers.
Computer skills, including accurate data entry and use of 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.
Ability to perform basic arithmetic and compute rates, ratios, and percentages, and to draw and interpret bar graphs.
Common-sense understanding to follow detailed written or oral instructions and address problems involving a few concrete variables in standardized situations.

Responsibilities

Respond to guest requests and notifications from outside service agents, including check-ins, emergency maintenance issues, noise complaints, and safety or security situations.
Maintain control of hotel keys and safeguard them from mishandling or theft.
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 room keys, and collecting payments.
Stay informed about 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, operating hours, and local points of interest.
Perform bookkeeping tasks such as logging events, running reports, and posting payments to guest folios.
Maintain proficiency with location computer and software systems.
Respond to emergencies, communicate with first responders as necessary, address key activation issues, and respond to noise complaints.
Cover another hotel in the area if requested due to critical staffing needs.
Perform other duties as assigned by management.