Night Service Rep Part Time-103020

Extended Stay America•North Charleston, SC

16h•Onsite

About The Position

The Night Service Representative responds to certain on-call business needs during overnight hours while the hotel lobby is closed. The role provides courteous, high-quality service to maintain guest satisfaction and requires the associate to respond, typically 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 included in the overnight on-call schedule. Duties vary depending on events during a shift. Associates may also be asked to cover another nearby hotel if 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 with groups of customers.
Computer skills, including accurately accessing and entering information in computer systems, 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 with the ability to prioritize and handle issues under pressure.
Strong time-management and problem-solving skills.
Ability to perform arithmetic using whole numbers, fractions, and decimals; compute rates, ratios, and percentages; and draw and interpret bar graphs.
Common-sense judgment to follow detailed written or oral instructions and address problems involving a few concrete variables in standardized situations.
Ability to stand, walk, move promptly through hallways, use hands to handle objects, reach for tools or controls, operate a mobile phone, and talk, see, and hear.
Ability to occasionally stoop, kneel, or smell and to push or pull carts or cleaning equipment weighing up to 50 pounds.

Responsibilities

Respond to calls from the outside service agent for guest 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 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, including logging events, running reports, and posting payments to guest folios.
Maintain proficiency with the location's computer and software systems.
Respond to emergencies, communicate with first responders as needed, address key activation issues, and respond to noise complaints.
Cover another hotel in the area if critical staffing needs arise.
Perform other duties as assigned by management.