Night Service Rep Part Time-103020

Extended Stay America•Chesapeake, VA

13d•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 role helps ensure services are consistent, courteous, and meet quality standards that support guest satisfaction. Associates are typically expected to respond within 30 minutes of notification. Requests may involve guest key or access issues, noise complaints, hotel emergencies, or limited after-hours check-ins. The associate is on the overnight on-call schedule. A guest hotel room is provided for lodging as part of employment, and associates may be asked to cover another nearby hotel if critical staffing needs arise. Duties vary depending on events during a shift and may include guest assistance, key control, limited check-in and check-out tasks, basic bookkeeping, sharing property and local information, following hotel policies and safety procedures, and responding to emergencies.

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 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 able to prioritize and handle issues under pressure.
Strong time-management and problem-solving skills.
Ability to perform basic arithmetic, compute rates, ratios, and percentages, and draw and interpret bar graphs.
Common-sense understanding to follow detailed written or oral instructions and handle problems involving a few concrete variables in standardized situations.
Ability to stand, walk, navigate hallways promptly, handle objects, reach, operate a mobile phone, talk, see, and hear; occasional stooping, kneeling, or smelling.
Ability to occasionally push or pull carts or cleaning equipment weighing up to 50 pounds.

Responsibilities

Attend to guests following call notification from an outside service agent for check-ins, emergency maintenance issues, guest 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 when necessary.
Keep abreast of 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 areas of interest when necessary.
Perform bookkeeping tasks when necessary, including logging events, running reports, and posting payments to guest folios.
Maintain proficiency in the location's 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 critical staffing needs arise.
Perform other duties as assigned by management.