Night Service Rep Part Time-103020

Extended Stay America•Phoenix, AZ

About The Position

The Night Service Representative responds to certain on-call business needs during overnight hours when the hotel lobby is closed, providing courteous, high-quality service that supports guest satisfaction. The associate is generally expected to respond within 30 minutes of being notified. Calls may involve guest key or access issues, noise complaints, hotel emergencies, or limited after-hours check-ins. The position includes overnight on-call duties, and the associate is provided a guest hotel room for lodging as part of employment. Associates may be asked to cover another nearby hotel when critical staffing needs arise. Duties vary depending on events during a shift. They include assisting guests with check-ins and emergencies, maintaining and logging hotel keys, processing limited check-ins and check-outs, sharing information about the property and local area, completing basic bookkeeping and reports, using hotel computer and software systems, and following hotel safety and security procedures. 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.
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 entering information into 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 arithmetic with whole numbers, fractions, and decimals; 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 and walk regularly; navigate hallways promptly; use hands to handle or feel objects; reach; operate a mobile phone; talk, see, and hear; and occasionally stoop, kneel, or smell.
Ability to occasionally push or pull carts or cleaning equipment weighing up to 50 pounds.

Responsibilities

Respond to calls from the outside service agent to assist with check-ins, emergency maintenance issues, guest noise complaints, and safety or security situations.
Safeguard hotel keys and maintain control of them; 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 up to date on 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 when necessary.
Perform bookkeeping tasks when necessary, 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 necessary, address key activation issues, and respond to noise complaints when necessary.
Cover another hotel in the area if requested due to critical staffing needs.
Perform other duties assigned by management.