Night Service Rep Part Time-103020

ESA Management•Phoenix, AZ

3d•Onsite

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 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 role is on an overnight on-call schedule and includes a guest hotel room for lodging as part of employment; the posting describes it as an opportunity to live onsite. Duties vary depending on events during a shift. The associate may assist with check-ins and check-outs, safeguard hotel keys, provide information to guests, perform basic bookkeeping and system tasks, respond to emergencies, and report safety, guest, and security concerns according to company policy. 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.
Proficient in reading and speaking English.
Able to read and interpret 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.
Able to speak effectively before groups of customers.
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, and patient 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 interpret bar graphs.
Able to use common-sense understanding to follow detailed written or oral instructions and address problems involving a few concrete variables in standardized situations.
Able to respond to overnight business needs, typically within 30 minutes of notification.
Able to stand, walk, move promptly through hallways, handle objects, reach, operate a mobile phone, and talk, see, and hear.
Able to occasionally stoop, kneel, smell, and push or pull objects such as carts or cleaning equipment weighing up to 50 pounds.

Responsibilities

Respond to notifications from the outside service agent regarding guest check-ins, emergency maintenance issues, guest noise complaints, and safety or security situations.
Maintain control of hotel keys, safeguard them from mishandling or theft, and log them 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 with hotel policies, training, and safety procedures.
Report safety, guest, and security concerns according to company policy.
Provide directions and information about property amenities, services, hours of operation, and local points of interest when necessary.
Perform bookkeeping activities 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 asked to do so because of critical staffing needs.
Perform other duties as assigned by management.