Night Service Rep Part Time-103020

ESA Management•Atlanta, GA

1d•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 include guest key or access issues, noise complaints, hotel emergencies, and limited after-hours check-ins. The position offers the opportunity to live onsite; a guest hotel room is provided for lodging as part of employment, and the associate is placed on the overnight on-call schedule. Duties vary depending on the needs and events of a shift. The associate may attend to guests, manage hotel keys, conduct limited check-ins and check-outs, provide property and local information, perform bookkeeping tasks, and respond to safety, security, maintenance, and emergency situations. The associate may be asked to cover another nearby hotel when critical staffing needs arise and may perform other duties 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.
Proficient in reading and speaking English.
Computer skills, including accurately accessing and 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 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.
Ability to speak effectively before groups of customers.
Ability to perform basic arithmetic, compute rates, ratios, and percentages, and draw and interpret bar graphs.
Ability to follow detailed written or oral instructions and address problems involving a few concrete variables in standardized situations.
Ability to respond to overnight business needs, typically within 30 minutes of notification.

Responsibilities

Respond to overnight on-call requests, typically within 30 minutes, including guest key or access issues, noise complaints, emergencies, and limited after-hours check-ins.
Attend to guests following notifications from the outside service agent, including check-ins, emergency maintenance issues, noise complaints, and safety or security situations.
Safeguard hotel keys, maintain control of them, and 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.
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, hours of operation, and local points of interest when necessary.
Perform bookkeeping activities when necessary, such as 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.
Cover another hotel in the area if asked due to critical staffing needs.
Perform other duties assigned by management.