Night Service Rep Part Time-103020

ESA Management•Madison, WI

10d

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 to maintain 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 associate is on the overnight on-call schedule and is provided a guest hotel room for lodging as part of employment; the role is described as an opportunity to live onsite. Duties vary depending on events during a shift. The associate may assist with guest check-ins and check-outs, key control, safety and security matters, emergency response, guest information, and bookkeeping. Associates may also be asked to cover another hotel in the area if critical staffing needs arise. 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.
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 into a computer system, 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.
Able to perform arithmetic using whole numbers, fractions, and decimals; compute rates, ratios, and percentages; and draw 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.
Regularly able to stand, walk, navigate hallways promptly, use hands to handle objects or controls, operate a mobile phone, talk, see, and hear.
Occasionally able to stoop, kneel, and smell, and push or pull objects such as carts or cleaning equipment weighing up to 50 pounds.

Responsibilities

Respond to on-call requests during overnight hours, typically within 30 minutes of notification.
Attend to guests following notifications from an outside service agent, including check-ins, emergency maintenance issues, noise complaints, and safety or security situations.
Maintain control of hotel keys, safeguard them from mishandling or theft, 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 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 location 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.