Night Service Rep Part Time-103020

Extended Stay America•North Charleston, SC

7d•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 maintain 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 is described as an opportunity to live onsite; an associate performing this role is provided a guest hotel room for lodging as part of employment and is placed on the overnight on-call schedule. Duties vary depending on events during a shift. The representative attends to guests and handles limited check-ins and check-outs, key control, guest information, event logging, reports, and payment posting as needed. The role also involves keeping current with hotel policies and safety procedures, reporting safety and security concerns, responding to emergencies, and communicating with first responders when needed. Associates may be asked to cover another area hotel in response to critical staffing needs, 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.
Ability to respond to certain business needs during overnight hours, 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 ability to access and accurately enter 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 with the ability to prioritize and handle issues under pressure.
Strong time-management and problem-solving skills.
Ability to perform basic arithmetic and compute rates, ratios, and percentages, and to draw and interpret bar graphs.
Common-sense understanding to follow detailed written or oral instructions and deal with problems involving a few concrete variables in standardized situations.
Ability to stand, walk, move promptly through hallways, handle objects, reach, operate a mobile phone, talk, see, and hear; occasional stooping, kneeling, or smelling may be required.
Ability to occasionally push or pull objects, such as carts or cleaning equipment, weighing up to 50 pounds.

Responsibilities

Attend to guests upon notification from an outside service agent for check-ins, emergency maintenance issues, 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 room 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 activities, including logging events, running reports, and posting payments to guest folios when necessary.
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 assigned by management.