Night Service Rep Part Time-103020

ESA Management•Chesapeake, VA

13d

About The Position

The Night Service Representative responds to certain hotel business needs during overnight hours when the lobby is closed. The role helps ensure services are courteous, consistent, and meet quality standards that support guest satisfaction. The associate is on an overnight on-call schedule and typically must respond within 30 minutes of notification. Requests may include guest key or access issues, noise complaints, hotel emergencies, and limited after-hours check-ins. A guest hotel room is provided for lodging as part of employment, and the associate may be asked to cover another nearby hotel when critical staffing needs arise. Duties vary depending on events during a shift. The role includes assisting guests, maintaining hotel key control, performing limited check-in and check-out tasks, sharing property and local information, completing basic bookkeeping, using hotel computer systems, and responding to emergencies. 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.
Computer skills, including accessing and accurately entering information into a computer system, Microsoft Office Suite, and the hotel PMS system.
Excellent oral and written communication skills; able to speak effectively before groups of customers.
Friendly, cooperative, and patient manner 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, compute rates, ratios, and percentages, and interpret bar graphs.
Able to follow detailed written or oral instructions and deal with 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 and walk regularly, move promptly through hallways, use hands to handle or feel objects and controls, operate a mobile phone, and talk, see, and hear.
Occasionally able to stoop, kneel, smell, and push or pull objects such as carts or cleaning equipment weighing up to 50 pounds.

Responsibilities

Respond to on-call requests for check-ins, emergency maintenance issues, guest noise complaints, and safety or security situations.
Maintain control of hotel keys, safeguard them against 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.
Keep current 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, hours of operation, and local points of interest when necessary.
Perform bookkeeping activities such as logging events, running reports, and posting payments to guest folios when necessary.
Maintain proficiency with location 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 requested due to critical staffing needs.
Perform other duties as assigned by management.