Night Service Rep Part Time-103020

Extended Stay America•Charlotte, NC

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 to support 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 position includes overnight on-call duties, and the associate is provided a guest hotel room for lodging as part of employment. Associates may be asked to cover another nearby hotel when critical staffing needs arise. The duties required on a given shift vary depending on events. Responsibilities may include handling guest check-ins and emergencies, maintaining hotel keys, providing guest information, completing limited front-desk and bookkeeping tasks, and reporting safety and security concerns. The role requires proficiency with hotel computer and software systems and the ability to respond to emergency situations and communicate with first responders as necessary.

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 overnight business needs, 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 accurately entering information into computer systems and using Microsoft Office Suite and a hotel property management system (PMS).
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 calculate rates, ratios, and percentages, and to draw and interpret bar graphs.
Ability to use common-sense understanding to follow detailed written or oral instructions and deal with problems involving a few concrete variables in standardized situations.

Responsibilities

Respond to call notifications for check-ins, emergency maintenance issues, guest noise complaints, and safety or security situations.
Maintain control of hotel keys and safeguard them against 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 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, operating hours, and local points of interest when necessary.
Perform bookkeeping tasks 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.