Night Service Rep Part Time-103020

Extended Stay America•Kentwood, MI

About The Position

The Night Service Representative responds to on-call business needs during overnight hours when the hotel lobby is closed, providing courteous, consistent, high-quality service to maintain guest satisfaction. The associate is typically expected to respond within 30 minutes of notification. Calls may involve guest key or access issues, noise complaints, hotel emergencies, or limited after-hours check-ins. The position includes an overnight on-call schedule, and a guest hotel room is provided for lodging as part of employment. Associates may be asked to cover another nearby hotel when critical staffing needs arise. Duties vary depending on events during a shift and may include assisting guests, handling hotel keys, conducting limited check-ins and check-outs, providing property and local information, performing bookkeeping tasks, maintaining familiarity with hotel systems and procedures, and responding to emergencies and safety or security concerns. 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.
Be able to respond to overnight business needs, typically within 30 minutes of notification.
Read and interpret safety rules, operating and maintenance instructions, and procedure manuals.
Document events in writing and prepare routine correspondence.
Operate a hotel mobile phone.
Read and speak English proficiently and communicate effectively with groups of customers.
Use a computer to access and accurately enter information, including in Microsoft Office Suite and the Hotel PMS system.
Demonstrate excellent oral and written communication skills.
Maintain a friendly, cooperative manner and patience when dealing with guests and staff.
Present a professional appearance and demeanor.
Be self-motivated, prioritize tasks, and handle issues under pressure.
Demonstrate strong time-management and problem-solving skills.
Perform basic arithmetic and compute rates, ratios, and percentages; draw and interpret bar graphs.
Use common-sense reasoning to follow detailed written or oral instructions and solve problems involving a few concrete variables in standardized situations.
Stand and walk regularly; navigate hallways promptly; use hands to handle objects and reach for tools or controls; operate a mobile phone; and talk, see, and hear.
Occasionally stoop, kneel, smell, and push or pull objects such as carts or cleaning equipment weighing up to 50 pounds.

Responsibilities

Respond to calls for check-ins, emergency maintenance issues, guest 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 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 tasks such as 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 asked because of critical staffing needs.
Perform other duties assigned by management.