Night Service Rep Part Time-103020

Extended Stay America•King of Prussia, PA

16h•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 provides courteous, consistent, high-quality service to maintain guest satisfaction and typically requires responding 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 associate may also be asked to cover another hotel in the area if critical staffing needs arise. Duties vary by shift and may include attending to guests, maintaining and logging hotel keys, completing limited check-ins and check-outs, providing information about hotel amenities and local points of interest, and performing bookkeeping tasks. The representative must follow hotel policies, training, and safety procedures; report safety, guest, and security concerns; maintain proficiency with location computer and software systems; and respond to emergencies, including contacting first responders as needed.

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 accurately accessing and entering information into computer systems, Microsoft Office Suite, and the Hotel PMS system.
Excellent oral and written communication skills.
Friendly, cooperative, patient manner when dealing with guests and staff.
Professional appearance and demeanor.
Ability to work independently, prioritize tasks, and handle issues under pressure.
Strong time-management and problem-solving skills.
Ability to perform arithmetic calculations and compute rates, ratios, and percentages, and to draw and interpret bar graphs.
Ability to follow detailed written or oral instructions and address problems involving a few concrete variables in standardized situations.
Ability to stand, walk, move promptly through hallways, use hands to handle objects, reach, operate a mobile phone, talk, see, and hear; occasionally stoop, kneel, or smell.
Ability to occasionally push or pull carts or cleaning equipment weighing up to 50 pounds.

Responsibilities

Respond to overnight on-call requests, typically within 30 minutes, including guest key or access issues, noise complaints, emergencies, and limited after-hours check-ins.
Attend to guests after notification from the outside service agent, including check-ins, emergency maintenance issues, noise complaints, and safety or security situations.
Safeguard hotel keys and maintain control of them; 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 with 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 when necessary, including logging events, running reports, and posting payments to guest folios.
Maintain proficiency in the location's computer and software systems.
Respond to emergencies, communicate with first responders as needed, 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.