NSR Suites Part Time-100011

ESA Management•Rockford, IL

10d•Onsite

About The Position

The NSR Suites employee responds to certain on-call business needs overnight, when the hotel lobby is closed, and helps ensure courteous, high-quality service and guest satisfaction. The employee is provided with a hotel room for lodging as part of employment and is placed on the overnight on-call schedule. They must typically 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 role also works in a Guest Service Representative capacity and sets up and maintains breakfast daily from 5:30 AM to 7:00 AM. Depending on the needs of a shift, duties may include guest check-ins and check-outs, handling keys and payments, providing information about the property and local area, maintaining records, responding to emergencies, and supporting another area hotel during critical staffing needs. Other duties may be assigned by the manager.

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 read and interpret safety rules, operating and maintenance instructions, and procedure manuals.
Ability to log events in writing and prepare routine correspondence.
Ability to operate the hotel mobile phone.
Ability to speak effectively before groups of customers.
Proficiency in reading and speaking English.
Computer skills, including accurately accessing and entering 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, compute rates, ratios, and percentages, and draw and interpret bar graphs.
Ability to use common-sense understanding to follow detailed but uninvolved written or oral instructions and handle problems involving a few concrete variables in standardized situations.
Ability to respond to overnight requests, typically within 30 minutes of notification.
Ability to perform the described physical duties, including standing, walking, moving promptly through hallways, handling objects and controls, and using a mobile phone.

Responsibilities

Work in a Guest Service Representative capacity and set up and maintain breakfast daily from 5:30 AM to 7:00 AM.
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 following notification from an outside service agent regarding check-ins, emergency maintenance issues, noise complaints, and safety or security situations.
Maintain control of hotel keys, safeguard them from 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 abreast of hotel policies, training, and safety procedures.
Provide guests with directions and information about property amenities, services, hours of operation, and local points of interest when necessary.
Perform bookkeeping activities when necessary, such as 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 necessary, address key activation issues, and respond to noise complaints.
Cover another hotel in the area during critical staffing needs when requested.
Perform other duties as assigned by the manager.