Overnight Guest Services Representative

Job Goal

This is an overnight position- covering the times from 11pm-7am; can be full-time with benefits or part-time; goal: to advance The Kirkwood Community College Center for Hospitality Excellence's vision to lead the world in educating and preparing the finest hospitality professionals that will impact the global community. Our mission is to be the best place to learn, recruit and stay. We do this by teaching, developing and serving.

General job summary: anticipate guest needs, assist hotel guests with the handling of baggage and/or packages and provide transportation for guests as required. Performs cleaning duties of the lobby and public spaces. Performs general accounting duties during the third shift. This position serves as a trainer. Trainers are responsible for supervising the learning experiences of students in all areas of The Hotel at Kirkwood Center, The Kirkwood Center for Hospitality Arts and The Kirkwood Center for Continuing Education.

Universal core competencies: advocate for continual improvement- empowering each other to identify opportunities for excellence. Collaborate with mutual accountability- working together with a willingness to take ownership and account for our actions. Champion service- anticipating needs and create a welcoming, diverse, and inclusive environment. Perseverance- commitment to excellence even in the face of adversity or delay in achieving success. Lead- regardless of title, through positive influence.

• Greet incoming guests and escort them to their destination in the building.
• Register and assign rooms to guests of hotels and escort them to their destination in the building, if needed.
• Review accounts and charges with guests during the checkout process.
• Transfer luggage, trunks, and packages to and from rooms, loading areas, vehicles, or transportation terminals, by hand or using baggage carts.
• Transport guests to and from desired locations as part of the hotel shuttle service.
• Maintain clean lobbies, shuttle vehicles and entrance areas for travelers or guests.
• Supply guests or travelers with directions, travel information, and other information such as available services and points of interest.
• Assist physically challenged travelers and other guests with special needs.
• Deliver messages and run errands for guests.
• Explain the operation of room features such as locks, ventilation systems, and televisions.
• Maintain compliance with required training as designated by supervisor.
• Communicate effectively with other areas of the hotel to ensure guest needs are met and issues are addressed timely.
• Operate computers programmed with accounting software to record, store, and analyze information.
• Check figures, postings, and documents for correct entry, mathematical accuracy, and proper codes.
• Comply with federal, state, and hotel policies, procedures, and regulations.
• Calculate, prepare, and issue bills, invoices, account statements, and other financial statements according to established procedures.
• Regular and consistent attendance at work.
• Perform other related work duties as assigned.

Performance expectations:

• Be able and willing to represent the college in the most positive manner with prospective, former and current students, clients, suppliers and the community we serve.
• Serve as back up to night auditor function as needed.
• Excellent phone etiquette & communication skills.
• Must have professional appearance and attitude.
• Serve as professional role model.
• Support other hotel functions as needed.
• Assist students in achieving course objectives.
• Welcome, value, and nurture people of all backgrounds, perspectives, and experiences, as well as support and promote an environment that accepts differences.

The following physical conditions and hazards may be encountered while working in this position:

• Indoor environment
• Outdoor environment
• Extreme temperatures

Physical requirements the physical activities required for this position involve:

• Standing over 2/3 of the time.
• Walking up to 2/3 of the time.
• Sitting under 1/3 of the time.
• Using hands over 2/3 of the time.
• Reaching with hands and arms up to 2/3 of the time.
• Ta…