Night Service Rep; Suites

POSITION PURPOSE AND SUMMARY

The Night Service Representative Part‑Time is responsible for responding to on‑call business needs during overnight hours when the hotel lobby is closed. The associate ensures services provided are consistent, courteous, and meet high standards of quality to maintain guest satisfaction. Response time is typically within 30 minutes of notification. On‑call needs include guest key or access issues, noise complaints, emergencies, and limited after‑hours check‑ins.

The associate is provided a guest hotel room for lodging as part of the employment and is on the overnight on‑call schedule.

• Attend to guests upon call notification from outside service agent for check‑ins, emergency maintenance issues, guest noise complaints, and safety and security situations.
• Maintain control of all hotel keys, including safeguarding from mishandling or theft.
• Log keys in and out, when necessary.
• Organize, confirm, process, and conduct limited guest check‑ins/check‑outs, including greeting and registering guests, assigning rooms, issuing room keys, and collecting payments, when necessary.
• Keep abreast of hotel policies, training, and safety procedures.
• Ensure all safety, guest and security concerns are reported per company policy.
• Supply guests with directions and information regarding property amenities, services, hours of operation and local areas of interest, when necessary.
• Perform bookkeeping activities such as logging events, running reports and posting payments to guest folios, when necessary.
• Maintain proficiency in all location computer and software systems.
• Respond to emergency situations, communicate with first responders as necessary, address key activation issues, and respond to noise complaints, when necessary.
• May be asked to cover another hotel in the area should critical staffing needs arise.

Other job duties as assigned by management.

• Read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Document events in writing and prepare routine correspondence.
• Operate the hotel mobile phone.
• Speak effectively to groups of customers. Must be proficient in reading and speaking English.
• Computer skills including the ability to access and accurately input information into a computer system including Microsoft Office Suite and the Hotel PMS system.
• Excellent oral and written communication skills.
• Friendly, cooperative manner and patience in 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.
• Add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals as well as compute rates, ratio, and percentage and to draw and interpret bar graphs.
• Application of common sense understanding to carry out detailed written or oral instructions and deal with problems involving a few concrete variables in standardized situations.

• Associate must be able to respond to certain business needs during overnight hours, typically within 30 minutes of notification of the request.
• While performing the duties of this job, the associate occasionally works near moving mechanical parts and in outside weather conditions and is occasionally exposed to fumes or airborne particles and toxic or caustic chemicals.
• The noise level in the work environment is usually quiet to moderate.
• Associate is regularly required to stand; walk; navigate the hallways with prompt motion, use hands to finger, handle, or feel objects, reach, tools, or controls; operate a mobile phone, talk, see and hear. The associate is occasionally required to stoop, kneel, or smell.
• The associate must be able to occasionally push/pull objects (carts/cleaning equipment) weighing up to 50 pounds.

High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience.