Night Service Rep Part Time-103020
Extended Stay America - Kentwood, MI
posted 16 days ago
About the position
The Night Service Representative responds to certain types of on-call business needs during overnight hours when the hotel lobby is closed and ensures services provided are consistent, courteous, and meet high standards of quality to maintain guest satisfaction. This position involves attending to guests upon call notification from outside service agents for check-ins, emergency maintenance issues, guest noise complaints, and safety and security situations. The representative is responsible for maintaining control of all hotel keys, logging keys in and out, and conducting limited guest check-ins/check-outs. Additionally, the role requires keeping abreast of hotel policies, training, and safety procedures, as well as performing bookkeeping activities such as logging events and posting payments to guest folios. The representative must also respond to emergency situations and communicate with first responders as necessary. This position may require covering another hotel during critical staffing needs and performing other duties as assigned by the manager.
Responsibilities
- Attending 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.
- Logging keys in and out, when necessary.
- Organizes, confirms, processes, and conducts limited guest check-ins/check-outs, including greeting and registering the guests, assigning rooms, issuing room keys, and collecting payments, when necessary.
- Keeps abreast of hotel policies, training, and safety procedures.
- Supplies guests with directions and information regarding property amenities, services, hours of operation and local areas of interest, when necessary.
- Performs bookkeeping activities such as logging events, running reports and posting payments to guest folios, when necessary.
- Maintains proficiency in all location computer and software systems.
- Responds to emergency situations, communicates with first responders as necessary, addresses key activation issues, and responds to noise complaints, when necessary.
- When necessary, employees in this position may be asked to cover another hotel in their area during critical staffing needs.
- Other job duties as assigned by manager.
Requirements
- Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
- Ability to log, in writing, events and prepare routine correspondence.
- Ability to operate the hotel mobile phone.
- Ability to speak effectively before groups of customers. Must be proficient in reading and speaking English.
- Must have 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.
- Must maintain a 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 add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
- Ability to compute rates, ratio, and percent and to draw and interpret bar graphs.
- Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions.
Benefits
- Weekly Pay!
- Competitive Wages
- Great working environment
- Employee Recognition Programs
- Vision Insurance
- 401(k) Savings Plan
- Employee Assistance Program (EAP)
- Employee Perks Program offering discounts to major companies
