Job Abstract

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.

ESSENTIAL JOB FUNCTIONS
* The following job duties will vary and may or may not be required to be performed during a given shift, depending on occurrences during said shift.
* 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.

KNOWLEDGE, SKILLS, ABILITIES & COMPETENCIES
* 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. Ability to deal with problems involving a few concrete variables in standardized situations.

Excellent opportunity to live onsite. The employee who performs this position is provided a hotel room for lodging as part of their employment and is on the overnight on-call schedule. The employee must be able to respond to certain business needs during overnight hours, typically within 30 minutes of notification of the request. On-call business needs include guest key or access issues, noise complaints, emergencies at the hotel, or limited after-hours check-ins.

ENVIRONMENTAL JOB REQUIREMENTS
* The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
* Employee 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 employee 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.
* The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
* While performing the duties of this job, the employee 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 employee is occasionally required to stoop, kneel, or smell.