Job Details

POSITION PURPOSE AND SUMMARY

The Overnight Guest Services Associate Part Time is responsible for addressing on-call business needs during nighttime hours when the hotel lobby is closed. This role ensures that all services provided are courteous, consistent, and uphold high standardsto maintain guest satisfaction. The associate will typically respond to requests within 30 minutes, handling situations such as guest access issues, noise complaints, emergencies, or after-hours check-ins. This position also offers the unique opportunity to live onsite, with a guest hotel room provided for lodging.

MAJOR / KEY JOB DUTIES

• Address guest needs upon notification from outside services, including check-ins, emergency maintenance, noise complaints, and safety issues.
• Manage all hotel keys with care, preventing mishandling or theft.
• Log keys in and out as needed.
• Assist with limited guest check-ins and check-outs, including greeting guests, assigning rooms, issuing keys, and handling payments when necessary.
• Stay updated on hotel policies, training, and safety procedures.
• Report safety, guest, and security concerns according to company policy.
• Provide guests with information about property amenities, services, and local attractions.
• Perform bookkeeping tasks such as logging events, running reports, and processing payments when required.
• Maintain proficiency in all relevant computer systems and software.
• React to emergency situations, communicate with first responders as necessary, and address key activation and noise complaint issues.
• May be asked to assist at another hotel nearby during critical staffing needs.

OTHER DUTIES

Other responsibilities as assigned by management.

KNOWLEDGE, SKILLS, ABILITIES & COMPETENCIES

• Ability to read and interpret documents like safety rules and procedural manuals.
• Proficient in documenting events and preparing correspondence.
• Operational knowledge of hotel mobile phone.
• Effective communication skills, including the ability to speak before groups.
• Computer proficiency, particularly with Microsoft Office Suite and hotel PMS systems.
• Excellent written and verbal communication skills.
• Friendly, cooperative attitude and patience while interacting with guests and staff.
• Professional appearance and demeanor.
• Self-motivated with the ability to prioritize and resolve issues under pressure.
• Strong time management and problem-solving skills.
• Proficient in basic math and the ability to interpret data.
• Ability to follow detailed instructions and address issues in standardized situations.

ENVIRONMENTAL JOB REQUIREMENTS

This position may require individuals to perform essential functions in various work environments.

• Must be able to respond to overnight shifts, typically within 30 minutes of notification.
• Occasional exposure to moving mechanical parts and outdoor weather conditions, as well as fumes or airborne particles and hazardous chemicals.
• Noisy conditions generally range from quiet to moderate.
• Regularly required to stand, walk, and navigate hallways quickly, while using hands to operate a mobile phone, talk, see, and hear.
• Occasionally required to stoop, kneel, or smell.
• Ability to occasionally push/pull objects weighing up to 50 pounds, like carts or cleaning equipment.

MINIMUM QUALIFICATIONS

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