Overnight Support Specialist

Job Description:

Role and Responsibilities

The Night Service Rep Part Time position at Extended Stay America is an exciting opportunity to work in a dynamic environment where you will be responsible for providing exceptional guest service during overnight hours.

You will be the first point of contact for guests arriving after regular business hours, ensuring they receive a warm welcome and have their needs met efficiently. Your role will also involve handling guest key or access issues, noise complaints, emergencies at the hotel, or limited after-hours check-ins.

To excel in this position, you should possess excellent communication skills, both written and verbal, and be able to respond to business needs promptly and professionally. You will work closely with our team to ensure seamless operations and provide exceptional service to our guests.

• Key Job Functions
• 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 the 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.
• Respond to emergency situations, communicates with first responders as necessary, addresses key activation issues, and responds to noise complaints, when necessary.