About the role

What you'll do

• Anticipate guests’ needs and respond quickly & professionally to all guest requests

• Provide information on resort amenities and facilities

• Communicate and proactively recognize guest’s special occasions and celebratory events through hospitality gestures that enhance the guest experience

• Monitors flow of traffic within parking lot and public area; directing guests as appropriate and escorting non-guests off property

• Assists in Guest Pre-Checkin and Check-in process

• Responds promptly to Emergency situations and alerts Management when needed

• Monitors public area restrooms for both cleanliness and safety throughout the evening

• Inspects rooms as needed

• Must be tech savvy, adhering to the process of communicating promptly with the Remote service team and management via Work Chat in regard to Guest requests/issues, and guest complaints while maintaining professional dialogue with guests and finding resolutions to satisfaction.

• Maintain complete knowledge at all times of all hotel features/services, activities, and events.

• Inspect, plan and ensure that all materials, workspaces and equipment are in complete readiness for service.

• Be able to communicate effectively with guests and provide exceptional customer service

• Adhere to hotel requirements for guest/employee accidents or injuries and in emergency situations.

• Respond promptly to and acknowledge all guests, however busy and at whatever time of the day.

• Maintain positive guest relations at all times

• Troubleshoot and resolve light maintenance and Housekeeping requests (e.g., fixing minor issues with room facilities or delivering housekeeping supplies to a room).

• Perform regular rounds of the property to ensure guest safety and the security of the hotel’s assets.

• Monitor security cameras and report any suspicious activities.

• Respond to guest inquiries and emergencies in a calm and professional manner.

• Ensure all doors, windows, and other access points are secure during the night.

• Complete a detailed daily activity report at the end of each shift.

• Document and report all incidents or issues to hotel management.

• Communicate with the day team to ensure a seamless handover at the end of the shift.

• Follow all safety and security protocols, including emergency procedures, fire safety, and guest safety measures.

• Ensure that the lobby, front desk, and public spaces remain clean and organized throughout the night.

Qualifications

• High school diploma 

• Prior experience in a guest service role, including working knowledge of security procedures and protocols and emergency preparedness

• Excellent written and oral communication skills

• Ability to handle guest issues professionally and calmly.

• Highly developed interpersonal skills

• High level of stamina to work on feet for extended periods

• Maintain high ethical standards and professionalism.

• Multitask and prioritize as necessary to meet customer needs.

• Ability to work independently with high levels of productivity and excellent judgment on overnight shifts