Overnight Guest Services Representative

This is an overnight position covering the hours from 11:00 PM to 7:00 AM. Can be full-time with benefits or part-time.

About the role

The role advances The Kirkwood Community College Center for Hospitality Excellence's vision to lead the world in educating and preparing the finest hospitality professionals that will impact the global community. The mission is to be the best place to learn, recruit, and stay by teaching, developing, and serving.

Anticipate guest needs, assist hotel guests with baggage and packages, and provide transportation as required. Perform cleaning duties of the lobby and public spaces, and handle general accounting duties during the third shift. This position also serves as a trainer, supervising the learning experiences of students in The Hotel at Kirkwood Center, The Kirkwood Center for Hospitality Arts, and The Kirkwood Center for Continuing Education.

Universal Core Competencies

• Advocate for Continual Improvement – empowering each other to identify opportunities for excellence.
• Collaborate with Mutual Accountability – working together with a willingness to take ownership and account for actions.
• Champion Service – anticipating needs and creating a welcoming, diverse, and inclusive environment.
• Perseverance – commitment to excellence even in the face of adversity or delay in achieving success.
• Lead – regardless of title, through positive influence.

Responsibilities

• Greet incoming guests and escort them to their destination in the building.
• Register and assign rooms to guests; escort them to their destination if needed.
• Review accounts and charges with guests during the checkout process.
• Transfer luggage, trunks, and packages to and from rooms, loading areas, vehicles, or transportation terminals by hand or using baggage carts.
• Transport guests to and from desired locations as part of the hotel shuttle service.
• Maintain clean lobbies, shuttle vehicles, and entrance areas for travelers or guests.
• Supply guests or travelers with directions, travel information, and other details such as available services and points of interest.
• Assist physically challenged travelers and other guests with special needs.
• Deliver messages and run errands for guests.
• Explain the operation of room features such as locks, ventilation systems, and televisions.
• Maintain compliance with required training as designated by supervisor.
• Communicate effectively with other areas of the Hotel to ensure guest needs are met and issues are addressed timely.
• Operate computers programmed with accounting software to record, store, and analyze information.
• Check figures, postings, and documents for correct entry, mathematical accuracy, and proper codes.
• Comply with federal, state, and hotel policies, procedures, and regulations.
• Calculate, prepare, and issue bills, invoices, account statements, and other financial statements according to established procedures.
• Regular and consistent attendance at work.
• Perform other related work duties as assigned.
• Serve as backup to Night Auditor function as needed.
• Demonstrate excellent phone etiquette and communication skills.
• Maintain a professional appearance and attitude.
• Serve as a professional role model.
• Support other Hotel functions as needed.
• Assist students in achieving course objectives.
• Welcome, value, and nurture people of all backgrounds, perspectives, and experiences, and support an environment that accepts differences.

Physical Activities

The following physical conditions and hazards may be encountered while working in this position:

• Indoor and outdoor environments.
• Exposure to extreme temperatures.

The physical activities required for this position involve:

• Standing over 2/3 of the time.
• Walking up to 2/3 of the time.
• Sitting under 1/3 of the time.
• Using hands over 2/3 of the time.
• Reaching with hands and arms up to 2/3 of the time.
• Talking or hearing over 2/3 of the time.

This position requires lifting:

• Up to 10 pounds over 2/3 of the time.
• Up to 25 pounds over 2/3 of the time.
• Up to 50 pounds over 1/3 of the time.
• Up to 100 pounds under 1/3 of the time.

Requirements

• High school diploma or equivalent required.
• Must be 18 years of age or older.
• Must have a valid Iowa driver’s license or be able to obtain and qualify for a chauffeur’s class D endorsement.

Preferred Qualifications

• Post high school degree.
• Minimum of two years full-time experience in a related hospitality setting or equivalent education and related work experience.

Schedule

Overnight shift covering 11:00 PM to 7:00 AM. Open to a 10-hour work shift.

Benefits

Full-time positions include benefits. Part-time positions do not include benefits.