Overnight Guest Services Specialist

About the role

The Overnight Guest Services Specialist plays a crucial role in ensuring the safety and comfort of guests during the overnight hours. This position involves patrolling the property, responding to guest needs, and managing property safety.

Responsibilities

• Provide exceptional customer service by answering guest questions, addressing concerns, and offering assistance.
• Respond to guest needs or complaints promptly and professionally, working with the night auditor.
• Patrol the grounds to check for signs of suspicious activity, ensuring proper safety protocols are followed.
• Perform routine property checks to ensure security, noting observations and reporting any unusual activities.
• Monitor security systems and alert management of any unusual activity or emergencies.
• Report suspicious behavior, theft, vandalism, assault, or other incidents to the Asheville Police Department.
• Assist the night auditor in ensuring prompt and orderly responses to emergencies such as fires, medical emergencies, or violent behavior.

Qualifications

• Customer Service Orientation: Genuine and friendly approach to guest interactions; ability to listen to guest needs and provide solutions.
• Communication Skills: Clear and effective verbal and written communication; ability to communicate professionally, calmly, and respectfully, especially under stress.
• Attention to Detail: Consistent awareness of physical environment and attention to safety and security.
• Able to Pass Background Check: Successful candidate must pass a criminal background check.
• Physical Stamina: Ability to meet the physical requirements of the position and exercise sound judgment to assess situations and respond appropriately.

Benefits

Holiday Inn Biltmore West offers a range of benefits including:

• Employee discount at IHG properties worldwide
• Free parking
• Paid time off after one year
• Employee assistance program
• Consistent schedule

Starting Compensation: Commensurate with experience

Culture: A culture centered around providing exceptional guest experiences while fostering a positive and supportive work environment.

Pay

$18 per hour

Schedule

Details on the shift schedule are not specified, but the position is available for those who can work overnight shifts.

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Holiday Inn is an equal employment opportunity employer. We provide an inclusive environment and do not discriminate based on race, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other legally protected status.