Night shift concierge

Job Title: Night Shift Concierge

Department: Guest Services

Location: La Quinta Inn & Suites/ Super 8 Kelowna

Position Overview:

The Night Shift Concierge is responsible for providing exceptional service to hotel guests during the overnight hours, ensuring their needs are met while maintaining a safe and secure environment. This role requires a combination of guest assistance, security monitoring, and problem-solving to ensure a smooth operation during the night shift.

Key Responsibilities:

• Guest Assistance:
• Greet and assist late-night or early-morning arrivals, ensuring a seamless check-in/check-out process.
• Answer guest inquiries about hotel amenities, local attractions, and offer recommendations as needed.
• Handle guest requests, complaints, and issues efficiently, ensuring that any concerns are addressed promptly and professionally.
• Assist with any special accommodations, including wake-up calls, room service, or setting up specific requests for guests.
• Security and Safety:
• Monitor security cameras and conduct regular property patrols to ensure the safety of guests and hotel premises.
• Secure guest floors, public areas, and external spaces, checking for any safety hazards or potential issues.
• Respond to security or emergencies (e.g., disturbances, medical emergencies, fire alarms) and coordinate with appropriate personnel or authorities.
• Ensure proper access control, verifying guest and visitor identities as needed, and manage late-night entry into the building.
• Administrative Duties:
• Assist with night audit duties, including checking-in guests, processing payments, and reviewing reservations for the next day.
• Ensure that all logs, records, and reports are accurately completed and documented for review by the morning staff or management.
• Provide a thorough handover to the day shift staff, ensuring that all guest requests and issues are communicated effectively.
• Customer Relations:
• Maintain a high standard of hospitality, ensuring that each guest feels valued and well taken care of, regardless of the time of night.
• Anticipate guests' needs and provide personalized service to enhance their overall experience.
• Build rapport with returning guests to provide a welcoming, consistent experience on each visit.
• Miscellaneous Duties:
• Assist in maintaining the cleanliness and tidiness of the lobby, concierge desk, and other public areas during the shift.
• Act as a liaison between guests and other hotel departments (housekeeping, maintenance) to address any issues or requests.
• Monitor guest activity, ensuring compliance with hotel policies and regulations during late-night hours.

Qualifications:

• Education: High school diploma or equivalent required; college or hospitality management degree preferred.
• Experience: Previous experience in a guest services, concierge, or front desk role in a hotel environment is preferred. Experience in a night shift or security-related role is a plus.
• Skills:
• Excellent communication and interpersonal skills, with the ability to interact effectively with guests and team members.
• Strong problem-solving skills and the ability to handle challenging situations with professionalism and discretion.
• Good organizational skills and attention to detail.
• Ability to multitask and prioritize in a fast-paced environment.
• Basic knowledge of hotel operations, including check-in/check-out procedures, reservations, and billing.
• Familiarity with hotel security protocols and emergency response procedures.

Physical Requirements:

• Ability to remain on your feet for long periods and walk the hotel premises during patrols.
• Ability to handle occasional physical tasks, such as carrying luggage or assisting with guest items.
• Must be able to work in a busy environment and remain alert during overnight shifts.

Working Hours:

• This is a night shift position, typically from 10:00 PM to 6:00 AM or other overnight hours, depending on the hotel's needs.
• Flexibility is required to work on weekends, holidays, and during peak seasons.

Benefits:

• Health and wellness benefits
• Employee discounts on hotel services and accommodations
• Opportunities for career advancement within the hospitality industry

Job Type: Full-time

Pay: $18.50-$21.00 per hour

Expected hours: 32 – 40 per week

Benefits:

• Dental care
• On-site gym
• On-site parking
• Vision care

Work Location: In person