Overnight Guest Services Specialist

Holiday Inn Biltmore West; Asheville (NC); On-site; USD 21,000 - 30,000; Full time

Benefits offered by this job

Employee discount at IHG properties worldwide

Free parking

Paid time off after one year

Employee assistance program

Job summary

A prominent hotel in Asheville is seeking an Overnight Guest Services Specialist to ensure guest safety and satisfaction during overnight hours. Responsibilities include patrolling the property, responding to guest inquiries, and monitoring security systems. Ideal candidates should have strong communication skills, a friendly demeanor, and the ability to pass a background check. This role is vital in maintaining a secure and welcoming environment for all guests.

Qualifications

• Genuine and friendly approach to guest interactions.
• Clear and effective verbal and written communication.
• Able to pass a criminal background check.

Responsibilities

• Patrol the property and perform routine safety checks.
• Provide exceptional customer service during overnight hours.
• Monitor security systems and respond to emergencies.

Skills

Customer Service Orientation

Communication Skills

Physical Stamina

Job description

Benefits

• Employee discount at IHG properties worldwide
• Free parking - easy access from I-40 & I-26
• Paid time off after one year
• Employee assistance program

Starting Compensation

Commensurate with experience

Culture

At the Holiday Inn Biltmore West, our culture is centered around providing exceptional guest experiences while fostering a positive and supportive work environment for our team members. We know that happy employees make happy guests, and we strive to create a workplace where our employees feel valued, appreciated, and supported. We are committed to providing our team members with ongoing training and development opportunities, and we encourage them to grow and advance their careers within our company.

Rooted in a culture of teamwork, collaboration, and a shared commitment to excellence, we know that every employee has something to contribute and immense individual value and potential. At our hotel, we believe that our company culture is what sets us apart from our competitors. We strive to create a workplace that our employees are proud to be a part of and that our guests can feel good about supporting and returning to each time they visit Asheville.

Role

As the Overnight Guest Services Specialist, you will patrol the property, perform routine property and safety checks, and respond to guest needs during the overnight hours. Handing each situation with professionalism, positivity, approachability, and integrity ensures that our guests enjoy themselves, are safe, and our business runs smoothly. The Overnight Guest Services Specialist helps ensure the safety of the property and our guests at night.

Customer Service

• Provide exceptional customer service by answering guest questions, addressing concerns, and offering assistance.
• Working with the night auditor, respond to any guest needs or complaints promptly and with professionalism.

Management of Property Safety

• Patrol the grounds to check for signs of suspicious activity such as broken windows, doors, graffiti, litter or loitering.
• Observe whether proper safety protocols are being followed – such as employees locking door and property gates at specified times.
• Perform routine property checks of key areas such as entrances/exits to ensure they are secure.
• Walk each floor several times a night, noting observations and reporting any unusual loud noises or disturbances.
• Ensure stairwells are clear.
• Check that bar, pool and meeting space doors are closed and locked.
• Alert management promptly of unusual activity, providing routine summary notes daily and immediate notification of emergency situations.
• Ask non-guests to leave the property. If they refuse, call the Asheville police department and have them trespassed. The night auditor will assist.
• Monitor security systems such as surveillance cameras or alarm systems routinely, with primary focus on actively walking the property and making real-time observations.

Emergency Response

• This position is responsible to observe and make note of any suspicious behavior, theft, vandalism, assault, etc. It is NOT the responsibility of the Overnight Guest Services Specialist to intervene in observed situations. Rather, it is the responsibility of this position to report any incident to the Asheville Police Department.
• Work with night auditor to ensure prompt and orderly response to emergency situations such as fires, medical emergencies or violent behavior.

Qualifications

Customer Service Orientation

• A genuine and friendly approach to guest interactions.
• A demeanor that guests feel comfortable to approach with questions, concerns or compliments.
• Able to listen to guest needs, identify potential solutions, and find ways to impress.

Communication Skills

• Clear and effective verbal and written communication; Fluent in English.
• Able to communicate professionally, calmly and respectfully; including in times of stress.
• Consistent awareness of physical environment and attention to safety & security.

Able to Pass Background Check

• Successful candidate is able to pass a criminal background check.

Physical Stamina

• Able to meet the physical requirements of the position.
• Able to exercise sound judgement to assess situations and respond appropriately.

If you believe this is a position you will thrive in, apply now!

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. Holiday Inn participates in E-Verify to confirm the employment eligibility of all new hires.