Service Representative

Position: Service Representative

Location: Onsite Lodging Provided
Schedule: Overnight, On-Call
Department: Hotel Operations
Reports To: General Manager / Hotel Manager

Position Overview

The Night Service Representative is responsible for responding to guest needs during overnight hours when the hotel lobby is closed. This includes emergency situations, limited check-ins, guest lockouts, noise complaints, and more. The role is on-call and requires response within 30 minutes of notification. A guest room is provided as part of employment.

Key Responsibilities

• Respond to overnight guest needs such as:

  • Key/access issues

  • Noise complaints

  • Emergency maintenance

  • Late check-ins

• Maintain security of all hotel keys; log key activity

• Greet and check-in late-arriving guests as needed

• Document overnight events and communicate issues to management

• Provide basic hotel information to guests (hours, amenities, directions)

• Follow all hotel safety, security, and cleanliness protocols

• Operate hotel mobile phone and respond to alerts promptly

• Assist with bookkeeping, folio posting, and system entries when needed

• May be assigned to cover nearby hotel locations during critical staffing needs

• Perform other duties as assigned

Skills & Qualifications

• High School diploma or GED required

• 1–3 months of related hospitality or customer service experience preferred

• Strong verbal and written communication skills

• Proficient with basic computer systems (Microsoft Office, hotel PMS)

• Ability to read, write, and speak English fluently

• Calm under pressure and able to handle conflict diplomatically

• Must be available to respond within 30 minutes overnight

Work Environment & Physical Requirements

• Must live onsite in the provided hotel room

• May work near moving equipment or with cleaning chemicals

• Requires standing, walking, using hands, talking, hearing, and occasional lifting (up to 50 lbs)

• Exposure to indoor and outdoor elements depending on guest needs

• Quiet to moderate noise level

Compensation

Hourly Pay Ranges by State:

• California: $16.50 – $23.00

• Colorado: $16.00 – $19.00

• Illinois: $15.50 – $18.00

• Minnesota: $16.00 – $19.00

• New Jersey: $16.00 – $19.00

• Washington: $16.66 – $21.10

Note: Final offer depends on experience, location, and other job-related factors.

Benefits

• Weekly Pay

• Vision Insurance

• 401(k) Savings Plan

• Employee Assistance Program (EAP)

• Discount Perks Program

• Recognition Programs

• Supportive Work Environment

Equal Opportunity Statement

ESA Management, LLC is an Equal Opportunity Employer and follows all applicable employment laws, including Fair Chance and Ban the Box policies.

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