Job Description

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