Most people who have stayed in a hotel or extended stay accommodation have interacted with staff at the front desk at least once. In some establishments, the front desk attendants only man the desk from morning to evening, closing overnight. Other facilities choose to employ a night attendant so that guests checking in or needing assistance overnight have a way to do so. Night attendants are a critical part of extended stay operations and are in high demand throughout the industry currently.
Typical Shift Responsibilities of a Night Attendant
A normal shift as a night attendant runs from 11pm – to 7am, and in terms of responsibilities – looks different depending on the type and size of the establishment. Also, guest needs vary so even two shifts at the same place may look completely different. Most of the typical responsibilities can be broken down into a couple of categories.
Guest Services
Most guests check in before 11pm, but for those arriving during “C” shift, night attendants can handle the check-in process. This involves providing excellent customer service and getting guests set up with their keys as well as sometimes computing bills and collecting payments from them. Many establishments also require attendants to perform courtesy calls within 30 minutes after they check in, just to ensure they got in their room ok and don’t have any needs prior to the front desk opening again in the morning. While overnight check-outs are not common, they aren’t unheard of. Sometimes, emergencies arise and guests need to leave abruptly. The night attendant would handle the check-out process in these instances.
In addition to check-in/out services, night attendants provide other guest services, such as fielding complaints or questions that arise overnight. Probably the most common need occurs when guests lock themselves out of their room and need an additional key.
Cleaning/Housekeeping
Night attendants aren’t technically part of the housekeeping team, but their shift each night generally includes some light cleaning responsibilities. In many hotels and extended stay accommodations, laundry is a 24/7 process. Housekeepers keep the laundry running throughout the day, and night attendants take over during their shift. This includes washing, drying, and folden linen (blankets, towels, etc.). Many times, these staff also organize and clean laundry rooms and facilities, ensuring they are ready for the next day of check-outs and new linen to wash. In those establishments offering guest laundry facilities, the night attendant also tends to these areas so they are clean and ready for guest use.
Safety/Administrative
Sometimes, hotels staff an overnight security guard in addition to a night attendant. If that is not the case, attendants are charged with maintaining safety and security overnight. This often includes patrolling common areas, such as lobbies and entrances, and ensuring these areas are safe by closing/locking doors, removing any exit obstructions, and noting and addressing any safety concerns.
The shift also requires some administrative duties, such as reporting overnight occurrences or issues for the morning shift and posting charges to the hotel’s property management system. Sometimes, guests report lost or found items overnight. A night attendant also ensures these are documented to hopefully be resolved the next day.
How to Qualify for a Role as a Night Attendant
For those interested in pursuing a role as a Night Attendant, knowing what employers look for is a great place to start. Most establishments require either a high school diploma or a combination of prior experience and training for candidates to be eligible. What qualifies as prior experience can vary. Obviously, previous experience in a similar position or other hotel role is highly desirable. However, any experience where candidates demonstrated success interacting with customers or showcased strong communication skills and detail orientation also applies. As night attendants sometimes handle payments and the check-in or check-out process, proficiency with various computer software programs and an understanding of basic math (i.e. calculating discounts) are also highly valued.
Certain physical capabilities also make a candidate more likely to succeed in a night attendant position. Often, these team members will need to be active in order to monitor the facility and travel between the front desk area, laundry facilities, and around the exterior of the building. Also, with the requirement to handle laundry responsibilities overnight, staff need to be comfortable lifting and folding linens and often transporting these throughout the building.
Finding a Night Attendant Position Near You
If you feel you meet all of the above requirements, we have made finding a Night Attendant role quick and easy. We keep an updated database of hospitality opportunities throughout the United States. It is easy to search and filter by location or role and even easier to apply. For those with an interview for the position coming up, remember the following:
Dress Professionally: While a suit and tie aren’t necessary, looking polished at an interview shows potential employers you conduct yourself with professionalism.
Arrive Early: Don’t plan to arrive precisely when your interview is scheduled. Factor in additional time for potential commute delays. Arriving early allows the chance to freshen up and take some deep breaths before heading into the interview.
Prepare: Have a resume ready, or at least a list of relevant experiences or references who can vouch for your qualifications.
Other than that, enthusiasm is the way to go. Employers look for candidates excited about the opportunity because often that enthusiasm reflects in their work ethic and performance as well. Keeping these things in mind is sure to secure you a role as a Night Attendant soon.