Guest Experience Field Tech Overnight

Description

The Role

The Overnight GT6 Grounds Team Member serves as Brightwild’s primary on-the-ground presence after hours. This mobile position combines guest service, property oversight, security monitoring, and rapid response to ensure our guests and properties are supported throughout the night.

Working across the Brightwild portfolio, the Overnight GT6 team is responsible for answering after-hours guest calls, conducting property patrols, responding to disturbances, and addressing urgent guest and property needs.

While Guest Experience Managers oversee daytime guest communication and reservations, Overnight GT6 takes the lead on after-hours situations that require immediate attention, whether by phone or in person.

Primary Responsibilities

1. After-Hours Guest Communication

Serve as the primary point of contact for guests during the overnight shift, providing timely and professional assistance.

• Answer assigned after-hours guest calls and maintain consistent phone coverage throughout the shift.
• Return missed calls promptly and respond to urgent guest messages.
• Assist guests with access issues, lockouts, late arrivals, noise concerns, maintenance issues, and amenity requests.
• Assess guest needs and determine whether an issue can be resolved remotely or requires an in-person response.
• Escalate emergencies and significant guest concerns to the appropriate manager or emergency services.
• Document guest interactions, actions taken, and any outstanding follow-up needed by the daytime team.

2. Property Oversight & Overnight Patrol

Maintain a visible presence across assigned Brightwild properties to support guest safety, protect property assets, and identify potential concerns.

• Continuously roam assigned properties throughout the overnight shift.
• Conduct scheduled checks of properties, parking areas, common spaces, and building exteriors.
• Monitor for unauthorized access, suspicious activity, excessive noise, disturbances, property damage, and policy violations.
• Inspect vacant properties and other designated high-priority locations.
• Respond to disturbances and security concerns, using appropriate de-escalation techniques when necessary.
• Escalate serious incidents to management, law enforcement, fire/rescue, or other emergency services as appropriate.
• Document incidents, observations, and property concerns for management and the following shift.

3. Guest & Property Support

Provide hands-on assistance when after-hours guest or property needs require an in-person response.

• Respond promptly to urgent guest requests across assigned properties.
• Assist with lockouts, access issues, late arrivals, and key delivery.
• Deliver essential guest amenities and supplies when necessary.
• Assess urgent maintenance concerns and determine whether immediate action or escalation is required.
• Coordinate with on-call maintenance personnel or management when issues cannot be resolved independently.
• Provide professional, hospitality-focused service while addressing guest concerns.

4. Incident Reporting & Shift Handoff

Ensure overnight activity is accurately documented and communicated to the appropriate teams.

• Maintain accurate records of guest calls, property patrols, incidents, and completed tasks.
• Document property damage, maintenance concerns, guest complaints, and security-related incidents.
• Communicate unresolved issues and required follow-up to the appropriate daytime teams.
• Escalate significant incidents promptly in accordance with Brightwild's established procedures.
• Complete all required overnight reports and shift handoff documentation before the end of each shift.

Requirements

Position Requirements & Qualifications

Experience & Qualifications

• Minimum of three (3) years of proven driving experience with a valid driver's license and a clean driving record.
• Previous experience in hospitality, guest services, property management, security, or a related field preferred.
• Experience working independently in an overnight or on-call environment preferred.
• Familiarity with Key West and the surrounding area preferred.
• Ability to operate company vehicles safely and responsibly while traveling between assigned properties.

Skills & Abilities

• Strong communication and interpersonal skills, with a hospitality-focused approach to guest service.
• Ability to remain calm, professional, and solution-oriented when handling guest complaints, disturbances, or emergencies.
• Sound judgment and the ability to assess situations, prioritize requests, and determine when escalation is necessary.
• Ability to work independently with minimal supervision while maintaining accountability and consistent communication.
• Strong organizational skills and attention to detail, including accurate documentation of incidents and shift activities.
• Comfortable using mobile devices, guest communication platforms, and property management systems.

Scheduling & Physical Requirements

• Ability to work overnight shifts, including weekends and holidays, based on business needs.
• Ability to remain alert, responsive, and available throughout the assigned shift.
• Ability to travel frequently between properties and perform regular walking patrols, including stairs and outdoor areas.
• Ability to work outdoors in varying weather conditions.
• Ability to lift and carry up to 25 pounds, with or without reasonable accommodation.
• Ability to respond promptly to urgent guest and property needs across the assigned portfolio.

Position Expectations

The Overnight GT6 team operates with a high degree of independence and is expected to exercise sound judgment when responding to guest and property needs.

Team members must be comfortable traveling between properties, prioritizing competing requests, and handling unexpected situations throughout the night. Consistent communication, professionalism, and attention to detail are essential to ensuring a seamless transition between overnight and daytime operations.