Guest Services Rep Part

Guest Services Representative

The Guest Services Representative ("GSR") position must demonstrate and promote a strong commitment to providing the best possible experience for our guests. This position is responsible for assisting guests, answering phones, checking guests in and out, and collecting payment in accordance with company guidelines and procedures. The GSR also is responsible for completing all necessary front office daily paperwork and ensuring that company safety and security procedures, guidelines and standards are followed for all associates and guests.

Demonstrates and promotes a 100% commitment to providing the best possible experience for our guests.

Assists and responds to guest requests with diligent follow-through.

Job functions include empowerment to resolve guest issues through the Make it Right process. The GSR must embrace ESA's service culture and treat all guests and associates with the utmost of respect and kindness.

Must be able to process reservations, registration, payment, and departures in accordance with company guidelines and procedures.

Handle collection efforts of all in-house balances. The GSR is responsible for maintaining all cash, credit card and city ledger accounts at the property.

Setup, maintain, and takedown of breakfast display in timely manner.

Maintaining an organized and clean work area behind the front desk, in the lobby, and in guest common areas in compliance with company standards.

Selling the value of ESA to all inquiries (via telephone and in person) and striving to convert them into reservations and occupied rooms in compliance with company standards.

Collecting relevant guest information in accordance with guidelines, probing for potential sales leads, and identifying sales opportunities.

Periodic tours of the property to ensure the property is meeting brand standards.

Assists and provides reasonable accommodation in response to guest requests whenever possible and practical.

Compliance with all company policies and procedures, including but not limited to adhering to key control policy, the prompt reporting of all safety and security issues directly to the manager or to the appropriate authorities.

Responsible for maintaining overall hotel cleanliness, including assisting with cleaning and upkeep of various areas of the hotel, including but not limited to the front desk, associate breakroom, guest laundry, fitness room, vending areas, stairwells and common areas.

Engage in cross training in housekeeping and laundry areas to provide assistance as needed.

Other tasks as assigned by the management team.

Benefits include weekly pay, competitive wages, great working environment, employee recognition programs, vision insurance, 401(k) savings plan, employee assistance program (EAP), and employee perks program offering discounts to major companies.

Knowledge, skills, abilities and competencies include understanding and communicating in English proficiently to interact with guests, associates and outside vendors, proficient operation of the property management system technology, understanding and complying with documents such as safety rules, operating and maintenance instructions, and procedure manuals, completing routine reports and correspondence, and applying good judgment at all times.

Minimum qualifications include a high school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience.