Guest Services Rep Part

Position Purpose and Summary 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. Responsibilities 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. Resolves guest issues through the Make it Right process, embracing ESA's service culture and treating all guests and associates with the utmost respect and kindness. Processes reservations, registration, payment, and departures in accordance with company guidelines and procedures. Handles collection efforts of all in-house balances; maintains all cash, credit card and city ledger accounts at the property. Sets up, maintains, and takes down breakfast display in a timely manner. Maintains an organized and clean work area behind the front desk, in the lobby, and in guest common areas in compliance with company standards. Sold the value of ESA to all inquiries (via telephone and in person) and strives to convert them into reservations and occupied rooms in compliance with company standards. Collects relevant guest information in accordance with guidelines, probes for potential sales leads, and identifies sales opportunities. Conducts periodic tours of the property to ensure the property is meeting brand standards. Provides reasonable accommodation in response to guest requests whenever possible and practical. Complies with all company policies and procedures, including but not limited to adhering to key control policy and promptly reporting all safety and security issues directly to the manager or to the appropriate authorities. Other Duties Maintains overall hotel cleanliness, including assisting with cleaning and upkeep of front desk, associate breakroom, guest laundry, fitness room, vending areas, stairwells and other common areas. Engages in cross training in housekeeping and laundry areas to provide assistance as needed. Performs other tasks as assigned by the management team. Qualifications 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. Proficient in English communication to interact with guests, associates and outside vendors. Proficient operation of the property management system technology, including the ability to work through all shift reports and perform the audit function when necessary and assigned. Compliance with documents such as safety rules, operating and maintenance instructions, and procedure manuals. Completes routine reports and correspondence. Strong basic math skills (addition, subtraction, multiplication, division in all units of measure). Applies good judgment at all times, manages problems, addresses and solves guest-related issues. Benefits Weekly Pay Competitive Wages Great working environment Employee Recognition Programs Vision Insurance 401(k) Savings Plan Employee Assistance Program (EAP) Employee Perks Program offering discounts to major companies EEO Statement ESA Management, LLC is an Equal Opportunity Employer. It is the policy of ESA Management, LLC to treat applicants and associates in all aspects of the employment relationship without regard to race, color, religion, creed, sex, pregnancy, age (as defined under applicable law), national origin or ancestry, disability status, veteran status, genetic information or any other characteristic protected by federal, state or local laws. #J-18808-Ljbffr