Guest Services Rep Part Time-104020

Extended Stay America•Lubbock, TX

About The Position

The Guest Services Representative (GSR) promotes a strong commitment to providing guests with the best possible experience. The role assists guests, answers phones, checks guests in and out, and collects payments in accordance with company guidelines and procedures. The GSR completes necessary front-office daily paperwork and helps ensure that company safety and security procedures, guidelines, and standards are followed for associates and guests. The position also supports breakfast service, maintains clean and organized guest and work areas, promotes reservations and occupied rooms, gathers guest information, identifies sales opportunities, and conducts periodic property tours to check brand standards. The GSR may help with general hotel cleanliness and cross-train in housekeeping and laundry to provide assistance as needed.

Requirements

High school diploma or GED, or one to three months of related experience and/or training, or an equivalent combination of education and experience.
Ability to understand and communicate proficiently in English with guests, associates, and outside vendors.
Proficiency operating property management system technology.
Ability to work through shift reports and perform the audit function when necessary and assigned.
Ability to understand and comply with safety rules, operating and maintenance instructions, and procedure manuals.
Ability to complete routine reports and correspondence.
Ability to perform arithmetic using whole numbers, common fractions, and decimals.
Ability to apply good judgment and manage, address, and solve guest-related problems.

Responsibilities

Promote a strong commitment to providing the best possible guest experience.
Assist guests and respond to requests with diligent follow-through, using the Make it Right process to resolve guest issues.
Treat guests and associates with respect and kindness while embracing the company’s service culture.
Process reservations, registration, payments, and departures according to company guidelines and procedures.
Handle collection efforts for in-house balances and maintain property cash, credit card, and city ledger accounts.
Set up, maintain, and take down the breakfast display in a timely manner.
Keep the work area behind the front desk, lobby, and guest common areas organized and clean in compliance with company standards.
Promote the value of ESA to inquiries by telephone and in person, and work to convert inquiries into reservations and occupied rooms.
Collect relevant guest information, probe for potential sales leads, and identify sales opportunities.
Conduct periodic property tours to ensure the property meets brand standards.
Provide reasonable accommodation in response to guest requests whenever possible and practical.
Follow company policies and procedures, including key control, and promptly report safety and security issues to the manager or appropriate authorities.
Help maintain overall hotel cleanliness, including the front desk, associate breakroom, guest laundry, fitness room, vending areas, stairwells, and common areas.
Cross-train in housekeeping and laundry to provide assistance as needed.
Complete other tasks as assigned by the management team.