Guest Services Rep Part Time-104020

ESA Management•Miami, FL

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, processes check-ins and check-outs, and collects payments according to company guidelines and procedures. The GSR completes required daily front-office paperwork and follows company safety and security procedures for associates and guests. The position also supports hotel cleanliness, including cleaning and upkeep of common areas, and cross-trains in housekeeping and laundry to provide assistance as needed.

Requirements

High school diploma or General Education Degree (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.
Good judgment and ability to manage problems and address and resolve guest-related issues.

Responsibilities

Demonstrate and promote a 100% commitment to providing the best possible guest experience.
Assist and respond to guest 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 ESA's service culture.
Process reservations, registrations, 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.
Maintain an organized and clean work area behind the front desk, in the lobby, and in guest common areas in compliance with company standards.
Promote ESA to inquiries by phone and in person, seeking 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 accommodations in response to guest requests whenever possible and practical.
Follow company policies and procedures, including key control policy, 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 and provide assistance as needed.
Complete other tasks assigned by the management team.