Guest Services Rep Part Time-104020

Extended Stay America•Fair Oaks, VA

About The Position

The Guest Services Representative (GSR) demonstrates and promotes a strong commitment to providing guests with the best possible experience. The role assists guests, answers phones, processes check-ins and check-outs, collects payments, and completes required front-office paperwork in accordance with company guidelines. The GSR also follows company safety and security procedures and standards for associates and guests. The position supports guest requests and issue resolution, processes reservations and payments, maintains property accounts, helps maintain breakfast service and clean common areas, and identifies sales opportunities. The GSR may assist with hotel cleaning and upkeep, cross-train in housekeeping and laundry, and perform other tasks assigned by management.

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 in English proficiently 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 basic arithmetic using whole numbers, common fractions, and decimals.
Good judgment and ability to manage problems and address and solve guest-related issues.

Responsibilities

Demonstrate a commitment to providing guests with the best possible experience.
Assist with and respond to guest requests, following through diligently and resolving issues through the Make it Right process.
Process reservations, registration, payments, and departures according to company guidelines and procedures.
Collect in-house balances and maintain cash, credit card, and city ledger accounts at the property.
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.
Promote the value of ESA to telephone and in-person inquiries and seek 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 check that 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, 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.
Perform other tasks assigned by the management team.