Guest Services Rep Full Time-104010

ESA Management • Schaumburg, IL

3d

About The Position

The Guest Services Representative (GSR) provides guests with a positive experience by assisting with requests, answering phones, processing reservations, checking guests in and out, and collecting payments according to company guidelines. The role also includes maintaining front-office paperwork, cash and account records, and following company safety and security procedures. GSRs are expected to embrace ESA's service culture and treat guests and associates with respect and kindness.

The position also supports breakfast setup and upkeep, maintains clean and organized front-desk and guest areas, promotes ESA services and converts inquiries into reservations, and identifies sales opportunities. Representatives conduct periodic property tours to check brand standards, accommodate guest requests when practical, and report safety or security concerns. Additional duties include assisting with hotel cleanliness, cross-training in housekeeping and laundry, and completing 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.
• Proficient English communication skills to interact with guests, associates, and outside vendors.
• Proficient operation of property management system technology.
• 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.
• Ability to apply good judgment, manage problems, and address and solve guest-related issues.
• Ability to remain stationary, navigate the hotel and parking lot, reach and handle items, and detect objects, controls, and sounds.
• Ability to occasionally access low areas and traverse heights while remaining stable.
• Ability to occasionally push and/or pull carts and equipment weighing up to 50 pounds.
• Ability to work in outside weather conditions and, occasionally, wet or humid conditions, near moving mechanical parts, around fumes or airborne particles and toxic or caustic chemicals, and where electrical shock is a risk.
• Ability to work at typically moderate to loud noise levels.
• Ability to occasionally travel to other locations within a reasonable geographic area.

Responsibilities

• Demonstrate 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 issues.
• Answer phones and process reservations, registration, payment, and departures according to company procedures.
• Collect in-house balances and maintain property cash, credit card, and city ledger accounts.
• Complete front-office daily paperwork and perform the audit function when necessary and assigned.
• 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 clean and organized according to company standards.
• Promote ESA to telephone and in-person inquiries and work to convert them into reservations and occupied rooms.
• Collect relevant guest information, probe for sales leads, and identify sales opportunities.
• Conduct periodic property tours to ensure the property meets brand standards.
• Assist with reasonable guest accommodation requests whenever possible and practical.
• Follow company policies and procedures, including key control, and promptly report safety and security issues to management or appropriate authorities.
• Assist with overall hotel cleanliness and upkeep, 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 assigned by the management team.

Benefits

• Weekly pay
• Competitive wages
• Great working environment
• Employee recognition programs
• Medical insurance
• Dental insurance
• Vision insurance
• Health care and dependent care flexible spending accounts
• Employer-paid basic life and AD&D insurance
• Employer-paid long-term disability
• Optional employee-paid voluntary benefits, including short-term disability buy-up, long-term disability, supplemental life insurance, and dependent life insurance
• 401(k) savings plan
• Paid time off
• Employee Assistance Program (EAP)
• Employee Perks Program offering discounts to major companies

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED