Guest Services Rep Full Time-104010

Extended Stay America • Smyrna, GA

1d

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, processes payments, and completes required front-office paperwork according to company guidelines. The GSR also follows company safety and security procedures and standards for associates and guests.

The position responds to guest requests with diligent follow-through and may resolve guest issues through the Make it Right process. Duties include processing reservations, registrations, payments and departures; maintaining cash, credit-card and city-ledger accounts; setting up and maintaining the breakfast display; keeping the front desk, lobby and guest common areas clean and organized; and promoting the company’s services to prospective guests. The GSR collects guest information, identifies sales opportunities, and periodically tours the property to check brand standards. The role also provides reasonable accommodations when possible and practical and reports safety or security issues promptly.

Additional duties include helping maintain cleanliness throughout the hotel, including the front desk, associate breakroom, guest laundry, fitness room, vending areas, stairwells and common areas. The GSR cross-trains in housekeeping and laundry to provide assistance as needed and performs 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.
• Ability to operate the property management system, 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 and promote commitment to providing the best possible guest experience.
• Assist guests and respond to requests with diligent follow-through; address guest-related issues and use the Make it Right process when appropriate.
• Process reservations, registrations, payments and guest 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 according to company standards.
• Promote the company’s services to callers and in-person inquiries 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 brand standards are met.
• Provide reasonable accommodations in response to guest requests whenever possible and practical.
• Comply with company policies and procedures, including key control, and promptly report safety and security issues to a manager 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 and provide assistance as needed.
• Perform 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