Guest Services Rep Full Time-104010

Extended Stay America • San Diego, CA

5d

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, checks guests in and out, collects payment, and completes required front-office paperwork in accordance with company guidelines and procedures. The GSR also helps ensure that company safety and security standards are followed for associates and guests.

The GSR handles reservations, registration, payments, departures, and in-house balance collection; maintains property cash, credit card, and city ledger accounts; and helps set up, maintain, and take down the breakfast display. The role also keeps the front desk, lobby, guest common areas, and other hotel areas clean and organized, promotes the company’s services to prospective guests, identifies sales opportunities, and periodically tours the property to check brand standards. Other work includes cross-training in housekeeping and laundry, assisting with hotel cleaning and upkeep, and completing 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.
• Understand and communicate in English proficiently to interact with guests, associates, and outside vendors.
• Proficiently operate property management system technology.
• Understand and comply with safety rules, operating and maintenance instructions, and procedure manuals.
• Complete routine reports and correspondence.
• Perform basic arithmetic using whole numbers, common fractions, and decimals.
• Apply good judgment and manage, address, and solve guest-related problems.
• Ability to perform the stated physical and environmental duties, including occasionally pushing and/or pulling carts and equipment weighing up to 50 pounds.

Responsibilities

• Demonstrate and promote 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 where appropriate.
• Process reservations, guest registration, payments, and departures according to company guidelines and procedures.
• Collect 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 front desk, lobby, guest common areas, and other assigned hotel areas clean and organized in accordance with company standards.
• Promote the company’s services by telephone and in person and seek to convert inquiries into reservations and occupied rooms.
• Collect relevant guest information, probe for potential sales leads, and identify sales opportunities.
• Periodically tour the property to ensure it 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.
• Assist with 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.
• Complete front-office daily paperwork and perform shift reports and audit functions when necessary and assigned.

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 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