Guest Services Rep Part Time-104020

Extended Stay America•Burlington, MA

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 front-office daily paperwork in accordance with company procedures. The GSR also helps ensure that safety and security procedures and standards are followed for associates and guests. The position supports reservations, registration, payment, departures, guest issue resolution, collection of in-house balances, and upkeep of cash, credit card, and city ledger accounts. It also includes setting up and maintaining the breakfast display, keeping front-desk and common areas clean and organized, promoting the hotel to prospective guests, identifying sales opportunities, and conducting periodic property tours. The GSR provides reasonable accommodations for guest requests when possible and practical, follows company policies, and reports safety and security issues promptly. Other duties include helping maintain overall hotel cleanliness, assisting with upkeep of hotel areas, cross-training in housekeeping and laundry, and performing other tasks assigned by management. The role requires proficient English communication, use of property management system technology, the ability to complete shift reports and assigned audits, basic arithmetic, sound judgment, and the ability to address guest-related problems.

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 to interact with guests, associates, and outside vendors.
Proficient operation of 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 add, subtract, multiply, and divide using whole numbers, common fractions, and decimals.
Ability to apply good judgment at all times.
Ability to manage problems and address and solve guest-related issues.

Responsibilities

Demonstrate and promote a commitment to providing guests with the best possible experience.
Assist guests and respond to requests with diligent follow-through; resolve guest issues through the Make it Right process.
Process reservations, registration, payments, and departures according to company 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 callers and in-person inquiries and strive 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 requirements, and promptly report safety and security issues.
Help maintain overall hotel cleanliness and assist with cleaning and upkeep of 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 follow safety and security procedures and standards for associates and guests.
Answer phones and check guests in and out.