Guest Services Rep Part Time-104020

ESA Management•West Palm Beach, FL

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, collects payments, and completes front-office paperwork in accordance with company guidelines and procedures. The GSR also helps ensure that company safety and security procedures and standards are followed for associates and guests. The position may assist with breakfast setup and upkeep, maintain clean and organized front-desk, lobby, and common areas, and help with general hotel cleanliness. The GSR may cross-train in housekeeping and laundry and provide assistance in those areas as needed. Other tasks may be assigned by the management team.

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.
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.
Apply good judgment and manage, address, and resolve guest-related problems.

Responsibilities

Provide a positive guest experience and respond to guest requests with diligent follow-through.
Resolve guest issues through the Make it Right process and treat guests and associates with respect and kindness.
Process reservations, registration, payments, and departures according to company procedures.
Handle collection efforts for 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 in compliance with company standards.
Promote the value of ESA to inquiries by telephone and in person, with the goal of converting 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 accommodation 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.
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 and provide assistance as needed.
Complete other tasks assigned by the management team.