Guest Services Rep Full Time-104010

Extended Stay America•Mobile, AL

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 required front-office paperwork. The GSR also helps ensure that company safety and security procedures and standards are followed for associates and guests. The GSR processes reservations, registration, payments, and departures; responds to guest requests; maintains property accounts; supports breakfast service; and helps keep the front desk, lobby, and guest common areas clean and organized. The position also involves promoting the company and its lodging services to prospective guests, identifying sales opportunities, conducting property tours, and providing reasonable accommodations when practical. Additional duties include maintaining overall hotel cleanliness and cross-training in housekeeping and laundry to assist when needed. The role requires proficient English communication, operation of property management system technology, the ability to complete reports and audit functions when assigned, basic arithmetic, sound judgment, and the ability to address guest-related problems. The work may involve navigating the hotel and parking lot, occasional lifting or moving of carts and equipment, working in varying weather and environmental conditions, and occasional travel to nearby locations.

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 remain stationary, navigate the hotel and parking lot, reach and handle, and detect objects, controls, and sounds.
Ability to occasionally access low areas, traverse heights while remaining stable, and push 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, fumes or airborne particles, toxic or caustic chemicals, and electrical-shock risks.
Ability to occasionally travel to other locations within a reasonable geographic area.

Responsibilities

Demonstrate a commitment to providing guests with the best possible experience.
Assist guests and respond to requests with diligent follow-through; resolve issues through the Make it Right process.
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.
Promote the value of ESA to prospective guests by telephone and in person, seeking 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 the property is meeting 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 to a manager or appropriate authorities.
Maintain overall hotel cleanliness, including helping clean and upkeep 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.
Complete front-office daily paperwork and perform shift reports and audit functions when necessary and assigned.