Guest Services Rep Full Time-104010

Extended Stay America•Tacoma, WA

10h

About The Position

The Guest Services Representative (GSR) is responsible for providing guests with the best possible experience by assisting with requests, answering phones, processing reservations and check-ins and checkouts, and collecting payments according to company guidelines. The role also includes completing front-office paperwork and following company safety and security procedures. The GSR may resolve guest issues through the Make it Right process and is expected to treat guests and associates with respect and kindness. The position includes maintaining cash, credit card, and city ledger accounts; collecting in-house balances; setting up and maintaining the breakfast display; keeping the front desk, lobby, and guest common areas clean and organized; and promoting the hotel to prospective guests. The GSR gathers guest information, identifies sales opportunities, and conducts periodic property tours to check brand standards. The role also assists with hotel cleanliness, may cross-train in housekeeping and laundry, and performs other duties 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.
Ability to understand and communicate in English proficiently when interacting with guests, associates, and outside vendors.
Proficiency operating 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 arithmetic using whole numbers, common fractions, and decimals.
Good judgment and ability to manage problems and address and solve guest-related issues.
Ability to occasionally push and/or pull carts and equipment weighing up to 50 pounds.
Ability to travel occasionally to other locations within a reasonable geographic area.

Responsibilities

Provide a strong commitment to delivering the best possible guest experience.
Assist guests and respond to 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 guidelines.
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, and guest common areas organized and clean in compliance with company standards.
Promote the value of ESA to prospective guests by phone and in person, seeking to convert inquiries into reservations and occupied rooms.
Collect relevant guest information, probe for sales leads, and identify sales opportunities.
Conduct periodic property tours to check compliance with 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 management 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 to provide assistance as needed.
Perform other tasks assigned by the management team.