Front Desk - Weekends with flexibility

Extended Stay America•Fairfield, CA

10d•Onsite

About The Position

The Guest Services Representative (GSR) position is responsible for providing the best possible experience for guests. This role involves assisting guests, answering phones, managing check-ins and check-outs, and processing payments according to company guidelines. The GSR also handles daily front office paperwork and ensures adherence to company safety and security procedures for both associates and guests. The position requires a strong commitment to ESA's service culture, treating all individuals with respect and kindness, and empowering the GSR to resolve guest issues through the 'Make it Right' process.

Requirements

Understand and communicate in English proficiently to interact with guests, associates and outside vendors.
Proficient operation of the property management system technology.
Ability to work through all shift reports and perform the audit function when necessary and assigned.
Understand and comply with documents such as safety rules, operating and maintenance instructions, and procedure manuals.
Complete routine reports and correspondence.
Add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
Apply good judgment at all times.
Manage problems, address and solve guest-related issues.
High School Diploma or General Education Degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience.

Responsibilities

Demonstrates and promotes a 100% commitment to providing the best possible experience for our guests.
Assists and responds to guest requests with diligent follow-through.
Resolves guest issues through the Make it Right process, embracing ESA's service culture.
Processes reservations, registration, payment, and departures in accordance with company guidelines and procedures.
Handles collection efforts of all in-house balances and maintains cash, credit card, and city ledger accounts.
Sets up, maintains, and takes down the breakfast display in a timely manner.
Maintains an organized and clean work area behind the front desk, in the lobby, and in guest common areas.
Sells the value of ESA to all inquiries (via telephone and in person) and strives to convert them into reservations and occupied rooms.
Collects relevant guest information, probes for potential sales leads, and identifies sales opportunities.
Conducts periodic tours of the property to ensure brand standards are met.
Assists and provides reasonable accommodation in response to guest requests whenever possible and practical.
Complies with all company policies and procedures, including key control and prompt reporting of safety and security issues.
Maintains overall hotel cleanliness, including assisting with cleaning and upkeep of various areas of the hotel.
Engages in cross-training in housekeeping and laundry areas to provide assistance as needed.
Performs other tasks as assigned by the management team.