Guest Services Rep Full Time-104010

ESA Management•Bellevue, WA

13d

About The Position

The Guest Services Representative (GSR) provides a strong, guest-focused experience by assisting guests, answering phones, processing check-ins and check-outs, and collecting payments in accordance with company procedures. The role also completes front-office paperwork and follows company safety and security standards. GSRs are expected to resolve guest concerns through the Make it Right process and treat guests and associates with respect and kindness. The position supports hotel operations by maintaining accounts and cash, setting up and maintaining the breakfast display, keeping the front desk, lobby, and guest common areas organized and clean, and conducting property tours to check brand standards. It also involves selling the company’s services, identifying sales opportunities, responding to reasonable accommodation requests, and helping with general hotel cleanliness and housekeeping or laundry tasks as needed.

Requirements

High school diploma or GED, 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 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 the ability to manage problems and address and solve guest-related issues.

Responsibilities

Provide an excellent guest experience and respond to requests with diligent follow-through.
Resolve guest issues through the Make it Right process.
Process reservations, guest registration, payments, and departures according to company guidelines.
Handle collection efforts for in-house balances and maintain 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 clean and organized in accordance with company standards.
Promote the company to telephone and in-person inquiries and seek to convert them into reservations and occupied rooms.
Collect relevant guest information, probe for sales leads, and identify sales opportunities.
Conduct periodic property tours to ensure the property meets brand standards.
Assist with reasonable accommodation 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, 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.

Benefits

Weekly pay
Competitive wages
Great working environment
Employee recognition programs
Medical insurance
Dental insurance
Vision insurance
Health care and dependent care flexible spending accounts
Employer-paid basic life and AD&D insurance
Employer-paid long-term disability
Optional employee-paid voluntary benefits, including short-term disability buy-up, long-term disability, supplemental life insurance, and dependent life insurance
401(k) savings plan
Paid time off
Employee Assistance Program (EAP)
Employee Perks Program offering discounts to major companies