Guest Services Rep Full Time-104010

ESA Management • San Jose, CA

9d

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, manages check-in and check-out, processes payments, and completes required front-office paperwork. The GSR follows company safety and security procedures and standards for associates and guests. The position also supports hotel cleanliness, breakfast setup, and other hotel operations as needed.

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 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 basic arithmetic using whole numbers, common fractions, and decimals.
• Ability to apply good judgment, manage problems, and address and resolve guest-related issues.

Responsibilities

• Promote a strong commitment to providing guests with the best possible experience.
• Respond to guest requests and follow through diligently, using the Make it Right process to resolve guest issues.
• Treat guests and associates with respect and kindness while embracing ESA's service culture.
• Process reservations, registration, payments, and departures according to company guidelines and procedures.
• Handle collection efforts for 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 work area behind the front desk, lobby, and guest common areas organized and clean in accordance with company standards.
• Promote ESA to prospective guests by phone and in person and seek 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 check that brand standards are being met.
• Assist with reasonable guest accommodation requests whenever possible and practical.
• Follow company policies and procedures, including key control requirements and prompt reporting of 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.
• Perform other tasks assigned by the management team.

Benefits

• Weekly pay
• Competitive wages
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED