Guest Services Rep Part Time-104020

Extended Stay America•Wilmington, NC

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 in accordance with company guidelines and procedures. The GSR also follows company safety and security procedures and standards for associates and guests. The position supports guest service and property operations by resolving guest issues through the Make it Right process, handling reservations and account balances, maintaining the front desk and common areas, supporting breakfast service, and helping uphold brand standards. The GSR may also assist with cleaning and upkeep across the hotel and cross-train in housekeeping and laundry.

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.
Proficient English communication skills to interact with guests, associates, and outside vendors.
Ability to operate property management system technology, 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 add, subtract, multiply, and divide using whole numbers, common fractions, and decimals.
Good judgment and ability to manage problems and address and resolve guest-related issues.

Responsibilities

Promote a 100% commitment to providing guests with the best possible experience.
Assist guests and respond to requests with diligent follow-through, treating guests and associates with respect and kindness.
Resolve guest issues through the Make it Right process.
Process reservations, registration, payments, and departures according to company guidelines and 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.
Keep the work area behind the front desk, lobby, and guest common areas organized and clean in compliance with company standards.
Promote the value of ESA to inquiries 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 policy, and promptly report safety and security issues to the manager or appropriate authorities.
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.