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, processes check-ins and check-outs, collects payments, completes front-office paperwork, and ensures that company safety and security procedures are followed for associates and guests. The GSR also supports hotel cleanliness and may cross-train in housekeeping and laundry to provide assistance 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.
Proficient English communication skills for interacting 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 perform arithmetic using whole numbers, common fractions, and decimals.
Good judgment and ability to manage problems and resolve guest-related issues.

Responsibilities

Demonstrate and promote a commitment to providing guests with the best possible experience.
Assist guests and respond to requests with diligent follow-through, using the Make it Right process to resolve guest issues and treating guests and associates with respect and kindness.
Process reservations, guest registration, payments, and departures according to company guidelines and procedures.
Collect in-house balances and maintain the property's cash, credit card, and city ledger accounts.
Set up, maintain, and take down the breakfast display in a timely manner.
Keep the areas behind the front desk, lobby, and guest common areas organized and clean in accordance with company standards.
Promote the value of ESA in person and by telephone, seek to convert inquiries into reservations and occupied rooms, collect relevant guest information, identify sales leads, and recognize sales opportunities.
Conduct periodic property tours to check that brand standards are being met.
Provide reasonable accommodations in response to guest requests whenever possible and practical.
Comply with company policies and procedures, including key control, and promptly report safety and security issues to a 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 to provide assistance as needed.
Perform other tasks assigned by the management team.