Guest Services Rep Full Time-104010

Extended Stay America•San Jose, CA

10d

About The Position

The Guest Services Representative (GSR) provides a positive guest experience by assisting guests, answering phones, checking guests in and out, processing payments, and completing front-office paperwork. The role follows company guidelines and procedures and supports compliance with safety and security standards for associates and guests. The GSR responds to guest requests and concerns, processes reservations and departures, maintains property accounts, and helps generate reservations by communicating the value of ESA. The position also includes setting up and maintaining the breakfast display, keeping the front desk, lobby, and guest common areas clean and organized, conducting property tours, and assisting with reasonable accommodations when practical. Additional duties include supporting overall hotel cleanliness, cross-training in housekeeping and laundry, and completing other tasks assigned by management. The role requires proficiency in English, use of property management technology, sound judgment, basic arithmetic, routine reporting, and the ability to address guest-related problems.

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 add, subtract, multiply, and divide using whole numbers, common fractions, and decimals.
Ability to apply good judgment and manage and resolve guest-related problems.
Ability to occasionally push and/or pull carts and equipment weighing up to 50 pounds.
Ability to travel occasionally to other locations within a reasonable geographic area.

Responsibilities

Demonstrate a strong commitment to providing guests with the best possible experience.
Assist guests and respond to requests with diligent follow-through; resolve guest issues through the Make it Right process.
Process reservations, registration, payments, and departures according to company guidelines and procedures.
Collect 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.
Maintain an organized and clean work area behind the front desk, in the lobby, and in guest common areas.
Promote the value of ESA to telephone and in-person inquiries and strive to convert inquiries into reservations and occupied rooms.
Collect relevant guest information, identify potential sales leads, and recognize sales opportunities.
Conduct periodic property tours to ensure brand standards are being met.
Provide reasonable accommodations in response to guest requests whenever possible and practical.
Follow company policies and procedures, including key control requirements, and promptly report safety and security issues to management 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.