Guest Services Rep Part Time-104020

Extended Stay America•Lombard, IL

About The Position

The Guest Services Representative (GSR) provides a positive guest experience by assisting guests, answering phones, processing reservations and check-ins and check-outs, collecting payments, and completing required front-office paperwork. The role follows company guidelines and procedures and helps ensure safety and security standards are observed for guests and associates. The GSR responds to guest requests, resolves issues through the Make it Right process, supports sales and reservation conversion, maintains account records, and helps keep the property clean and aligned with brand standards. The position also assists with breakfast service and may cross-train in housekeeping and laundry to provide support 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 to interact with guests, associates, and outside vendors.
Ability to operate property management system technology.
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 address and resolve guest-related issues.

Responsibilities

Demonstrate and promote a commitment to providing the best possible guest experience.
Assist guests and respond to requests with diligent follow-through; resolve guest issues through the Make it Right process.
Process reservations, registrations, 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 the value of ESA to callers and in-person inquiries and seek to convert inquiries into reservations and occupied rooms.
Collect relevant guest information, probe for sales leads, and identify sales opportunities.
Conduct periodic property tours to check that brand standards are 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 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 and assist in those areas as needed.
Complete other tasks assigned by the management team.
Answer phones and complete necessary front-office daily paperwork.
Operate the property management system, work through shift reports, and perform audit functions when necessary and assigned.