Guest Services Rep Part Time-104020

Extended Stay America•Vinings, GA

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, completes front-office daily paperwork, and follows company safety and security procedures and standards. The GSR also supports hotel cleanliness and may cross-train in housekeeping and laundry to assist 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 and work through shift reports; ability to perform audit functions 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 and resolve guest-related problems.

Responsibilities

Demonstrate and promote a commitment to providing the best possible guest experience.
Assist guests and respond to requests with diligent follow-through; use the Make it Right process to resolve guest issues and treat guests and associates with respect and kindness.
Process reservations, registration, payment, 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.
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 check that the property meets brand standards.
Provide reasonable accommodations in response to guest requests whenever possible and practical.
Comply with 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 to provide assistance as needed.
Complete other tasks assigned by the management team.
Communicate proficiently in English with guests, associates, and outside vendors.
Operate property management system technology, work through shift reports, and perform audit functions when necessary and assigned.
Understand and comply with safety rules, operating and maintenance instructions, and procedure manuals.
Complete routine reports and correspondence; perform basic arithmetic; apply good judgment; and manage and resolve guest-related problems.