Guest Services Rep Part Time-104020

Extended Stay America•Oceanside, CA

About The Position

The Guest Services Representative (GSR) provides a positive guest experience by assisting guests, answering phones, checking guests in and out, and collecting payments in accordance with company procedures. The role also completes front-office paperwork and follows company safety and security standards for guests and associates. The GSR responds to guest requests, resolves issues through the Make it Right process, processes reservations and payments, maintains property accounts, and supports sales by converting inquiries into reservations. The position also includes setting up and maintaining the breakfast display, keeping the front desk and common areas clean and organized, conducting property tours, and providing reasonable accommodations when practical. The GSR may assist with hotel cleaning and cross-train in housekeeping and laundry, 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, work through shift reports, and 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 perform arithmetic with whole numbers, common fractions, and decimals.
Good judgment and ability to manage problems and resolve guest-related issues.

Responsibilities

Demonstrate a commitment to providing guests with the best possible experience.
Respond to guest requests and follow through diligently; address guest issues through the Make it Right process.
Process reservations, registrations, 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.
Keep the front desk work area, lobby, and guest common areas organized and clean in accordance with company standards.
Promote the value of ESA to telephone and in-person inquiries and work to convert inquiries into reservations and occupied rooms.
Collect relevant guest information, identify sales opportunities, and probe for potential sales leads.
Conduct periodic property tours to check that the property meets brand standards.
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.
Assist with overall hotel cleanliness and upkeep, 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.