Guest Services Rep Part Time-104020

Extended Stay America•Schaumburg, IL

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, and completes front-office daily paperwork. The GSR follows company safety and security procedures, guidelines, and standards for associates and guests. The position also supports hotel cleanliness, breakfast service, and cross-training 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 basic arithmetic using whole numbers, common fractions, and decimals.
Good judgment and ability to manage problems and resolve guest-related issues.

Responsibilities

Provide guests with the best possible experience and respond to requests with diligent follow-through.
Resolve guest issues through the Make it Right process, treating guests and associates with respect and kindness.
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 area behind the front desk, lobby, and guest common areas organized and clean in compliance 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, and promptly report safety and security issues to the manager or appropriate authorities.
Maintain overall hotel cleanliness, including helping clean and maintain 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.