Guest Services Rep Part Time-104020

Extended Stay America•Wells Branch, TX

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 required front-office paperwork in accordance with company guidelines and procedures. The GSR also helps ensure company safety and security procedures, guidelines, and standards are followed for associates and guests. The role may involve setting up and maintaining the breakfast display, keeping the front desk, lobby, and common areas organized and clean, conducting property tours, and assisting with hotel cleanliness and upkeep. The GSR engages in cross-training in housekeeping and laundry to provide assistance as needed. The position is part-time.

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.
Understand and communicate proficiently in English to interact with guests, associates, and outside vendors.
Operate property management system technology proficiently; work through shift reports and perform the audit function 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 using whole numbers, common fractions, and decimals.
Apply good judgment and manage, address, and solve 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, using the Make it Right process to resolve issues.
Process reservations, registration, payments, and departures according to company guidelines and procedures.
Handle collection efforts for 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 callers and in-person inquiries and strive 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 ensure 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 management or appropriate authorities.
Maintain overall hotel cleanliness, including helping clean and upkeep 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.