Guest Services Rep Full Time-104010

Extended Stay America•Tempe, AZ

About The Position

The Guest Services Representative (GSR) provides a positive guest experience by assisting guests, answering phones, checking guests in and out, processing payments, and completing required front-office paperwork. The role follows company procedures and standards and helps ensure the safety and security of guests and associates. The GSR responds to guest requests, resolves issues through the Make it Right process, and supports the company’s service culture. The position handles reservations, registration, payments, departures, and in-house account collections; maintains property cash, credit card, and city ledger accounts; and helps set up and maintain the breakfast display. The GSR also keeps front-desk and guest common areas clean and organized, promotes the company’s services to prospective guests, identifies sales opportunities, and conducts periodic property tours to check brand standards. Additional duties include maintaining overall hotel cleanliness, assisting with upkeep of hotel areas, cross-training in housekeeping and laundry, and completing other tasks assigned by management. The role may occasionally involve travel to other locations within a reasonable geographic area.

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.
Ability to understand and communicate in English proficiently with guests, associates, and outside vendors.
Proficiency operating property management system technology; ability to 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 using whole numbers, common fractions, and decimals.
Good judgment and ability to manage problems and address and resolve guest-related issues.
Ability to remain stationary, navigate the hotel and parking lot, reach and handle items, and detect objects, controls, and sounds.
Ability to occasionally access low areas, traverse heights while remaining stable, and push or pull carts and equipment weighing up to 50 pounds.
Ability to work outdoors in varying weather conditions, and occasionally in wet or humid conditions, near moving mechanical parts, around fumes or airborne particles and toxic or caustic chemicals, or with risk of electrical shock.
Ability to work at typically moderate to loud noise levels.
Ability to occasionally travel to other locations within a reasonable geographic area.

Responsibilities

Demonstrate and promote a commitment to providing guests with the best possible experience.
Assist guests and follow through diligently on requests; resolve guest issues using the Make it Right process.
Process reservations, registration, payments, and departures according to company guidelines and procedures.
Collect 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.
Maintain an organized and clean work area behind the front desk, in the lobby, and in guest common areas.
Promote the company’s services to inquiries by telephone and in person, with the aim of converting them into reservations and occupied rooms.
Collect relevant guest information, identify sales opportunities, and probe for potential sales leads.
Conduct periodic property tours to ensure the property meets brand standards.
Provide reasonable accommodation in response to guest requests whenever possible and practical.
Follow company policies and procedures, including key control policy, and promptly report safety and security issues to a manager or appropriate authorities.
Assist with 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.

Benefits

Weekly pay
Competitive wages
Great working environment
Employee recognition programs
Medical insurance
Dental insurance
Vision insurance
Health Care and Dependent Care Flexible Spending Accounts
Employer-paid basic life and AD&D insurance
Employer-paid long-term disability
Optional employee-paid voluntary benefits, including short-term disability, buy-up long-term disability, supplemental life insurance, and dependent life insurance
401(k) savings plan
Paid time off
Employee Assistance Program (EAP)
Employee Perks Program offering discounts to major companies