Guest Services Rep Part Time-104020

Extended Stay America•Timonium, MD

13d

About The Position

The Guest Services Representative (GSR) promotes a strong commitment to providing guests with the best possible experience. The position assists guests, answers phones, checks guests in and out, collects payments, and completes required front-office paperwork. The GSR follows company safety and security procedures and standards for associates and guests. The role also supports breakfast service, maintains clean and organized guest and work areas, helps resolve guest issues, and supports hotel cleanliness through cross-training and assistance in housekeeping and laundry. Other tasks may be assigned by management.

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.
Proficiency operating property management system technology; ability to work through shift reports and perform the audit function 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 address and resolve guest-related issues.

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.
Process reservations, guest 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.
Keep the work area behind the front desk, lobby, and guest common areas clean and organized in compliance with company standards.
Promote the value of ESA to inquiries by phone and in person and strive 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 whether brand standards are being met.
Provide reasonable accommodation 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 a 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 and provide assistance as needed.
Complete other tasks assigned by the management team.