Guest Services Rep Part Time-104020

ESA Management•Lake Forest, CA

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 front-office paperwork in accordance with company guidelines and procedures. The GSR also follows company safety and security procedures and standards for associates and guests. The role includes handling reservations and guest accounts, responding to guest requests, supporting breakfast service, maintaining clean and organized guest areas, and helping ensure that the property meets brand standards. The GSR may assist with hotel cleanliness and cross-train in housekeeping and laundry. Other tasks may be assigned by the management team.

Requirements

High school diploma or General Education Degree (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 proficiently in English 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 solve guest-related issues.

Responsibilities

Provide a positive guest experience and respond to guest requests with diligent follow-through.
Resolve guest issues through the Make it Right process when appropriate.
Process reservations, guest 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 front desk work area, lobby, and guest common areas organized and clean in compliance with company standards.
Promote the value of ESA to callers and visitors and seek 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 check that the property is meeting brand standards.
Provide reasonable accommodations 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 the manager or appropriate authorities.
Maintain overall hotel cleanliness, including assisting with cleaning and upkeep of the front desk, associate breakroom, guest laundry, fitness room, vending areas, stairwells, and common areas.
Cross-train in housekeeping and laundry areas and provide assistance as needed.
Complete front-office daily paperwork and routine reports and correspondence.
Operate the property management system and perform shift reports and audit functions when necessary and assigned.
Perform other tasks assigned by the management team.