Guest Services Rep Part Time-104020

Extended Stay America•Irvine, CA

About The Position

The Guest Services Representative (GSR) provides a positive guest experience by assisting guests, answering phones, checking guests in and out, and collecting payments according to company guidelines and procedures. The role also completes front-office daily paperwork and follows company safety and security procedures and standards for associates and guests. The GSR responds to guest requests, resolves issues through the Make it Right process, processes reservations and payments, maintains property accounts, and supports sales and reservation conversion. The position also helps set up and maintain breakfast displays, keeps the front desk, lobby, and guest common areas clean and organized, and conducts periodic property tours to check brand standards. Other duties include assisting with hotel cleanliness, cross-training in housekeeping and laundry, and completing tasks 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.
Understand and communicate in English proficiently to interact with guests, associates, and outside vendors.
Operate property management system technology proficiently; work through shift reports and perform audit functions when necessary and assigned.
Understand and comply with safety rules, operating and maintenance instructions, and procedure manuals.
Complete routine reports and correspondence.
Perform arithmetic using whole numbers, common fractions, and decimals.
Apply good judgment and manage, address, and solve guest-related problems.

Responsibilities

Provide a strong commitment to delivering the best possible guest experience.
Assist guests and respond to requests with diligent follow-through; resolve guest issues through the Make it Right process.
Process reservations, registration, 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.
Maintain an organized and clean work area behind the front desk, in the lobby, and in guest common areas.
Promote the value of ESA to callers and in-person inquiries and seek 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 ensure the property meets brand standards.
Provide reasonable accommodation in response to guest requests whenever possible and practical.
Comply with company policies and procedures, including key control and prompt reporting of safety and security issues.
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 to provide assistance as needed.
Complete other tasks assigned by the management team.