Guest Services Rep Part Time-104020

Extended Stay America•Marietta, GA

About The Position

The Guest Services Representative (GSR) is responsible for providing guests with a positive experience by assisting them, answering phones, managing check-ins and check-outs, and collecting payments according to company guidelines. The role also includes completing front-office paperwork and ensuring safety and security procedures are followed for guests and associates. The GSR responds to guest requests and resolves issues through the Make it Right process, handles reservations and account balances, maintains cash, credit card, and city ledger accounts, and supports sales by converting inquiries into reservations. The position also involves setting up and maintaining the breakfast display, keeping front desk and common areas clean and organized, conducting property tours, and providing reasonable accommodations when possible. The GSR may assist with hotel cleaning and cross-train in housekeeping and laundry.

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 basic arithmetic using whole numbers, common fractions, and decimals.
Good judgment and ability to manage problems and resolve guest-related issues.

Responsibilities

Promote a strong commitment to providing the best possible guest experience.
Assist with and respond to guest requests, following through diligently and resolving issues through the Make it Right process.
Process reservations, registrations, 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 telephone and in-person inquiries and work 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 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.
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.