Guest Services Rep Full Time-104010

ESA Management•Bensalem, PA

About The Position

The Guest Services Representative (GSR) demonstrates and promotes a strong commitment to providing guests with the best possible experience. The role assists guests, answers phones, checks guests in and out, collects payments, processes reservations and departures, and completes front-office paperwork in accordance with company guidelines. The GSR helps maintain cash, credit card, and city ledger accounts and handles collection efforts for in-house balances. The position supports the hotel’s service culture by responding to guest requests, following through diligently, and using the Make it Right process to resolve guest issues. It also involves maintaining clean and organized front-desk, lobby, and guest common areas; setting up and maintaining the breakfast display; conducting periodic property tours; and helping ensure brand standards, safety, and security procedures are followed. The GSR may assist with hotel cleaning and upkeep and cross-train in housekeeping and laundry as needed.

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.
Proficient operation of property management system technology.
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.
Ability to use good judgment and manage and resolve guest-related problems.
Ability to work through shift reports and perform audit functions when necessary and assigned.

Responsibilities

Provide guests with a positive experience and respond to requests with diligent follow-through.
Resolve guest issues through the Make it Right process and provide reasonable accommodations when possible and practical.
Answer phones and assist with reservations, registration, check-in, payment, and guest departures in accordance with company procedures.
Collect in-house balances and maintain property cash, credit card, and city ledger accounts.
Complete front-office daily paperwork and work through shift reports; perform audit functions when assigned and necessary.
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 organized and clean.
Promote the value of ESA to inquiries by telephone and in person, 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 meets brand standards.
Follow company policies and procedures, including key control and promptly reporting 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.
Perform other tasks assigned by the management team.

Benefits

Weekly pay
Competitive wages
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