Guest Services Rep Full Time-104010

Extended Stay America • Braintree, MA

4h

About The Position

The Guest Services Representative (GSR) provides guests with a positive experience by assisting with requests, answering phones, processing reservations and guest registration, handling payments and departures, and completing front-office paperwork. The role also helps maintain cash, credit card, and city ledger accounts and follows company safety, security, and service standards. The GSR may resolve guest issues through the Make it Right process, support breakfast service, keep front desk and shared areas clean and organized, promote the company's services to prospective guests, and identify sales opportunities. Other duties include property tours, 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 with guests, associates, and outside vendors.
• Operate the property management system and work through shift reports; 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 basic arithmetic using whole numbers, common fractions, and decimals.
• Apply good judgment and manage, address, and solve guest-related problems.
• Able to occasionally push and/or pull carts and equipment weighing up to 50 pounds.
• Able to occasionally travel to other locations within a reasonable geographic area.

Responsibilities

• Demonstrate commitment to providing guests with the best possible experience and treat guests and associates with respect and kindness.
• Assist guests and respond to requests with diligent follow-through, including resolving issues through the Make it Right process.
• Answer phones and process reservations, registration, payments, and departures in accordance with company 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 front desk, lobby, guest common areas, and other hotel areas clean and organized in compliance with company standards.
• Promote the company's services to callers and in-person inquiries and seek to convert inquiries into reservations and occupied rooms.
• Collect guest information, probe for sales leads, and identify sales opportunities.
• Conduct periodic property tours to check that 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, and promptly report safety or security issues.
• Assist with overall 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.
• Complete other tasks assigned by management.

Benefits

• Weekly pay
• Competitive wages
• Great working environment
• 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 short-term disability
• Optional employee-paid buy-up long-term disability
• Optional employee-paid supplemental life insurance
• Optional employee-paid dependent life insurance
• 401(k) savings plan
• Paid time off
• Employee Assistance Program (EAP)
• Employee Perks Program offering discounts to major companies

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED