Guest Services Rep Part Time-104020

Extended Stay America•, FL

About The Position

The Guest Services Representative (GSR) provides a welcoming guest experience by assisting guests, answering phones, handling check-in and checkout, and collecting payments in accordance with company procedures. The role also completes front-office paperwork and follows company safety and security standards for guests and associates. The GSR responds to guest requests, helps resolve concerns through the Make it Right process, processes reservations and payments, maintains property accounts, and supports sales and reservation conversion. The position also includes setting up and maintaining the breakfast display, keeping the front desk and common areas clean and organized, conducting property tours, and providing reasonable accommodations when practical. The GSR may assist with overall hotel cleanliness 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 in operating 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 with whole numbers, common fractions, and decimals.
Good judgment and ability to manage problems and resolve guest-related issues.

Responsibilities

Provide a strong guest experience and respond to guest requests with diligent follow-through.
Resolve guest issues through the Make it Right process and treat guests and associates with respect and kindness.
Process reservations, registration, payment, and departures according to company guidelines.
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 a clean and organized front desk, lobby, and guest common areas.
Promote the value of ESA to prospective guests by phone and in person, seeking 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 check compliance with 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 to management or appropriate authorities.
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 and provide assistance as needed.
Complete other tasks assigned by the management team.
Complete necessary front-office daily paperwork and follow company safety and security procedures.
Operate the property management system, work through shift reports, and perform the audit function when assigned or necessary.