Guest Services Rep Part Time-104020

Extended Stay America•West Haven, UT

15h

About The Position

The Guest Services Representative (GSR) provides a positive guest experience by assisting guests, answering phones, checking guests in and out, processing payments, and completing required front-office paperwork. The role follows company guidelines and procedures and helps ensure safety and security standards are followed for associates and guests. The GSR responds to guest requests, resolves issues through the Make it Right process, processes reservations and departures, and maintains property cash, credit card, and city ledger accounts. The role also supports breakfast service, keeps the front desk, lobby, and guest common areas clean and organized, promotes the hotel and converts inquiries into reservations, and looks for sales opportunities. It includes periodic property tours, providing reasonable accommodations when practical, and reporting safety or security concerns. Additional duties include helping maintain cleanliness throughout the hotel and cross-training in housekeeping and laundry to provide assistance as needed. Other tasks may be 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 basic arithmetic with whole numbers, common fractions, and decimals.
Apply good judgment and manage and resolve guest-related issues.

Responsibilities

Demonstrate commitment to providing guests with the best possible experience.
Assist with guest requests and follow through diligently; address 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 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, and guest common areas clean and organized according to company standards.
Promote the value of ESA in person and by phone and strive to convert inquiries into reservations and occupied rooms.
Collect relevant guest information, identify sales leads, and recognize sales opportunities.
Conduct periodic property tours to check compliance with brand standards.
Provide reasonable accommodation in response to guest requests whenever possible and practical.
Follow company policies and procedures, including key control requirements, and promptly report safety and security issues to management or appropriate authorities.
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 and assist as needed.
Perform other tasks assigned by the management team.