Guest Services Rep Full Time-104010

ESA Management•Mt. Pleasant, SC

About The Position

The Guest Services Representative (GSR) promotes a strong commitment to providing guests with the best possible experience. The role assists guests, answers phones, checks guests in and out, processes payments, and completes front-office paperwork in accordance with company guidelines and procedures. The GSR also helps ensure that company safety and security standards are followed for associates and guests. The GSR responds to guest requests and issues, including using the Make it Right process, and treats guests and associates with respect and kindness. The role also supports hotel cleanliness and upkeep, helps with breakfast setup, and may cross-train in housekeeping and laundry to provide assistance 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 to interact with guests, associates, and outside vendors.
Proficiency operating property management system technology.
Ability to complete 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 address and solve guest-related issues.
Ability to perform the described physical duties, including occasionally pushing and/or pulling carts and equipment weighing up to 50 pounds.
Occasional travel to help at other locations within a reasonable geographic area.

Responsibilities

Assist guests and respond to requests with diligent follow-through; resolve guest issues through the Make it Right process.
Process reservations, registration, payments, guest departures, and in-house balance collection according to company guidelines.
Maintain cash, credit card, and city ledger accounts at the property.
Answer inquiries by telephone and in person, promote the value of ESA, and work to convert inquiries into reservations and occupied rooms.
Collect relevant guest information, identify sales opportunities, and probe for potential sales leads.
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.
Conduct periodic property tours to ensure brand standards are met.
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.
Maintain overall hotel cleanliness and assist with upkeep of areas such as 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 front-office daily paperwork, shift reports, and audit functions when necessary and assigned.
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