Guest Services Rep Part Time-104020

Extended Stay America•Vacaville, CA

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, processes check-ins and check-outs, collects payments, and completes required 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 position includes assisting with guest requests and resolving issues through the Make it Right process; processing reservations, registrations, payments, and departures; maintaining property cash, credit-card, and city-ledger accounts; and setting up, maintaining, and taking down the breakfast display. The GSR helps maintain clean, organized front-desk, lobby, and guest common areas; promotes the company’s value to prospective guests and identifies sales opportunities; and periodically tours the property to check brand standards. The role also includes reasonable accommodation for guest requests where possible, reporting safety and security issues, supporting hotel cleanliness, and cross-training 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.
Ability to understand and communicate in English proficiently with guests, associates, and outside vendors.
Proficiency operating property management system technology.
Ability to work through shift reports and perform the audit function 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 arithmetic using whole numbers, common fractions, and decimals.
Ability to apply good judgment and manage, address, and resolve guest-related problems.

Responsibilities

Demonstrate and promote a commitment to providing the best possible guest experience.
Assist guests and respond to requests with diligent follow-through; use the Make it Right process to address guest issues.
Process reservations, registrations, 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.
Maintain an organized and clean work area behind the front desk, in the lobby, and in guest common areas.
Promote the value of ESA to inquiries in person and by telephone, seeking 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 ensure brand standards are met.
Provide reasonable accommodations in response to guest requests whenever possible and practical.
Follow company policies and procedures, including key-control policy, and promptly report safety and security issues to a manager or appropriate authorities.
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.
Perform other tasks assigned by the management team.