Guest Services Rep Part Time-104020

Extended Stay America•Orlando, FL

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, collects payments, and completes required front-office paperwork. It also supports compliance with company safety and security procedures and standards for associates and guests. The GSR processes reservations, registrations, payments, and departures; handles in-house balance collection and property cash, credit-card, and city-ledger accounts; and helps convert inquiries into reservations. The position also maintains breakfast displays, keeps front-desk and guest common areas clean and organized, conducts periodic property tours, responds to guest requests, and may assist with hotel cleaning and cross-training in housekeeping and laundry. 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.
Proficient English communication skills for interacting with guests, associates, and outside vendors.
Ability to operate property management system technology, work through 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 arithmetic using whole numbers, common fractions, and decimals.
Good judgment and ability to manage problems and address and solve guest-related issues.

Responsibilities

Provide a positive 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, 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 telephone and in-person inquiries and seek 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 that the property meets brand standards.
Provide reasonable accommodation 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.
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 provide assistance as needed.
Complete other tasks assigned by the management team.