Guest Services Rep Part Time-104020

Extended Stay America•Greenville, 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, collects payments, and completes required front-office paperwork. It also helps ensure company safety and security procedures and standards are followed for associates and guests. The GSR processes reservations, registrations, payments, and departures; maintains cash, credit card, and city ledger accounts; and follows up on guest requests and concerns. The position also supports breakfast setup and cleanup, maintains clean and organized front-desk, lobby, and guest common areas, promotes the company’s services to prospective guests, and identifies sales opportunities. Additional duties include periodic property tours, responding to reasonable accommodation requests when practical, helping maintain overall 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.
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 resolve guest-related issues.

Responsibilities

Demonstrate and promote 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 resolve guest issues respectfully and kindly.
Process reservations, registrations, payments, and guest departures according to company guidelines and procedures.
Handle collection efforts for 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 organized and clean work areas behind the front desk, in the lobby, and in guest common areas.
Promote the value of ESA by phone and in person, 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 check that the property meets brand standards.
Assist with reasonable accommodation requests when 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 provide assistance as needed.
Complete other tasks assigned by the management team.