Guest Services Rep Part Time-104020

Extended Stay America•Morrow, GA

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. The GSR follows company safety and security procedures and standards for associates and guests. The position also supports breakfast service, maintains clean and organized guest and work areas, helps maintain overall hotel cleanliness, and may cross-train in housekeeping and laundry. The GSR follows company guidelines and procedures and performs other tasks 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.
Ability to understand and communicate in English proficiently to interact with guests, associates, and outside vendors.
Proficiency operating property management system technology.
Ability to understand and comply with safety rules, operating and maintenance instructions, and procedure manuals.
Ability to perform arithmetic using whole numbers, common fractions, and decimals.
Good judgment and ability to manage problems and resolve guest-related issues.

Responsibilities

Promote a strong 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 and treat guests and associates with respect and kindness.
Process reservations, registration, payments, and 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.
Keep the front desk, lobby, and guest common areas organized and clean according to company standards.
Promote the value of ESA to inquiries by phone and in person, 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 ensure the property meets brand standards.
Provide reasonable accommodations in response to guest requests whenever possible and practical.
Comply with company policies and procedures, including key control; promptly report safety and security issues to a manager or appropriate authorities.
Assist with 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 to provide assistance as needed.
Complete other tasks assigned by the management team.
Answer phones, check guests in and out, collect payments, and complete front-office daily paperwork.
Operate property management system technology, work through shift reports, and perform audit functions when necessary and assigned.
Complete routine reports and correspondence.