Guest Services Rep Part Time-104020

Extended Stay America•Torrance, CA

About The Position

The Guest Services Representative (GSR) promotes a strong commitment to providing the best possible guest experience. The role assists guests, answers phones, checks guests in and out, collects payment, and completes front-office paperwork in accordance with company guidelines and procedures. The GSR also helps ensure that safety and security procedures and standards are followed for associates and guests. The position responds to guest requests, works to resolve guest issues through the Make it Right process, and supports the company's service culture. It processes reservations, registration, payments, departures, and in-house balances; maintains cash, credit card, and city ledger accounts; supports breakfast service; keeps work and guest areas clean; and promotes the company's services to prospective guests. The GSR may also assist with hotel cleanliness and cross-train in housekeeping and laundry 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.
Ability to operate property management system technology and 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 resolve guest-related issues.

Responsibilities

Provide a strong guest experience and respond to guest requests with diligent follow-through.
Resolve guest issues through the Make it Right process while treating 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.
Keep the front desk work area, lobby, and guest common areas organized and clean according to company standards.
Promote the value of ESA to telephone and in-person inquiries and work to convert inquiries into reservations and occupied rooms.
Collect relevant guest information, identify potential sales leads, and recognize sales opportunities.
Conduct periodic property tours to ensure the property meets brand standards.
Provide reasonable accommodations in response to guest requests whenever possible and practical.
Follow company policies and procedures, including key control, and promptly report safety and security issues to a manager or appropriate authorities.
Maintain overall hotel cleanliness, including helping clean and upkeep 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.