Guest Services Rep Part Time-104020

Extended Stay America•Princeton, NJ

About The Position

The Guest Services Representative (GSR) demonstrates and promotes a strong commitment to providing guests with the best possible experience. The role assists guests, answers phones, manages check-in and check-out, collects payments, and completes required front-office paperwork. The GSR also helps ensure company safety and security procedures and standards are followed for associates and guests. The position includes processing reservations and guest accounts, resolving guest concerns through the Make it Right process, supporting breakfast service, maintaining clean and organized guest and work areas, and promoting the company’s services to prospective guests. The GSR may also assist with general hotel cleanliness and cross-train in housekeeping and laundry.

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 proficiently in English 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 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

Assist guests and respond to requests with diligent follow-through.
Resolve guest issues through the Make it Right process while treating guests and associates respectfully and kindly.
Process reservations, guest registration, payments, and departures according to company guidelines.
Collect in-house balances and maintain cash, credit card, and city ledger accounts at the property.
Set up, maintain, and take down the breakfast display in a timely manner.
Keep the front desk work area, lobby, and guest common areas clean and organized according to company standards.
Promote the value of ESA by phone and in person, seek to convert inquiries into reservations and occupied rooms, and identify sales opportunities.
Collect relevant guest information and probe for potential sales leads.
Conduct periodic property tours to check that brand standards are being met.
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.
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 to provide assistance as needed.
Complete other tasks assigned by the management team.
Complete front-office daily paperwork and, when necessary and assigned, work through shift reports and perform the audit function.