Guest Services Rep Full Time-104010

Extended Stay America•Mishawaka, IN

About The Position

The Guest Services Representative (GSR) provides a positive guest experience by assisting guests, answering phones, checking guests in and out, and collecting payments according to company guidelines and procedures. The role also completes daily front-office paperwork and follows company safety and security procedures and standards for associates and guests. The GSR responds to guest requests, works to resolve guest issues through the Make it Right process, processes reservations and guest transactions, maintains property accounts, and supports sales and occupancy by converting inquiries into reservations. The position also helps maintain breakfast service, hotel cleanliness, and brand standards, and may assist in housekeeping and laundry through cross-training. 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.
Understand and communicate in English proficiently to interact with guests, associates, and outside vendors.
Proficiently operate property management system technology.
Understand and comply with safety rules, operating and maintenance instructions, and procedure manuals.
Complete routine reports and correspondence.
Perform arithmetic using whole numbers, common fractions, and decimals.
Apply good judgment and manage and resolve guest-related problems.
Meet the stated physical and environmental demands, including occasionally pushing or pulling carts and equipment weighing up to 50 pounds.

Responsibilities

Demonstrate commitment to providing guests with the best possible experience and treat guests and associates with respect and kindness.
Assist guests and follow through on requests; use the Make it Right process to resolve guest issues.
Process reservations, registration, payments, and departures in accordance with company guidelines and procedures.
Handle collection efforts for 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, lobby, guest common areas, and other hotel areas clean and organized in accordance with company standards.
Promote the value of ESA in response to telephone and in-person inquiries and seek 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 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 requirements, and promptly report safety and security issues to management or appropriate authorities.
Maintain overall hotel cleanliness, including assisting with cleaning and upkeep of 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.
Complete front-office daily paperwork and, when necessary and assigned, work through shift reports and perform the audit function.