Guest Services Rep Part Time-104020

Extended Stay America•Buffalo Grove, IL

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 in accordance with company guidelines and procedures. The GSR also helps ensure that company safety and security procedures and standards are followed for associates and guests. The position includes maintaining the front desk, lobby, guest common areas, and overall hotel cleanliness; setting up and maintaining the breakfast display; supporting guests with requests and issue resolution; and helping convert inquiries into reservations. The GSR may cross-train in housekeeping and laundry and assist in those areas as needed. 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 proficiently in English when interacting with guests, associates, and outside vendors.
Operate property management system technology proficiently; work through shift reports and perform audit functions when necessary and assigned.
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.

Responsibilities

Provide guests with a positive experience and respond to 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, 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 area behind the front desk, lobby, guest common areas, and other hotel areas clean and organized in accordance with company standards.
Promote the value of ESA to callers and in-person inquiries and work 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 check that 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 requirements, and promptly report safety and security issues to a manager or appropriate authorities.
Assist with overall 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 and provide assistance as needed.
Complete other tasks assigned by the management team.