Guest Services Rep Part Time-104020

Extended Stay America•Meriden, CT

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, manages check-ins and check-outs, 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 cross-trains in housekeeping and laundry to provide assistance as needed. The GSR may handle guest concerns through the Make it Right process, promote the company’s services to prospective guests, and identify sales opportunities.

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 with guests, associates, and outside vendors.
Proficiency operating property management system technology.
Ability to work through shift reports and perform the audit function 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 address and solve guest-related issues.

Responsibilities

Promote a strong commitment to providing the best possible guest experience.
Assist guests, respond to requests, and follow through diligently.
Resolve guest issues through the Make it Right process while treating guests and associates with respect and kindness.
Process reservations, registration, 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 work area behind the front desk, lobby, and guest common areas organized and clean in accordance with 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, probe for sales leads, and identify 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 policy, 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 and provide assistance as needed.
Perform other tasks assigned by the management team.