Guest Services Rep Part Time-104020

Extended Stay America•Des Plaines, IL

12d

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 required daily front-office paperwork and ensures company safety and security procedures, guidelines, and standards are followed for associates and guests. The GSR responds to guest requests, resolves issues through the Make it Right process, processes reservations and payments, maintains property accounts, and supports sales and reservation conversion. The position also helps maintain breakfast service, cleanliness, and brand standards throughout the property, and may cross-train in housekeeping and laundry to provide assistance 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.
Understand and communicate in English proficiently to interact with guests, associates, and outside vendors.
Operate property management system technology proficiently; work through shift reports and perform the audit function 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

Demonstrate a commitment to providing the best possible guest experience.
Assist guests and respond to requests with diligent follow-through, using the Make it Right process to resolve issues.
Process reservations, registration, payments, and departures according to 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.
Maintain an organized and clean work area behind the front desk, in the lobby, and in guest common areas.
Promote the value of ESA to callers and in-person inquiries and seek to convert inquiries into reservations and occupied rooms.
Collect relevant guest information, probe for potential 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 requirements, and promptly report safety and security issues to the 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 to provide assistance as needed.
Complete other tasks assigned by the management team.