Guest Services Rep Part Time-104020

ESA Management•Canton, MI

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 daily front-office paperwork. The GSR follows company safety and security procedures and standards for associates and guests. The position also supports property cleanliness and upkeep, including common areas, and may cross-train in housekeeping and laundry to provide assistance as needed. Other tasks may be assigned by the management team.

Requirements

High school diploma or General Education Degree (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.
Ability to 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, manage problems, and address and solve guest-related issues.

Responsibilities

Demonstrate and promote a commitment to providing the best possible guest experience.
Assist guests and follow through diligently on their requests; use the Make it Right process to resolve guest issues.
Treat guests and associates with respect and kindness while embracing ESA's service culture.
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.
Respond to telephone and in-person inquiries, communicate the value of ESA, and strive 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 ensure the property meets brand standards.
Assist with reasonable accommodations for guest requests whenever possible and practical.
Follow company policies and procedures, including key control policy, and promptly report safety and security issues to the 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 areas and provide assistance as needed.
Complete other tasks assigned by the management team.