Guest Services Rep Part Time-104020

Extended Stay America•Stevenson Ranch, CA

About The Position

The Guest Services Representative (GSR) provides a positive guest experience by assisting guests, answering phones, managing check-in and check-out, and collecting payments in accordance with company procedures. The role also handles front-office paperwork and follows company safety and security standards for guests and associates. The GSR responds to guest requests, resolves issues through the Make it Right process, processes reservations and departures, maintains payment accounts, and supports sales and reservation conversion. The position also involves maintaining breakfast displays, keeping front desk and common areas clean, conducting property tours, and helping maintain overall hotel cleanliness. Cross-training in housekeeping and laundry is expected to support assistance in those areas 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.
Proficient English communication skills to interact with guests, associates, and outside vendors.
Ability to operate property management system technology, work through shift reports, and perform audit functions 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 resolve guest-related issues.

Responsibilities

Promote a strong commitment to providing the best possible guest experience.
Assist guests and respond to requests with diligent follow-through, resolving guest issues through the Make it Right process.
Process reservations, guest registration, payments, and departures according to company guidelines and procedures.
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 front desk work area, lobby, guest common areas, and other hotel areas clean and organized in compliance with company standards.
Promote the value of ESA to prospective guests by telephone and in person, 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 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.
Assist 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 to provide assistance as needed.
Complete other tasks assigned by the management team.