Guest Services Rep Full Time-104010

Extended Stay America•Mount Pleasant, SC

10d

About The Position

The Guest Services Representative (GSR) supports a positive guest experience by assisting guests, answering phones, checking guests in and out, and collecting payments in accordance with company guidelines and procedures. The role also completes required front-office paperwork and follows company safety and security procedures and standards for associates and guests. The GSR responds to guest requests, resolves issues through the Make it Right process, and processes reservations, registration, payments, and departures. The position maintains cash, credit card, and city ledger accounts; sets up and maintains the breakfast display; keeps the front desk, lobby, and guest common areas clean and organized; and promotes the hotel to callers and visitors to generate reservations. The role also gathers guest information, identifies sales leads, and conducts periodic property tours to check brand standards. Additional duties include helping maintain overall hotel cleanliness, assisting with upkeep in various hotel areas, and cross-training in housekeeping and laundry to provide assistance 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.
Ability to understand and communicate in English proficiently with guests, associates, and outside vendors.
Ability to operate property management system technology proficiently.
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 basic arithmetic using whole numbers, common fractions, and decimals.
Ability to apply good judgment and manage and resolve guest-related problems.
Ability to remain stationary, navigate the hotel and parking lot, reach and handle objects, and detect objects, controls, and sounds.
Ability to occasionally access low areas, traverse heights while remaining stable, and push or pull carts and equipment weighing up to 50 pounds.
Ability to work in outdoor weather conditions, and occasionally in wet or humid conditions and around mechanical parts, fumes or airborne particles, toxic or caustic chemicals, or electrical-shock risks.
Ability to work in moderate to loud noise levels.
Ability to occasionally travel to other locations within a reasonable geographic area.

Responsibilities

Demonstrate a strong commitment to providing guests with the best possible experience.
Assist guests and follow through on their requests; address and resolve guest-related issues through the Make it Right process.
Process reservations, guest registration, payments, and departures according to company 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.
Maintain a clean and organized work area behind the front desk, in the lobby, and in guest common areas.
Promote the value of ESA to prospective guests by phone and in person, aiming to convert inquiries into reservations and occupied rooms.
Collect guest information, identify potential sales leads, and recognize sales opportunities.
Conduct periodic property tours to ensure 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 management or appropriate authorities.
Assist with overall hotel cleanliness and the upkeep of areas such as 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.
Complete front-office daily paperwork and follow company safety and security procedures and standards.

Benefits

Weekly pay
Competitive wages
Great working environment
Employee recognition programs
Medical insurance
Dental insurance
Vision insurance
Health Care and Dependent Care Flexible Spending Accounts
Employer-paid basic life and AD&D insurance
Employer-paid long-term disability
Optional employee-paid voluntary benefits, including short-term disability, buy-up long-term disability, supplemental life insurance, and dependent life insurance
401(k) savings plan
Paid time off
Employee Assistance Program (EAP)
Employee Perks Program offering discounts to major companies