Guest Services Rep Full Time-104010

Extended Stay America•Bensalem Township, PA

About The Position

The Guest Services Representative (GSR) demonstrates and promotes a strong commitment to providing guests with the best possible experience. The role assists guests, answers phones, checks guests in and out, collects payment, and completes front-office paperwork in accordance with company guidelines and procedures. The GSR also follows company safety and security procedures and standards for associates and guests. The position includes responding to guest requests, resolving issues through the Make it Right process, processing reservations and payments, maintaining property accounts, and supporting sales and occupancy. The GSR helps set up and maintain the breakfast display, keeps front-desk and guest common areas clean and organized, conducts periodic property tours, and provides reasonable accommodations when possible and practical. Other duties include helping maintain overall hotel cleanliness and cross-training in housekeeping and laundry to provide assistance as needed. Additional 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 to interact with guests, associates, and outside vendors.
Proficiency operating property management system technology.
Ability to understand and comply with safety rules, operating and maintenance instructions, and procedure manuals.
Ability to perform basic arithmetic using whole numbers, common fractions, and decimals.
Good judgment and ability to manage problems and resolve guest-related issues.
Ability to meet the stated physical and environmental demands, including occasionally pushing or pulling carts and equipment up to 50 pounds.

Responsibilities

Demonstrate and promote commitment to providing guests with the best possible experience.
Assist guests and respond to requests with diligent follow-through; resolve guest issues through the Make it Right process.
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 by phone and in person 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.
Provide reasonable accommodations in response to guest requests whenever possible and practical.
Comply with company policies and procedures, including key control requirements and prompt reporting of safety and security issues.
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 to provide assistance as needed.
Complete other tasks assigned by the management team.
Operate property management system technology, work through shift reports, and perform audit functions when necessary and assigned.
Complete routine reports and correspondence and apply good judgment in addressing guest-related problems.