Guest Services Rep Part Time-104020

Extended Stay America•Lexington Park, MD

About The Position

The Guest Services Representative (GSR) helps provide guests with a positive experience by assisting guests, answering phones, checking guests in and out, and collecting payments according to company guidelines and procedures. The role also completes necessary daily front-office paperwork and follows company safety and security procedures and standards for associates and guests. The GSR responds to guest requests, processes reservations and guest transactions, maintains property accounts, supports breakfast service, and helps keep the front desk, lobby, and common areas clean and organized. The position also supports hotel cleanliness and may cross-train in housekeeping and laundry to assist when needed.

Requirements

Understand and communicate proficiently in English to interact with guests, associates, and outside vendors.
Operate property management system technology proficiently; work through shift reports and perform audit functions 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, address, and solve guest-related problems.
High school diploma or GED, or one to three months of related experience and/or training, or an equivalent combination of education and experience.

Responsibilities

Demonstrate and promote a strong 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 with respect and kindness.
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.
Keep the work area behind the front desk, the lobby, and guest common areas clean and organized in compliance with company standards.
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 management 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 and provide assistance as needed.
Complete other tasks assigned by the management team.