Guest Services Rep Part Time-104020

Extended Stay America•Appleton, WI

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 front-office daily paperwork and follows company safety and security procedures and standards for associates and guests. The GSR responds to guest requests and is empowered to resolve guest issues through the Make it Right process. The position includes processing reservations and guest departures, maintaining property accounts, supporting breakfast service, keeping work and guest areas clean, promoting reservations, and checking the property for brand-standard compliance. The role may also assist with cleaning and upkeep throughout the hotel and cross-train in housekeeping and laundry.

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 for interacting 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 basic arithmetic using whole numbers, common fractions, and decimals.
Good judgment and ability to manage problems and resolve guest-related issues.

Responsibilities

Provide a strong commitment to delivering the best possible guest experience.
Assist with and respond to guest requests, following through diligently and resolving issues through the Make it Right process.
Process reservations, registration, payment, 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 work area behind the front desk, lobby, and guest common areas organized and clean according to company standards.
Promote the value of ESA to telephone and in-person inquiries and seek to convert inquiries into reservations and occupied rooms.
Collect guest information according to guidelines, identify sales opportunities, and probe for potential sales leads.
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 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 and provide assistance as needed.
Complete other tasks assigned by the management team.
Complete front-office daily paperwork and follow safety and security procedures for associates and guests.