Guest Services Rep Full Time-104010

Extended Stay America•Columbia, MO

About The Position

The Guest Services Representative (GSR) promotes a strong commitment to providing guests with the best possible experience. The role assists guests, answers phones, checks guests in and out, processes payments, and completes required front-office paperwork in accordance with company procedures. The GSR also helps ensure company safety and security standards are followed for associates and guests. The position supports guest requests and issue resolution, processes reservations and departures, maintains property accounts, and helps convert inquiries into reservations. It also includes setting up and maintaining the breakfast display, keeping the front desk, lobby, and guest common areas clean and organized, conducting property tours, and assisting with hotel cleanliness and housekeeping or laundry tasks as needed. The GSR may occasionally travel to other locations within a reasonable geographic area.

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.
Proficiency operating property management system technology.
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 address and solve guest-related issues.
Ability to occasionally push and/or pull carts and equipment weighing up to 50 pounds.
Ability to occasionally travel to other locations within a reasonable geography.

Responsibilities

Promote a strong commitment to providing the best possible guest experience.
Assist with guest requests and follow through diligently; 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.
Keep the work area behind the front desk, lobby, and guest common areas clean and organized in compliance with company standards.
Promote the value of ESA to telephone 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 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, and promptly report safety or 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.
Perform other tasks assigned by the management team.
Complete front-office daily paperwork and, when necessary and assigned, work through shift reports and perform the audit function.