Guest Services Rep Full Time-104010

Extended Stay America•Morgan Hill, CA

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, collects payment, and completes required front-office paperwork according to company guidelines and procedures. The GSR also helps ensure company safety and security procedures and standards are followed for associates and guests. The position handles reservations, registration, payment, departures, in-house balances, and property cash, credit card, and city ledger accounts. It also supports breakfast setup and takedown, maintains clean and organized guest-facing and work areas, responds to guest requests, and helps resolve guest concerns through the Make it Right process. Additional duties include supporting hotel cleanliness, cross-training in housekeeping and laundry, and performing other tasks 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.
Understand and communicate proficiently in English to interact with guests, associates, and outside vendors.
Proficiently operate property management system technology.
Able to work through shift reports and perform the audit function when necessary and assigned.
Understand and comply with safety rules, operating and maintenance instructions, and procedure manuals.
Able to complete routine reports and correspondence.
Able to perform arithmetic using whole numbers, common fractions, and decimals.
Apply good judgment and manage, address, and solve guest-related problems.
Able to occasionally push and/or pull carts and equipment weighing up to 50 pounds.
Able to occasionally travel to other locations within a reasonable geographic area.

Responsibilities

Demonstrate and promote a commitment to providing the best possible guest experience.
Assist with and respond to guest requests, following through diligently and treating guests and associates with respect and kindness.
Resolve guest issues through the Make it Right process.
Process reservations, registration, payments, and departures in accordance with company guidelines and 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 an organized and clean work area behind the front desk, in the lobby, and in guest common areas according to company standards.
Promote the value of ESA to telephone and in-person inquiries and strive to convert inquiries into reservations and occupied rooms.
Collect relevant guest information, identify sales opportunities, and probe for potential sales leads.
Conduct periodic property tours to ensure brand standards are 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 a manager or appropriate authorities.
Maintain overall hotel cleanliness, including helping clean and upkeep 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.

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