Guest Services Rep Part Time-104020

Extended Stay America•Fort Lauderdale, FL

About The Position

The Guest Services Representative (GSR) provides a positive guest experience by assisting guests, answering phones, checking guests in and out, processing payments, and completing front-office paperwork. The role follows company guidelines and procedures and helps ensure that safety and security standards are maintained for associates and guests. The GSR handles reservations, registration, departures, guest requests, payment collection, and account maintenance. The role also supports breakfast service, maintains clean and organized guest and work areas, promotes the company’s lodging services, identifies sales opportunities, and periodically checks the property against brand standards. Additional duties include assisting with hotel cleanliness and cross-training in housekeeping and laundry to provide support as needed.

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 to interact with guests, associates, and outside vendors.
Ability to operate property management system technology and, when necessary and assigned, work through shift reports and perform the audit function.
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 arithmetic with whole numbers, common fractions, and decimals.
Good judgment and ability to manage problems and resolve guest-related issues.

Responsibilities

Demonstrate commitment to providing guests with the best possible experience and treat guests and associates respectfully and kindly.
Respond to guest requests and follow through; use the Make it Right process to resolve guest issues.
Process reservations, registration, payments, and departures according to 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.
Keep the front desk, lobby, and guest common areas organized and clean in accordance with company standards.
Promote the company’s services to telephone and in-person inquiries and seek to convert inquiries into reservations and occupied rooms.
Collect relevant guest information, identify potential sales leads, and recognize sales opportunities.
Conduct periodic property tours to check compliance with brand standards.
Provide reasonable accommodations in response to guest requests when possible and practical.
Follow company policies and procedures, including key control, and promptly report safety and security issues to management or appropriate authorities.
Assist with overall hotel cleanliness and upkeep, 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.