Guest Services Rep Part Time-104020

ESA Management•Lewisville, TX

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, handles check-ins and check-outs, and collects payments according to company guidelines and procedures. The GSR completes required front-office paperwork and follows company safety and security procedures and standards for associates and guests. The GSR responds to guest requests and may resolve guest issues through the Make it Right process. The role also supports property cleanliness, breakfast setup and takedown, sales and reservation conversion, and compliance with company standards. Cross-training in housekeeping and laundry is expected so the GSR can assist in those areas 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.
Communicate proficiently in English with guests, associates, and outside vendors.
Operate property management system technology proficiently.
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, manage problems, and address and resolve guest-related issues.
Treat guests and associates with respect and kindness.

Responsibilities

Provide guests with the best possible experience and respond to requests with diligent follow-through.
Resolve guest issues through the Make it Right process when appropriate.
Process reservations, guest registration, payments, and departures according to company guidelines and procedures.
Handle collection efforts for 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 work area behind the front desk, lobby, and guest common areas organized and clean in accordance with company standards.
Promote the value of ESA to telephone and in-person inquiries and work 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 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 requirements, and promptly report safety and security issues to the manager or appropriate authorities.
Maintain overall hotel cleanliness, including assisting with upkeep of 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 perform the audit function when necessary and assigned.