Guest Services Rep Full Time-104010

Extended Stay America • Pensacola, FL

1d

About The Position

The Guest Services Representative (GSR) is responsible for promoting a strong commitment to providing guests with the best possible experience. The role assists guests, answers phones, processes check-ins and check-outs, collects payments, and completes required front-office paperwork in accordance with company guidelines. The GSR also follows company safety and security procedures and standards for associates and guests.

The role supports guest requests and issue resolution, handles reservations and guest accounts, assists with breakfast setup and upkeep, maintains clean and organized front-desk and common areas, and promotes the hotel’s value to prospective guests. It may also involve hotel-cleanliness duties, cross-training in housekeeping and laundry, and 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.
• Proficient English communication skills for interacting with guests, associates, and outside vendors.
• Ability to operate property management system technology and 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 address and resolve guest-related issues.

Responsibilities

• Promote a 100% commitment to providing guests with the best possible experience.
• Assist with and respond to guest requests, ensuring diligent follow-through and using the Make it Right process to resolve issues.
• Treat guests and associates with respect and kindness while embracing the company’s service culture.
• 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.
• Maintain an organized and clean work area behind the front desk, in the lobby, and in guest common areas in compliance with company standards.
• Promote the value of ESA to callers and in-person inquiries and strive 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 ensure 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 requirements, and promptly report safety and security issues to the manager 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 to 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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED