Guest Services Rep Part Time-104020

ESA Management•Bel Air, MD

About The Position

The Guest Services Representative (GSR) demonstrates and 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 front-office paperwork in accordance with company guidelines and procedures. The GSR also follows company safety and security standards for associates and guests. The GSR responds to guest requests with diligent follow-through and may resolve guest issues through the Make it Right process. The position processes reservations, registrations, payments, and departures; handles collection efforts for in-house balances; and maintains cash, credit card, and city ledger accounts. Duties also include setting up and maintaining the breakfast display, keeping the front desk, lobby, and guest common areas clean and organized, promoting ESA services and converting inquiries into reservations, gathering guest information and identifying sales leads, and conducting periodic property tours to check brand standards. The GSR provides reasonable accommodations for guest requests when possible and practical, and reports safety or security issues promptly. The role also helps maintain overall hotel cleanliness, including the front desk, associate breakroom, guest laundry, fitness room, vending areas, stairwells, and common areas. Cross-training in housekeeping and laundry is required to provide assistance as needed. Other tasks may be assigned by the management team.

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 work through shift reports and perform the audit function 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 arithmetic using whole numbers, common fractions, and decimals.
Good judgment and ability to manage problems and address and resolve guest-related issues.

Responsibilities

Demonstrate and promote a commitment to providing the best possible guest experience.
Assist guests and respond to requests with diligent follow-through, including resolving issues through the Make it Right process.
Answer phones and process reservations, registrations, payments, check-ins, check-outs, and departures according to company procedures.
Handle collection efforts for in-house balances and maintain property cash, credit card, and city ledger accounts.
Complete necessary front-office daily paperwork and perform shift reports and audit functions when assigned.
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 accordance with company standards.
Promote ESA to prospective guests by phone and in person, seek to convert inquiries into reservations, gather relevant guest information, and identify sales opportunities.
Conduct periodic property tours to ensure the property meets brand standards.
Provide reasonable accommodation in response to guest requests whenever possible and practical.
Follow company policies and procedures, including key control, 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.