Guest Services Rep Part Time-104020

ESA Management•Norco, 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, processes check-ins and check-outs, collects payments, and completes required front-office paperwork. The GSR follows company safety and security procedures and standards for associates and guests. The position also supports hotel cleanliness and upkeep, including front desk and common areas, and may cross-train in housekeeping and laundry to assist as needed. The role follows company policies and procedures and performs 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.
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 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 commitment to providing the best possible guest experience and treat guests and associates with respect and kindness.
Assist guests and follow through on requests, using the Make it Right process to resolve guest issues.
Process reservations, registrations, 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 front desk, lobby, and guest common areas organized and clean in compliance with company standards.
Promote the value of ESA to inquiries by phone and in person, and seek to convert inquiries into reservations and occupied rooms.
Collect guest information according to guidelines, probe for potential sales leads, and identify sales opportunities.
Conduct periodic property tours to check whether the property meets brand standards.
Assist with reasonable guest accommodation 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 and assist with cleaning and upkeep of areas such as 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.
Complete front-office daily paperwork and shift reports, and perform the audit function when necessary and assigned.
Perform other tasks assigned by the management team.