Guest Services Rep Part Time-104020

Extended Stay America•Cranberry Township, PA

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, checks guests in and out, collects payments according to company guidelines, completes front-office paperwork, and ensures safety and security procedures are followed for associates and guests. The GSR handles reservations, registration, payments, departures, and collection of in-house balances, while maintaining cash, credit card, and city ledger accounts. The position also includes setting up and maintaining the breakfast display, keeping front-desk and guest common areas clean and organized, promoting the hotel to prospective guests, identifying sales opportunities, and conducting periodic property tours to check brand standards. The GSR responds to guest requests, works to resolve guest issues, and provides reasonable accommodations when possible and practical. Other duties include helping maintain overall hotel cleanliness, cross-training in housekeeping and laundry, providing assistance in those areas as needed, and completing 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 to interact with guests, associates, and outside vendors.
Ability to operate property management system technology, 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 solve guest-related issues.

Responsibilities

Promote a strong commitment to providing guests with the best possible experience.
Assist guests and follow through diligently on their requests.
Resolve guest issues through the Make it Right process while treating guests and associates with respect and kindness.
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 work area, lobby, and guest common areas organized and clean according to company standards.
Promote the value of ESA to telephone and in-person inquiries and work to convert inquiries into reservations and occupied rooms.
Collect guest information according to guidelines, probe for sales leads, and identify sales opportunities.
Conduct periodic property tours to ensure brand standards are met.
Provide reasonable accommodations 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 a manager or appropriate authorities.
Help maintain overall hotel cleanliness, including the front desk, associate breakroom, guest laundry, fitness room, vending areas, stairwells, and common areas.
Cross-train in housekeeping and laundry and assist as needed.
Complete other tasks assigned by the management team.