Guest Services Rep Full Time-104010

Extended Stay America • Louisville, KY

3h

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, collects payments, processes reservations and departures, and completes required front-office paperwork in accordance with company guidelines and procedures. The GSR also follows company safety and security standards for associates and guests.

The position handles guest requests and concerns, including using the Make it Right process to resolve issues, and supports the hotel’s service culture by treating guests and associates with respect and kindness. Duties also include maintaining account balances and payment records, setting up and maintaining the breakfast display, keeping the front desk, lobby and guest common areas organized and clean, and helping convert inquiries into reservations. The GSR collects guest information, identifies sales opportunities, conducts periodic property tours, and provides reasonable accommodations when possible and practical.

The role contributes to overall hotel cleanliness and may assist with cleaning and upkeep in areas such as the front desk, associate breakroom, guest laundry, fitness room, vending areas, stairwells and common areas. Cross-training in housekeeping and laundry is expected to support the hotel as needed. Other tasks may be 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.
• Understand and communicate in English proficiently to interact with guests, associates and outside vendors.
• Proficiently operate property management system technology; work through shift reports and perform the audit function when necessary and assigned.
• Understand and comply with safety rules, operating and maintenance instructions, and procedure manuals.
• Complete routine reports and correspondence.
• Perform basic arithmetic using whole numbers, common fractions and decimals.
• Apply good judgment and manage, address and solve guest-related problems.
• Meet the described physical and environmental requirements, including navigating the hotel and parking lot, occasionally pushing or pulling carts and equipment up to 50 pounds, and working in specified conditions.

Responsibilities

• Demonstrate and promote a commitment to providing guests with the best possible experience.
• Assist guests and respond to requests with diligent follow-through.
• Resolve guest issues through the Make it Right process and uphold the company’s service culture.
• Process reservations, registration, payments and departures according to company 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 clean and organized 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 relevant guest information, probe for potential sales leads and identify sales opportunities.
• Conduct periodic property tours to confirm the property is meeting 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 a manager or appropriate authorities.
• Help maintain overall hotel cleanliness, including cleaning and 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.

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