Guest Services Rep Part Time-104020

Extended Stay America•Princeton, NJ

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, handles check-in and check-out, and collects payments according to company guidelines and procedures. The GSR completes required front-office paperwork and helps ensure company safety and security procedures, guidelines, and standards are followed for associates and guests. The GSR responds to guest requests, works to resolve issues through the Make it Right process, and supports the hotel's service culture. The position also helps maintain the cleanliness and organization of the front desk, lobby, guest common areas, and other hotel spaces, and may cross-train in housekeeping and laundry to provide assistance as needed.

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.
Operate property management system technology proficiently and work through shift reports; perform audit functions when necessary and assigned.
Understand and comply with safety rules, operating and maintenance instructions, and procedure manuals.
Complete routine reports and correspondence.
Perform arithmetic using whole numbers, common fractions, and decimals.
Apply good judgment and manage, address, and solve guest-related problems.

Responsibilities

Provide guests with the best possible experience and respond to requests with diligent follow-through.
Resolve guest issues through the Make it Right process, 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 clean and organized according to company standards.
Promote the value of ESA to callers and visitors and work to convert inquiries into reservations and occupied rooms.
Collect relevant guest information, identify sales opportunities, and probe for potential sales leads.
Conduct periodic property tours to check that brand standards are being met.
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 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 provide assistance as needed.
Complete other tasks assigned by the management team.
Complete front-office paperwork and follow assigned audit procedures when necessary.