Guest Services Rep Part Time-104020

Extended Stay America•Newnan, GA

13d

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 in accordance with company guidelines. The GSR also helps ensure that company safety and security procedures and standards are followed for associates and guests. The position includes maintaining the front desk, lobby, guest common areas, and breakfast display; supporting hotel cleanliness; and cross-training in housekeeping and laundry to provide assistance as needed. The GSR may also perform 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 arithmetic using whole numbers, common fractions, and decimals.
Good judgment and ability to manage problems and address and resolve guest-related issues.

Responsibilities

Demonstrate a commitment to providing the best possible guest experience.
Assist guests and respond to requests with diligent follow-through; use the Make it Right process to resolve guest issues while treating guests and associates with respect and kindness.
Process reservations, guest registration, 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 work area behind the front desk, lobby, and guest common areas organized and clean according to company standards.
Promote the value of ESA to telephone and in-person inquiries and seek 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 check that brand standards are being met.
Provide reasonable accommodations in response to guest requests whenever possible and practical.
Comply with 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 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.