Guest Services Rep Part Time-104020

ESA Management•Timonium, MD

12d

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, processes payments, and completes required front-office paperwork in accordance with company procedures. The GSR also follows company safety and security standards for associates and guests. The position handles reservations, registration, payment, departures, and collection of in-house balances, while maintaining cash, credit card, and city ledger accounts. It supports guest requests and works to resolve issues through the Make it Right process. The GSR also helps maintain the breakfast display, keeps the front desk, lobby, and common areas clean and organized, promotes and sells the company’s lodging services, identifies sales opportunities, and periodically tours the property to check brand standards. Additional duties include supporting overall hotel cleanliness, including cleaning and upkeep of areas such as the front desk, associate breakroom, guest laundry, fitness room, vending areas, stairwells, and common areas. The position may cross-train in housekeeping and laundry and 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.
Proficient English communication skills to interact 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 solve guest-related issues.

Responsibilities

Provide a positive guest experience and respond to guest requests with diligent follow-through.
Resolve guest issues through the Make it Right process when appropriate.
Process reservations, guest registration, payments, and departures according to company guidelines.
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, lobby, and guest common areas organized and clean according to company standards.
Promote the value of the company’s services to prospective guests and work to convert inquiries into reservations and occupied rooms.
Collect guest information, 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 management or the appropriate authorities.
Assist with hotel cleanliness and upkeep, including 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 other tasks assigned by the management team.
Complete front-office daily paperwork and follow company safety and security procedures.