Virtual Guest Service Rep PT-100013

Extended Stay America•Rock Hill, SC

43d•$16 - $23•Onsite

About The Position

The On-site Virtual Guest Service Representative (VGSR) position is responsible for responding to guest inquiries, resolving issues, and ensuring a positive virtual guest experience. This role involves providing top-notch assistance to guests, managing check-ins and check-outs in accordance with company guidelines, completing necessary front office functions, and assisting other associates onsite at the hotel. Additionally, the VGSR will manage high volumes of inbound and outbound calls, processing reservations, providing remote support, and addressing guest inquiries and issues through virtual communication channels. This is an on-site hotel guest services role supporting multiple hotels, requiring effective multitasking and high call volume management. Demonstrates and promotes a 100% commitment to providing great service and a great experience for guests and associates.

Requirements

Proficient in reading, speaking, and interacting in English with guests, associates, law enforcement, and management.
Strong computer skills, including an understanding of Hotel Point of Sale and Check-In System.
Strong customer service skills, including active listening, problem-solving abilities, empathy, patience, adaptability, hotel services knowledge, conflict resolution, and the ability to remain composed under pressure while maintaining a positive and customer-centric approach.
Ability to work independently and as part of a team, with a strong sense of responsibility and ownership.
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
Capable of writing routine reports and correspondence.
Proficient in basic math operations including addition, subtraction, multiplication, and division.
Applies good judgment at all times and handles problems involving standardized situations.
Understands and follows guidelines, procedures, and company standards.
Demonstrates strong communication skills, both verbal and written, for effective call center operations and guest interactions.
Ability to manage high call volumes of requests efficiently while supporting multiple hotels.
Communicates with incoming shift associates/management by logging pertinent information in the shift communication log.
High School Diploma or General Education Degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience.

Nice To Haves

Ability to speak Spanish is preferred, but not required.

Responsibilities

Provides virtual assistance to guests for all requests, including processing reservations, registrations, payments, and departures with diligent follow-through, in accordance with company procedures.
Handles walk-in reservations.
Provides accurate information about hotel services, rates, room availability, and local area information.
Collects all relevant guest information, identifies potential sales leads, and actively seeks opportunities to enhance guest experience and drive additional revenue.
Resolves guest issues by applying the ESA service culture and treating all guests and associates with respect and kindness.
Demonstrates a thorough understanding of the property management system, handles all shift reports, and performs audit functions when necessary.
Maintains an organized and clean work area.
Provides remote support to guests through various virtual channels, including email, chat, and other platform systems. Assists with virtual check-ins and troubleshooting any issues guests may encounter while interacting with the hotel remotely.
Demonstrates proper telephone etiquette and presents a professional appearance.
Communicates with incoming shift associates/management by logging pertinent information in the shift communication log.
Processes reservations, registrations, payments, and departures in accordance with company guidelines and procedures.
Manages collection efforts for all in-house balances, ensuring accurate maintenance of cash, credit card, and city ledger accounts at the property.
Handles laundry tasks, including stain treatment, washing, drying, and folding linens, terry, blankets, coverlets, and shower curtains, ensuring adherence to company standards.
Cleans, dries, and packages dishware according to company guidelines.
Maintains appropriate PAR levels by stocking housekeeping carts, cart rooms, and laundry rooms with necessary products throughout the property, in line with brand standards.
Sets up, maintains, and takes down the grab-and-go breakfast area as required by time of day, ensuring compliance with brand standards.
Conducts periodic tours of the property to inspect for cleanliness, collect trash, and identify maintenance needs, ensuring adherence to company standards.
Maintains an organized front desk and work area to ensure efficient operations and a professional appearance, in accordance with company standards
Performs other related duties as assigned.