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About the Role

The Guest Services Representative (GSR) position is responsible for assisting guests, answering phones, checking guests in and out, and collecting payment in accordance with company guidelines and procedures. The GSR also completes all necessary front office daily paperwork and ensures company safety and security procedures are followed.

Responsibilities

• Demonstrates and promotes a 100% commitment to providing the best possible experience for our guests.
• Assists and responds to guest requests with diligent follow-through.
• Resolves guest issues through the Make it Right process, embracing ESA's service culture and treating all guests and associates with respect and kindness.
• Processes reservations, registration, payment, and departures in accordance with company guidelines and procedures.
• Handles collection efforts of all in-house balances and maintains all cash, credit card, and city ledger accounts.
• Sets up, maintains, and takes down breakfast display in a timely manner.
• Maintains an organized and clean work area behind the front desk, in the lobby, and in guest common areas.
• Sells the value of ESA to all inquiries and strives to convert them into reservations and occupied rooms.
• Collects relevant guest information, probes for potential sales leads, and identifies sales opportunities.
• Conducts periodic tours of the property to ensure it meets brand standards.
• Provides reasonable accommodation in response to guest requests whenever possible and practical.
• Complies with all company policies and procedures, including key control and prompt reporting of safety and security issues.
• Maintains overall hotel cleanliness, including assisting with cleaning and upkeep of various areas.
• Engages in cross-training in housekeeping and laundry areas to provide assistance as needed.
• Performs other tasks as assigned by the management team.

Requirements

• 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.

Skills

• Proficient operation of the property management system technology.
• Ability to work through all shift reports and perform the audit function when necessary and assigned.
• Ability to understand and comply with documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Ability to complete routine reports and correspondence.
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
• Ability to apply good judgment at all times.
• Ability to manage problems and address and solve guest-related issues.
• Understand and communicate in English proficiently.

Experience Level

• One to three months related experience and/or training

Education Level

• High School Diploma or General Education Degree (GED)

Benefits

• Weekly Pay!
• Competitive Wages
• Great working environment
• Employee Recognition Programs
• Vision Insurance
• 401(k) Savings Plan
• Employee Assistance Program (EAP)
• Employee Perks Program offering discounts to major companies

About the Company

• ESA Management, LLC is an Equal Opportunity Employer.

Equal Opportunity

• It is the policy of ESA Management, LLC to treat applicants and associates in all aspects of the employment relationship without regard to race, color, religion, creed, sex, pregnancy, age (as defined under applicable law), national origin or ancestry, disability status, veteran status, genetic information or any other characteristic protected by federal, state or local laws.