Guest Services Representative

POSITION PURPOSE AND SUMMARY

The Guest Services Representative (GSR) demonstrates a 100% commitment to providing the best possible experience for our guests. The GSR assists guests at all times, answers phones, checks in and checks guests out, collects payment, completes front office daily paperwork, and follows company safety and security procedures.

• Demonstrates a 100% commitment to providing the best possible guest experience.
• Assists and responds to guest requests with diligent follow‑through and resolves issues through the Make it Right process.
• Processes reservations, registration, payment, and departures in accordance with company guidelines.
• Handles collection efforts of all in‑house balances and maintains all ledger accounts.
• Sets up, maintains, and takes down breakfast as required.
• 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 inquiries into reservations and occupied rooms.
• Collects relevant guest information, probes for potential sales leads, and identifies sales opportunities.
• Performs periodic tours of the property to ensure brand standards.
• Provides reasonable accommodations in response to guest requests whenever possible and practical.
• Complies with all company policies and procedures, including key control policy and safety reporting.

• Maintains overall hotel cleanliness, including assisting with cleaning and upkeep of various areas of the hotel.
• Engages in cross training in housekeeping and laundry areas to provide assistance as needed.
• Performs other tasks as assigned by the management team.

• Proficient communication in English to interact with guests, associates, and vendors.
• Proficient operation of the property management system technology and audit function.
• Understands and complies with safety rules, operating and maintenance instructions, and procedure manuals.
• Completes routine reports and correspondence.
• Applies good judgment at all times.
• Manages problems, addresses and solves guest‑related issues.

• Regularly required to remain stationary, navigate the hotel, reach and handle objects, and detect sounds.
• Occasionally required to access low areas, traverse heights, and remain stable.
• Occasionally pushes or pulls carts and equipment up to 50 pounds.
• Frequently works in outside weather conditions, wet humid conditions, near moving mechanical parts, in presence of fumes, chemicals, electrical or corrosive risks, moderate to loud noise, and occasionally travels to other locations.

High school diploma or GED; or one to three months related experience and/or training; or equivalent combination of education and experience.

ESA Management, LLC is an Equal Opportunity Employer. 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, national origin or ancestry, disability status, veteran status, genetic information or any other characteristic protected by federal, state or local laws.