Guest Services Rep

Overview

The Guest Services Representative ("GSR") position must demonstrate and promote a strong commitment to providing the best possible experience for our guests. This 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 is responsible for completing all necessary front office daily paperwork and ensuring that company safety and security procedures, guidelines and standards are followed for all associates and guests.

Watch the A Day in the Life video for Guest Services Representative.

• 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.
• Resolve guest issues through the Make it Right process; embrace ESA's service culture and treat all guests and associates with respect and kindness.
• Process reservations, registration, payment, and departures in accordance with company guidelines and procedures.
• Handle collection efforts of all in-house balances; maintain all cash, credit card and city ledger accounts at the property.
• Setup, maintain, and takedown of breakfast display in a timely manner.
• Maintain an organized and clean work area behind the front desk, in the lobby, and in guest common areas in compliance with company standards.
• Sell the value of ESA to inquiries (via telephone and in person) and strive to convert them into reservations and occupied rooms in compliance with company standards.
• Collect relevant guest information in accordance with guidelines, probe for potential sales leads, and identify sales opportunities.
• Periodic tours of the property to ensure the property is meeting brand standards.
• Assist and provide reasonable accommodation in response to guest requests whenever possible and practical.
• Compliance with all company policies and procedures, including but not limited to adhering to key control policy, and prompt reporting of all safety and security issues to the manager or appropriate authorities.

• Responsible for maintaining overall hotel cleanliness, including assisting with cleaning and upkeep of various areas of the hotel, including but not limited to the front desk, associate breakroom, guest laundry, fitness room, vending areas, stairwells and common areas.
• Engage in cross training in housekeeping and laundry areas to provide assistance as needed.
• Other tasks as assigned by the management team.

• Weekly Pay!
• Competitive Wages
• Great working environment
• Employee Recognition Programs
• Medical Insurance
• Dental Insurance
• Vision Insurance
• Health Care and Dependent Care Flexible Spending Accounts
• Employer Paid Basic Life and AD&D Insurance
• Employer Paid Long Term Disability
• Optional Employee Paid - Voluntary Benefits
  • Short-Term Disability
  • Buy-Up Long-Term Disability
  • Supplemental Life Insurance
  • Dependent Life Insurance
• 401(k) Savings Plan
• Paid Time Off
• Employee Assistance Program (EAP)
• Employee Perks Program offering discounts to major companies

Pay range information for the position you are applying for is below. Disclaimer:
Compensation may vary based on role, level, experience, length of time in a position, and location. Candidates are not guaranteed to be at the high or low end of the compensation ranges presented. The Company complies with applicable federal, state, and local minimum wage 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.

• Understand and communicate in English proficiently to interact with guests, associates and outside vendors.
• Proficient operation of the property management system technology. Requires the ability to work through all shift reports and perform the audit function when necessary and assigned.
• Understand and comply with documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Complete routine reports and correspondence.
• Add, subtract, multiply, and divide in all units of…