Guest Service Representative Darien

POSITION PURPOSE AND SUMMARY

Guest Services Representative (GSR) demonstrates a strong commitment to delivering the best experience for our guests. The GSR assists guests at all times, answers phones, checks guests in and out, and collects payment according to company guidelines. The GSR completes all front‑office daily paperwork and ensures safety and security procedures, guidelines and standards are followed for all associates and guests.

• Demonstrates and promotes a 100% commitment to providing the best experience for our guests.
• Assists and responds to guest requests with diligent follow‑through; empowers to resolve issues through the Make it Right process and treats all guests and associates with respect and kindness.
• Processes reservations, registration, payment and departures in accordance with company guidelines.
• Handles collection of all in‑house balances; maintains all cash, credit‑card and city ledger accounts at the property.
• Sets up, maintains and takes down breakfast when required by time of day.
• Maintains an organized and clean work area behind the front desk, in the lobby and in guest common areas in compliance with company standards.
• Sells the value of ESA to all inquiries (telephone and in‑person) and strives to convert them into reservations and occupied rooms in compliance with company standards.
• Collects relevant guest information, probes for potential sales leads and identifies sales opportunities.
• Conducts periodic tours of the property to ensure brand standards are met.
• Assists with reasonable accommodations in response to guest requests whenever possible and practical.
• Complies with all company policies and procedures, including key‑control policy; promptly reports all safety and security issues to the manager or appropriate authorities.

• Maintains overall hotel cleanliness, including assisting with cleaning and upkeep of the front desk, associate breakroom, guest laundry, fitness room, vending areas, stairwells and common areas.
• Engages in cross‑training in housekeeping and laundry areas to provide assistance as needed.
• Performs other tasks as assigned by the management team.

• Proficient in English for interaction with guests, associates and vendors.
• Proficient operation of the property management system; able to work through shift reports and perform audits when necessary and assigned.
• Understands and complies with safety rules, operating and maintenance instructions and procedure manuals.
• Completes routine reports and correspondence.
• Performs basic math (addition, subtraction, multiplication, division) in all units of measure.
• Applies good judgment at all times.
• Manages problems, addresses and solves guest‑related issues.

• Regularly required to remain stationary; navigate the hotel and parking lot; reach, handle, detect objects and controls; and detect sounds.
• Occasionally required to position self to access low areas and traverse heights while remaining stable.
• Occasionally push or pull carts and equipment up to 50 pounds.
• Frequently works in outside weather conditions (depending on hotel).
• Occasionally works in wet, humid conditions, near moving mechanical parts, fumes or airborne particles, toxic or caustic chemicals, and risk of electrical shock.
• Typically exposed to moderate to loud noise levels.
• Occasionally travels to assist at other locations within a reasonable geography.

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.

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.