Guest Service Representative Midvale

POSITION PURPOSE AND SUMMARY

The Guest Services Representative (GSR) position must demonstrate and promote a strong commitment to providing the best possible experience for our guests. The GSR is responsible for assisting guests at all times, answering phones, checking guests in and out, and collecting payments in accordance with company guidelines and procedures. The GSR also completes all necessary front office daily paperwork and ensures that company safety and security procedures, guidelines, and standards are followed by associates and guests.

• 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 and resolves guest issues through the Make it Right process.
• 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 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 (via telephone and in person) 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 brand standards are met.
• Assists and provides reasonable accommodations in response to guest requests whenever possible and practical.
• Complies with all company policies and procedures, including key control policy and prompt reporting of all safety and security issues.

• Maintains overall hotel cleanliness, assists with cleaning and upkeep of various areas including 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.

• Understands and communicates in English to interact with guests, associates and vendors.
• Proficiently operates the property management system and performs shift reports and audit functions when necessary.
• Understands and complies with safety rules, operating and maintenance instructions, and procedure manuals.
• Completes routine reports and correspondence.
• Applies basic arithmetic (addition, subtraction, multiplication, division) in all units of measure.
• Applies good judgment at all times.
• Manages problems and solves guest‑related issues.

• Regularly required to remain stationary; navigate the hotel and parking lot; reach and handle objects and controls; and detect sounds.
• Occasionally required to position self to access low areas and traverse heights while remaining stable.
• Occasionally pushes or pulls carts and equipment up to 50 pounds.
• Performs duties in outside weather conditions (depending on hotel).
• Occasionally works in wet humid conditions, near moving mechanical parts, or in the presence of fumes or airborne particles and toxic or caustic chemicals with risk of electrical shock.
• Typically works at 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 (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.