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 A Day in the Life video for Guest Services Representative. (Video link not included here.)

• 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.
• Empowers to 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.
• Set up, 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 property tours to ensure the property meets brand standards.
• Assist and provide reasonable accommodation in response to guest requests whenever possible and practical.
• Comply with all company policies and procedures, including key control policy, and promptly report safety and security issues to the manager or appropriate authorities.

• Maintain overall hotel cleanliness, including 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 ranges:
Pay ranges for the position vary by role, level, experience, time in position, and location. Compies with applicable wage laws. The company complies with federal, state, and local minimum wage requirements. Pay ranges for the following states include:

• California: $16.50 - $23.00
• Colorado: $16.00 - $19.00
• Illinois: $16.00 - $19.00
• Minnesota: $16.00 - $19.00
• New Jersey: $16.00 - $23.22
• Washington: $16.66 - $21.10
• Whitestone, NY: $19.17 - $20.52

• Understand and communicate in English proficiently to interact with guests, associates and outside vendors.
• Proficient operation of the property management system technology; ability to work through shift reports and perform audit functions when necessary.
• Understand and comply with safety rules, operating and maintenance instructions, and procedure manuals.
• Complete routine reports and correspondence.
• Add, subtract, multiply, and divide in all units of measure.
• Apply good judgment at all times.
• Manage problems, address and solve guest-related issues.

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

• High school diploma or GED; or 1-3 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,…