Job Details

POSITION PURPOSE AND SUMMARY

Join our team as a Guest Services Representative (GSR) and become an essential part of creating unforgettable experiences for our guests. You will be at the forefront of guest interaction, handling phone inquiries, managing check-ins and check-outs, andprocessing payments to ensure everything runs smoothly. This role also involves completing daily front office paperwork and ensuring that safety and security protocols are adhered to for everyone's protection.

MAJOR / KEY JOB DUTIES

• Dedicate yourself to delivering an outstanding experience for every guest.
• Assist guests by promptly responding to their inquiries and diligently following through, resolving issues through the Make it Right process while embodying our service culture.
• Process reservations, registrations, payments, and departures in accordance with company standards.
• Manage the collection of all in-house balances while maintaining precise records for cash, credit card, and city ledger accounts.
• Set up, maintain, and take down breakfast services as needed.
• Ensure that the front desk, lobby, and common areas are organized and meet cleanliness standards.
• Promote our services to all inquiries, aiming to convert calls into reservations, thereby maximizing room occupancy.
• Collect relevant guest information following company guidelines and identify potential sales opportunities.
• Conduct property tours to ensure compliance with brand standards.
• Provide reasonable accommodations to guest requests whenever feasible.
• Adhere to all company policies and procedures, including key control practices and the prompt reporting of safety and security concerns.

OTHER DUTIES

• Contribute to hotel cleanliness by assisting in various areas, such as the front desk, breakroom, guest laundry, fitness room, vending areas, stairwells, and common spaces.
• Engage in cross-training for housekeeping and laundry roles to offer support where needed.
• Perform additional tasks as assigned by management.

KNOWLEDGE, SKILLS, ABILITIES & COMPETENCIES

• Effective communication skills in English, capable of engaging with guests, associates, and vendors.
• Proficient in property management systems and completing shift reports and audits accurately.
• Comply with safety regulations, operational guidelines, and procedure manuals.
• Ability to produce routine reports and correspondence.
• Adept in basic math calculations.
• Utilize sound judgment in various situations.
• Proactively address and resolve guest-related issues.

ENVIRONMENTAL JOB REQUIREMENTS

• Regularly required to remain stationary and navigate the hotel and parking areas; capable of reaching, handling, and detecting objects and sounds.
• Occasionally required to access low areas and work at heights.
• Occasionally push or pull equipment weighing up to 50 pounds.
• Work in various weather conditions as necessary.
• Occasionally work in humid conditions and near mechanical parts, with potential exposure to fumes, airborne particles, and chemicals.
• Typical noise levels may vary between moderate to loud.
• May occasionally travel to assist at other locations nearby.

MINIMUM QUALIFICATIONS

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

ESA Management, LLC is an Equal Opportunity Employer. We are committed to treating all applicants and associates fairly and without discrimination based on 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.