Job Details

POSITION PURPOSE AND SUMMARY

The Guest Services Representative ("GSR") is dedicated to offering guests an exceptional experience. This role encompasses assisting guests, managing phone inquiries, checking guests in and out, and processing payments in line with company procedures. Additionally, the GSR completes necessary daily front office paperwork and ensures compliance with safety and security protocols for both guests and staff.

MAJOR / KEY JOB DUTIES

• Provide a 100% commitment to ensuring an outstanding guest experience.
• Assist guests and respond to their requests with prompt and effective follow-through.
• Resolve guest issues through the Make it Right process while upholding ESA's service culture, treating everyone with respect and kindness.
• Process reservations, registrations, payments, and departures according to company guidelines.
• Manage all in-house balance collections and maintain accurate cash, credit card, and city ledger accounts.
• Set up, maintain, and dismantle the breakfast display promptly.
• Keep the work area, lobby, and guest common areas organized and clean, following company standards.
• Promote the benefits of ESA to inquiries and convert them into reservations.
• Gather relevant guest information according to guidelines and identify potential sales opportunities.
• Conduct periodic property tours to ensure adherence to brand standards.
• Assist guests with reasonable accommodations based on their requests.
• Comply with all company policies, including key control and promptly reporting any safety and security issues.

OTHER DUTIES

• Maintain overall hotel cleanliness, assisting in cleaning various areas, such as the front desk, breakroom, guest laundry, fitness room, and common areas.
• Engage in cross-training for housekeeping and laundry tasks as needed.
• Perform additional tasks as assigned by management.

BENEFITS

• Weekly Pay!
• Competitive Wages
• A supportive work environment
• Employee Recognition Programs
• Vision Insurance
• 401(k) Savings Plan
• Employee Assistance Program (EAP)
• Employee Perks Program offering discounts at major companies

KNOWLEDGE, SKILLS, ABILITIES & COMPETENCIES

• Proficient in English to effectively interact with guests, associates, and vendors.
• Familiarity with property management system technology and ability to handle shift reports and audits.
• Ability to understand and comply with procedural documents like safety rules and maintenance instructions.
• Capable of completing routine reports and correspondence.
• Adept at basic arithmetic operations with whole numbers, fractions, and decimals.
• Exhibit good judgment in all situations.
• Skilled at managing and resolving guest-related issues.

MINIMUM QUALIFICATIONS

• High School Diploma or General Education Degree (GED); or one to three months of related experience/training; or an equivalent combination of education and experience.

ESA Management, LLC is an Equal Opportunity Employer, committed to treating all applicants and associates with respect regardless of race, color, religion, sex, age, national origin, disability status, or other protected characteristics.