Job Details

POSITION PURPOSE AND SUMMARY

The Guest Services Associate (GSA) is dedicated to ensuring a memorable and enjoyable experience for every guest. This role involves assisting guests, managing phone inquiries, checking guests in and out, and processing payments according to company policies. The GSA is also responsible for completing essential front office paperwork and maintaining compliance with safety and security standards for both guests and staff.

MAJOR / KEY JOB DUTIES

• Fully commit to delivering an exceptional guest experience.
• Address and respond to guest requests promptly and effectively.
• Empowered to solve guest concerns through the Make it Right process while upholding ESA's service culture.
• Manage reservations, check-ins, payments, and check-outs in alignment with company procedures.
• Responsible for the collection of all in-house balances while maintaining records of cash, credit card, and city ledger transactions.
• Prepare and maintain the breakfast display in a timely manner.
• Keep the front desk, lobby, and guest common areas organized and compliant with cleanliness standards.
• Promote the value of ESA to inquiries and aim to convert them into reservations.
• Collect guest information according to guidelines and identify potential sales opportunities.
• Conduct periodic property tours to ensure brand standards are upheld.
• Provide reasonable accommodations to guest requests whenever feasible.
• Adhere to all company policies and procedures, including key control and safety issue reporting.

OTHER DUTIES

• Assist with maintaining overall hotel cleanliness, including front desk, associate breakroom, laundry, fitness room, vending areas, and common areas.
• Engage in cross-training for housekeeping and laundry as needed.
• Perform additional tasks as assigned by management.

BENEFITS

• Weekly Pay!
• Competitive Wages
• Positive Work Environment
• Employee Recognition Programs
• Vision Insurance
• 401(k) Savings Plan
• Employee Assistance Program (EAP)
• Employee Perks Program with discounts to major companies

COMPENSATION

Compensation for this position is based on role, experience, and location. Candidates may not necessarily receive pay at the high or low end of the compensation range.

KNOWLEDGE, SKILLS, ABILITIES & COMPETENCIES

• Fluency in English to effectively communicate with guests, associates, and vendors.
• Proficient in property management system technology and ability to perform audits as needed.
• Comprehension of safety rules, operational instructions, and procedure manuals.
• Capable of completing routine reports and correspondence.
• Mathematical skills for basic calculations.
• Ability to exercise good judgment consistently.
• Skillful in managing and resolving guest-related issues.

MINIMUM QUALIFICATIONS

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

ESA Management, LLC is an Equal Opportunity Employer. It is the policy of ESA Management, LLC to treat all applicants and associates equally without regard to race, color, religion, gender, age, national origin, disability status, veteran status, or any other protected characteristic.