Guest Services Rep Full

1 month ago

Des Plaines, United States Extended Stay America Full time

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 position is responsible for assisting guests at all times, answering phones, and checking in and checking guests out in accordance with company guidelines and procedures. The GSR also is responsible for completing all necessary front office daily paperwork and ensuring that safety and security procedures are in place in accordance with company guidelines and standards for all associates and guests. MAJOR / KEY JOB DUTIES Demonstrates and promotes a 100% commitment to providing the best possible experience for our guests. Assists guests at all times; responds to guest requests with diligent follow through. Job functions include empowerment to resolve guest issues through the Make it Right process. The GSR must embrace ESA's service culture and treat all guest and associates with the utmost of respect and kindness. Must be able to process reservations, registration, payment, and departures in accordance with company guidelines and procedures. Handles collection efforts of all in-house balances. Responsible for accounting all cash, check, credit card, and city ledger accounts through the property. Handles setup, maintenance, and takedown of the breakfast when required by time of day; and maintains an organized and clean work area behind the front desk, in the lobby, and guest commons 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 in compliance with company standards. Collects relevant guest information in accordance with guidelines, probes for potential sales leads, and identifies opportunities. Conducts periodic tours of the property to ensure it meets brand standards. Assists and provides reasonable accommodations in response to guest requests whenever possible and practical. Complies with all company policies and procedures, including but not limited to the prompt reporting of all safety and security issues directly to the manager or to the appropriate authorities. OTHER DUTIES Responsible for maintaining overall hotel cleanliness, including assisting with cleaning any areas of the hotel as assigned by the manager when needed, including but not limited to front desk, associate breakroom, guest laundry, fitness room, vending areas, stairwells, and common areas. Undergoes cross-training into the housekeeping and laundry areas so that assistance can be provided as needed. Performs other duties as requested by the management team. MINIMUM QUALIFICATIONS 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.

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