Hospitality Services Representative

1 week ago

Scottsdale, Arizona, United States Extended Stay America Full time
POSITION OBJECTIVE

The role of the Guest Services Representative ("GSR") is to exemplify and foster a strong dedication to delivering the highest quality experience for our patrons. This position is accountable for assisting guests consistently, managing phone inquiries, and facilitating the check-in and check-out processes in alignment with company protocols and procedures. The GSR is also tasked with completing all requisite front office documentation and ensuring adherence to safety and security measures as per company standards for all staff and guests.

Watch A Day in the Life video for Guest Services Representative.

PRIMARY RESPONSIBILITIES

  • Exhibits and promotes a 100% commitment to ensuring an exceptional experience for our guests.
  • Utilizes the management system to assist guests at all times; addresses guest requests with thorough follow-up. Responsibilities include the authority to resolve guest concerns through the Make it Right process. The GSR must embody the service culture and treat all guests and team members with utmost respect and kindness.
  • Capable of processing reservations, registrations, payments, and departures in accordance with company protocols.
  • Responsible for managing collection efforts for all in-house balances. The GSR must accurately account for all cash, checks, credit card transactions, and city ledger accounts.
  • Involves setup, maintenance, and breakdown of breakfast services as required; ensures a tidy and organized workspace behind the front desk, in the lobby, and guest common areas in compliance with company standards.
  • Engages in promoting the value of ESA to all inquiries (via phone and in person) and strives to convert them into reservations and occupied rooms.
  • Collects pertinent guest information in accordance with guidelines, probing for potential sales leads and identifying opportunities.
  • Conducts periodic tours of the property to ensure compliance with brand standards.
  • Provides reasonable accommodations in response to guest requests whenever feasible.
  • Adheres to all company policies and procedures, including the prompt reporting of all safety and security concerns directly to management or appropriate authorities.

ADDITIONAL RESPONSIBILITIES

  • Maintains overall cleanliness of the hotel, including assisting with cleaning tasks in assigned areas as needed, such as the front desk, employee breakroom, guest laundry, fitness center, vending areas, stairwells, and common spaces.
  • Participates in cross-training for housekeeping and laundry to provide assistance as required.
  • Performs other duties as assigned by the management team.
EMPLOYEE BENEFITS
  • Weekly Compensation
  • Competitive Salary
  • Positive Work Environment
  • Employee Recognition Initiatives
  • Medical Coverage
  • Dental Coverage
  • Vision Coverage
  • Flexible Spending Accounts for Healthcare and Dependent Care
  • 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) Retirement Plan
  • Paid Time Off
  • Employee Assistance Program (EAP)
  • Employee Perks Program offering discounts to major companies
COMPENSATION

Compensation details for the position are provided below. Please note that compensation may vary based on role, level, experience, and location. The Company adheres to all applicable federal, state, and local minimum wage laws.

KNOWLEDGE, SKILLS, ABILITIES & COMPETENCIES
  • Proficient in understanding and communicating in English to interact effectively with guests, team members, and external vendors.
  • Able to operate property management system technology, including processing shift reports and performing audit functions as necessary.
  • Capable of understanding and following safety rules, operating instructions, and procedural manuals.
  • Able to complete routine reports and correspondence.
  • Proficient in basic arithmetic operations using whole numbers, fractions, and decimals.
  • Exhibits sound judgment consistently.
  • Able to address and resolve guest-related issues effectively.

ENVIRONMENTAL JOB REQUIREMENTS

  • While performing job duties, the associate is regularly required to remain stationary, navigate the hotel and parking areas, reach and handle objects, and detect sounds.
  • Occasionally required to position oneself to access low areas and navigate heights safely.
  • Occasionally lift and/or move items weighing up to 25 pounds.
  • Occasionally push and/or pull carts and equipment weighing up to 50 pounds.
  • Frequently works in outdoor weather conditions (depending on hotel location).
  • Occasionally works in humid conditions, near moving mechanical parts, and in the presence of fumes or airborne particles.
  • The work environment typically involves moderate to loud noise levels.
  • May be required to travel to assist at additional locations within a reasonable distance.

MINIMUM QUALIFICATIONS

  • High School Diploma or General Education Degree (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. 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, 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.

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