Guest Services Associate

1 week ago

Melbourne, FL, United States Extended Stay America Full time

POSITION PURPOSE AND SUMMARY

The Guest Services Associate ("GSA") plays a crucial role in enhancing the guest experience by providing exceptional service. This position involves assisting guests, managing phone inquiries, checking guests in and out, and processing payments according to company guidelines. The GSA is also tasked with completing front office paperwork and ensuring compliance with safety and security protocols for the protection of both guests and staff.

The GSA is empowered to resolve guest concerns through the "Make it Right" process, promoting a respectful and positive environment for all.

MAJOR / KEY JOB DUTIES

  • Provide a 100% commitment to delivering excellent guest experiences.
  • Respond promptly to guest requests, ensuring thorough follow-up.
  • Process reservations, registrations, payments, and departures in accordance with company protocols.
  • Manage collection efforts for in-house accounts and maintain accurate cash and credit records.
  • Set up, maintain, and dismantle breakfast displays in an efficient manner.
  • Maintain a clean and organized workspace at the front desk and throughout guest common areas.
  • Effectively communicate the value of our services to potential guests, converting inquiries into reservations.
  • Collect and document guest information to identify sales opportunities.
  • Conduct periodic property tours to ensure compliance with brand standards.
  • Assist with special requests from guests whenever possible.
  • Adhere to all company policies, including safety and key control measures, and report any issues immediately.

OTHER DUTIES

  • Help maintain hotel cleanliness, including various public and employee areas.
  • Participate in cross-training for housekeeping and laundry tasks as needed.
  • Complete additional tasks as assigned by the management team.

BENEFITS

  • Weekly Pay
  • Competitive Wages
  • Supportive Work Environment
  • Employee Recognition Programs
  • Medical, Dental, and Vision Insurance
  • Flexible Spending Accounts for Healthcare and Dependent Care
  • Company-Paid Life and Disability Insurance
  • 401(k) Retirement Savings Plan
  • Paid Time Off
  • Employee Assistance Program (EAP)
  • Employee Perks Program with discounts to major companies

KNOWLEDGE, SKILLS, ABILITIES & COMPETENCIES

  • Fluency in English to effectively communicate with guests and staff.
  • Proficient use of property management systems and ability to perform audits when required.
  • Understanding of safety regulations and operational procedures.
  • Ability to complete routine reports accurately.
  • Strong mathematical skills for basic calculations.
  • Good judgment in managing guest-related issues.

ENVIRONMENTAL JOB REQUIREMENTS

  • Required to stay in a stationary position, navigate the hotel, and detect sounds and objects.
  • Occasionally needs to access low areas and traverse heights.
  • Occasional lifting or pushing of carts and equipment up to 50 pounds.
  • Work may be performed in various weather conditions.
  • Occasional exposure to wet and humid conditions, moving parts, or toxic substances.

MINIMUM QUALIFICATIONS

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

ESA Management, LLC is an Equal Opportunity Employer. We strive to provide fair and equal treatment to all applicants and employees. For more information, please refer to our company policies concerning equal employment opportunities.

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