Job Description

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, checking guests in and out, and collecting payment in accordance with company guidelines and procedures. The GSR also completes all necessary front?office daily paperwork and ensures that company safety and security procedures, guidelines, and standards are followed 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 and responds to guest requests with diligent follow?through, resolves issues through the Make it Right process, and treats all guests and associates with utmost respect and kindness.
• Processes reservations, registration, payment, and departures in accordance with company guidelines and procedures.
• Handles collection efforts of all in?house balances and maintains all cash, credit?card, and city ledger accounts at the property.
• Sets up, maintains, and takes down breakfast when required by time of day.
• Maintains an organized and clean work area behind the front desk, in the lobby, and in guest common areas 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 provided guidelines, probes for potential sales leads, and sales opportunities.
• Conducts periodic tours of the property to ensure brand standards are met.
• Assists and provides reasonable accommodations in response to guest requests whenever possible and practical.
• Complies with all company policies and procedures, including key?control policy and the prompt reporting of all safety and security issues directly to the manager or appropriate authorities.

OTHER DUTIES

• Maintains overall hotel cleanliness, including assisting with cleaning and upkeep of various areas of the hotel such as the front desk, associate breakroom, guest laundry, fitness room, vending areas, stairwells, and common areas.
• Engages in cross?training in housekeeping and laundry areas to provide assistance as needed.
• Completes other tasks as assigned by the management team.

KNOWLEDGE, SKILLS, ABILITIES & COMPETENCIES

• Understands and communicates in English proficiently to interact with guests, associates, and vendors.
• Operates the property management system technology proficiently, works through all shift reports, and performs the audit function when necessary and assigned.
• Understands and complies with documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Completes routine reports and correspondence.
• Performs basic arithmetic (add, subtract, multiply, and divide) in all units of measure using whole numbers, common fractions, and decimals.
• Applies good judgment at all times.
• Manages problems, addresses, and solves guest?related issues.

ENVIRONMENTAL JOB REQUIREMENTS

• Regularly required to remain stationary; navigate the hotel and parking lot; reach and handle; detect objects and controls; and detect sounds.
• Occasionally required to position self to access low areas and traverse heights while remaining stable.
• Occasionally pushes and/or pulls carts and equipment up to 50 pounds.
• Frequently works outside weather conditions (depending on hotel).
• Occasionally works in wet, humid conditions (non?weather related), near moving mechanical parts, in the presence of fumes or airborne particles, toxic or caustic chemicals, and risk of electrical shock.
• Typically at moderate to loud noise levels.
• Occasionally travels to help at other locations within a reasonable geography.

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.

Equal Opportunity Employer Statement

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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