Guest Services Rep

POSITION PURPOSE AND SUMMARY

Guest Services Representative (GSR) demonstrates and promotes a strong commitment to providing the best possible experience for our guests. The GSR is responsible for assisting guests, 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.

Watch A Day in the Life video for Guest Services Representative

• 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.
• Empowered to resolve guest issues through the Make it Right process; embraces ESA's service culture and treats all guests and associates with respect and kindness.
• Processes reservations, registration, payment, and departures in accordance with company guidelines and procedures.
• Handles collection efforts of all in‑house balances; maintains all cash, credit card and city ledger accounts at the property.
• Sets up, maintains, and takes down breakfast display in a timely manner.
• 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.
• Conducts periodic tours of the property to ensure brand standards are met.
• Assists and provides reasonable accommodation in response to guest requests whenever possible and practical.
• Complies with all company policies and procedures, including key control policy and prompt reporting of safety and security issues.

• Responsible for maintaining 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.
• Performs other tasks as assigned by the management team.

• Weekly pay
• Competitive wages
• Great working environment
• Employee recognition programs
• Medical insurance
• Dental insurance
• Vision insurance
• Health Care and Dependent Care Flexible Spending Accounts
• 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) savings plan
• Paid time off
• Employee assistance program (EAP)
• Employee perks program offering discounts to major companies

Pay range information for the position you are applying for is below. Disclaimer: compensation may vary based on role, level, experience, length of time in a position, and location. Candidates are not guaranteed to be at the high or low end of the compensation ranges presented. The company complies with applicable federal, state, and local minimum wage requirements.

• Understand and communicate in English proficiently to interact with guests, associates and outside vendors.
• Proficient operation of the property management system technology; ability to work through shift reports and perform audit functions as necessary.
• Understand and comply with safety rules, operating and maintenance instructions, and procedure manuals.
• Complete routine reports and correspondence.
• Add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
• Apply good judgment at all times.
• Manage problems, address and solve guest‑related issues.

• 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 and remain stable while doing so.
• Occasionally push and/or…