Guest Service Rep 9A-3P
EXTENDED STAY AMERICA - Appleton, WI
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JOB REQUIREMENTS: The Guest Services Representative 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. Demonstrates and promotes a 100% commitment to providing the best possible experience for our guests. Management system. 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 guests 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. Job functions to include handling collection efforts of all in-house balances. The GSR is responsible for accounting all cash, check, credit card and city ledger accounts through the property Job functions include setup, maintenance and takedown of breakfast when required by time of day; and maintaining an organized and clean work area behind the front desk, in the lobby and guest commons in compliance with company standards. Job functions include selling the value of ESA to all inquiries (via telephone and in person) and striving to convert them into reservations and occupied rooms in compliance with company standards. Job functions include collecting relevant guest information in accordance with guidelines, probing for potential sales leads, and identifying opportunities. Periodic tours of the property to ensure the property is meeting brand standards. Assists and provides reasonable accommodations in response to guest requests whenever possible and practical Compliance 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. 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. Cross training into the housekeeping and laundry areas so that assistance can be provided as needed. Other duties as requested by the management team. Greet, register, and assign rooms to guests of hotels or motels. Contact housekeeping or maintenance staff when guests report problems. Issue room keys and escort instructions to bellhops. Make and confirm reservations. Verify customers' credit, and establish how the customer will pay for the accommodation. Keep records of room availability and guests' accounts, manually or using computers. Post charges, such as those for rooms, food, liquor, or telephone calls, to ledgers, manually or by using computers. Review accounts and charges with guests during the check out process. Record guest comments or complaints, referring customers to managers as necessary. Compute bills, collect payments, and make change for guests. Advise housekeeping staff when rooms have been vacated and are ready for cleaning. Answer inquiries pertaining to hotel services, guest registration, and travel directions, or make recommendations regarding shopping, dining, or entertainment. Perform bookkeeping activities, such as balancing accounts and conducting nightly audits. Clean and maintain lobby and common areas, such as restocking supplies and watering plants. Date-stamp, sort, and rack incoming mail and messages. OTHER EXPERIENCE AND QUALIFICATIONS: Ability to understand and communicate in English proficiently to interact with guests, associates and outside vendors. Must be able to operate the property management system technology. Requires the ability to work through all shift reports and perform the audit function when necessary and assigned. Ability to understand and follow documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to complete routine reports and correspondence. Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals Ability to always apply good judgment Ability to deal with problems, address and solve guest-related issues. While performing the duties of this job, the associate is 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 lift and/or move up to 25 pounds. Occasionally push and/or pull carts and equipment up to 50 pounds. While performing the duties of this job, the associate frequently works in outside weather conditions (depending on hotel). APPLICATION INSTRUCTIONS: Apply Online:
Created: 2024-09-23