Front Desk Guest Experience Specialist

ESA Management, LLC; Woburn (MA); On-site; USD 21,000 - 30,000; Full time

Benefits offered by this job

Weekly Pay

Competitive Wages

Vision Insurance

401(k) Savings Plan

EAP

Employee Perks Program

Job summary

ESA Management, LLC is seeking a Guest Services Representative to assist guests, answer phones, check guests in and out, and process payments according to company guidelines. The role emphasizes safety, service culture, and accurate daily front office paperwork.

The GSR will promote ESA's standards, handle reservations, manage payments, and maintain clean front desk and lobby areas while looking for sales opportunities and ensuring brand adherence across the property in Massachusetts.

Responsibilities

• Demonstrates commitment to providing the best possible guest experience.
• Assists and responds to guest requests with diligent follow‑through.
• Resolves guest issues through the Make it Right process with respect and kindness.
• Processes reservations, registration, payment, and departures per guidelines.
• Handles collection efforts for in‑house balances and maintains cash/credit/ledger accounts.
• Sets up, maintains, and takedowns breakfast display in a timely manner.
• Maintains an organized, clean front desk, lobby, and guest areas per standards.
• Sells ESA value to inquiries and converts them into reservations and occupied rooms.
• Collects guest information, probes for sales leads, and identifies opportunities.
• Conducts periodic tours to ensure the property meets brand standards.
• Provides reasonable accommodation to guest requests when possible.
• Complies with policies including key control and reporting safety issues.

Job description

ESA Management, LLC is seeking a Guest Services Representative to assist guests, answer phones, check guests in and out, and process payments according to company guidelines. The role emphasizes safety, service culture, and accurate daily front office paperwork.

The GSR will promote ESA's standards, handle reservations, manage payments, and maintain clean front desk and lobby areas while looking for sales opportunities and ensuring brand adherence across the property in Massachusetts.