Front Desk/Guest Service Representative

Extended Stay America, Inc.; Eden Prairie (MN); On-site; USD 30,000 - 40,000; Full time

Job summary

Join a forward-thinking hospitality company as a Guest Services Representative, where your commitment to guest satisfaction will shine. In this dynamic role, you will assist guests with their needs, ensuring a smooth check-in and check-out process, while also maintaining a welcoming environment. Your ability to handle inquiries and resolve issues will be key in creating memorable experiences for our guests. This position offers a unique opportunity to be part of a team that values service excellence and fosters a positive atmosphere. If you're passionate about hospitality and eager to make a difference, this role is for you.

Qualifications

• High school diploma or GED required, with 1-3 months related experience.
• Proficient in English with strong communication skills.

Responsibilities

• Assist guests with check-in, check-out, and payment processing.
• Maintain cleanliness and organization at the front desk and lobby areas.

Skills

Communication Skills

Problem-Solving Skills

Mathematical Skills

Customer Service Skills

Education

High School Diploma or GED

Tools

Property Management System Technology

Job description

3 days ago Be among the first 25 applicants

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 role involves assisting guests at all times, answering phones, checking guests in and out, and collecting payments according to company guidelines. The GSR is also responsible for completing daily front office paperwork and ensuring safety and security procedures are followed for all associates and guests.

Major / Key Job Duties

1. Demonstrates and promotes a 100% commitment to providing the best possible experience for our guests.
2. Assists and responds to guest requests with diligent follow-through, empowered to resolve issues via the Make it Right process, embracing ESA's service culture with respect and kindness.
3. Processes reservations, registrations, payments, and check-outs in accordance with company protocols.
4. Handles collection efforts for all in-house balances, maintaining cash, credit card, and ledger accounts.
5. Sets up, maintains, and takedown of breakfast when required.
6. Maintains an organized and clean work environment at the front desk, lobby, and guest areas, in line with company standards.
7. Sells ESA's value to inquiries (phone and in person), converting them into reservations and occupied rooms per standards.
8. Collects guest information, probes for sales leads, and identifies sales opportunities.
9. Conducts periodic property tours to ensure standards are met.
10. Provides accommodations in response to guest requests when possible.
11. Complies with all policies, including key control and safety/security reporting.

Other Duties

1. Maintains hotel cleanliness, assisting with cleaning and upkeep of various areas.
2. Engages in cross-training in housekeeping and laundry to provide assistance.
3. Performs other tasks as assigned.

Knowledge, Skills, Abilities & Competencies

1. Proficient in English, with good communication skills.
2. Proficient in property management system technology, capable of handling shift reports and audits.
3. Familiar with safety, operating, and maintenance documents.
4. Able to complete routine reports and correspondence.
5. Mathematically capable of handling measurements and calculations.
6. Uses good judgment and problem-solving skills to address guest issues.

Environmental Job Requirements

1. Requires stationarity, navigating hotel and parking lot, reaching, handling, and detecting objects and sounds.
2. Occasionally positions self for low access and heights, pushes/pulls carts up to 50 pounds.
3. Works outdoors and in humid or chemical environments, with potential exposure to moving mechanical parts and electrical hazards.
4. May travel between locations as needed.

Minimum Qualifications

High school diploma or GED, or 1-3 months related experience/training, or equivalent.

ESA Management, LLC is an Equal Opportunity Employer, committed to non-discrimination based on protected characteristics.