Guest Experience Associate

Extended Stay America, Inc.; Fairfax (VA); On-site; USD 18,000 - 26,000; Full time

Benefits offered by this job

Weekly Pay

Competitive wages

Great environment

Employee Recognition

Vision Insurance

401(k) Savings Plan

EAP

Employee Perks Program

Job summary

Extended Stay America, Inc. is seeking a Guest Services Representative to welcome guests, answer phones, check in/out, and collect payments. The role emphasizes courtesy, accuracy, and adherence to safety and company standards across front desk operations and breakfast setup.

The ideal candidate will handle reservations, maintain daily paperwork, and contribute to a positive guest experience while following Make it Right protocols and ESA service values.

Qualifications

• Understand and communicate in English proficiently to interact with guests, associates and outside vendors.
• Proficient operation of the property management system technology. Requires the ability to work through all shift reports and perform the audit function when necessary and assigned.
• Understand and comply with documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Complete routine reports and correspondence.
• Add, subtract, multiply 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.

Responsibilities

• 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.
• Resolve guest issues through the Make it Right process while embracing ESA's service culture.
• Process reservations, registration, payment, and departures per guidelines.
• Handle collection efforts of in-house balances and maintain cash, credit card and city ledger accounts.
• Set up, maintain, and takedown of breakfast display in timely manner.
• Maintain an organized and clean work area behind the front desk and in common areas.
• Sell ESA value and convert inquiries into reservations and occupied rooms.
• Collect guest information, probe for sales leads, and identify opportunities.
• Periodic tours to ensure the property meets brand standards.
• Assist and provide reasonable accommodation for guest requests when possible.
• Comply with all policies including key control and safety reporting.

Skills

English proficiency

PMS proficiency

Safety compliance

Report writing

Basic arithmetic

Good judgment

Guest issue resolution

Education

High School Diploma or GED

Job description

Extended Stay America, Inc. is seeking a Guest Services Representative to welcome guests, answer phones, check in/out, and collect payments. The role emphasizes courtesy, accuracy, and adherence to safety and company standards across front desk operations and breakfast setup.

The ideal candidate will handle reservations, maintain daily paperwork, and contribute to a positive guest experience while following Make it Right protocols and ESA service values.