Guest Experience & Front Desk Specialist

Extended Stay America; Lombard (IL); On-site; USD 17,000 - 22,000; Full time

Job summary

Extended Stay America is seeking a Guest Services Representative to assist guests, handle reservations, processing payments, and maintain the front desk and lobby areas. You will answer phones, resolve guest requests through Make it Right, and ensure safety and adherence to policies across all operations.

The role requires delivering excellent customer service, promoting ESA value to guests, and supporting breakfast operations and housekeeping cross-training as needed.

Qualifications

• High school diploma or GED; or 1–3 months related experience and/or training; or equivalent combination of education and experience.

Responsibilities

• GSR 1) Handle guest check-in and check-out with accuracy and courtesy.
• 2) Answer phones, assist guests, and respond to requests with timely follow-up (Make it Right when needed).
• 3) Process reservations, payments, and departures per company guidelines.
• 4) Manage cash, credit card, and city ledger accounts for in-house balances.
• 5) Maintain breakfast setup and break area; keep front desk and lobby clean.
• 6) Promote ESA and convert inquiries into reservations in line with standards.
• 7) Collect guest information, identify sales leads, and note opportunities.
• 8) Conduct property tours to ensure brand standards.

Skills

English proficiency

PMS software

Safety compliance

Problem solving

Customer service

Education

High school diploma or GED

Tools

Property Management System (PMS)

Job description

Extended Stay America is seeking a Guest Services Representative to assist guests, handle reservations, processing payments, and maintain the front desk and lobby areas. You will answer phones, resolve guest requests through Make it Right, and ensure safety and adherence to policies across all operations.

The role requires delivering excellent customer service, promoting ESA value to guests, and supporting breakfast operations and housekeeping cross-training as needed.