Guest Experience Specialist

ESA Management, LLC; Bellevue (WA); Hybrid; USD 25,000 - 33,000; Full time

Benefits offered by this job

Weekly Pay

Medical Insurance

Vision Insurance

401(k) Savings Plan

Paid Time Off

EAP

Employee Perks Program

Job summary

Extended Stay America is looking for a Guest Services Representative to assist guests, answer phones, check guests in and out, and collect payments in line with company guidelines and procedures. You will also complete daily front office paperwork and ensure safety and security procedures are followed for both associates and guests.

Responsibilities include processing reservations, managing cash and city ledger accounts, maintaining breakfast displays, and keeping lobby and public areas tidy to

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.
• Empowerment to resolve guest issues through the Make it Right process; maintain ESA service culture.
• Process reservations, registration, payment, and departures per guidelines.
• Handle collection efforts of in-house balances; maintain cash, credit card and city ledger accounts.
• Setup, maintain, and takedown of breakfast display in a timely manner.
• Keep front desk, lobby, and common areas clean and organized.
• 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 brand standards.
• Provide reasonable accommodation for guest requests when possible.
• Adhere to safety and security policies and reporting procedures.

Skills

English proficiency

PMS operation

Safety & procedures

Financial accuracy

Guest relations

Education

High school diploma or GED

Tools

Property Management System (PMS)

Job description

Extended Stay America is looking for a Guest Services Representative to assist guests, answer phones, check guests in and out, and collect payments in line with company guidelines and procedures. You will also complete daily front office paperwork and ensure safety and security procedures are followed for both associates and guests.

Responsibilities include processing reservations, managing cash and city ledger accounts, maintaining breakfast displays, and keeping lobby and public areas tidy to