Guest Experience Specialist

Extended Stay America, Inc.; Sterling (VA); On-site; USD 18,000 - 23,000; Full time

Benefits offered by this job

Weekly Pay!

Competitive Wages

Great working environment

Employee Recognition Programs

Vision Insurance

401(k) Savings Plan

Employee Assistance Program (EAP)

Employee Perks Program offering discs"

Job summary

Extended Stay America is seeking a Guest Services Representative to warmly welcome guests, handle check-ins and check-outs, answer phones, and process payments according to company guidelines. You will also complete daily front desk paperwork and ensure safety and security standards across the property.

You will resolve guest questions and issues through ESA's Make it Right program, upsell reservations, manage guest data, and maintain a tidy front desk and lobby area, contributing to a

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, and divide 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.
• Job functions include empowerment to resolve guest issues through the Make it Right process. The GSR must embrace ESA's service culture and treat all guests and associates with the utmost of respect and kindness.
• Must be able to process reservations, registration, payment, and departures in accordance with company guidelines and procedures.
• Handle collection efforts of all in-house balances. The GSR is responsible for maintaining all cash, credit card and city ledger accounts at the property.
• Setup, maintain, and takedown of breakfast display in timely manner.
• Maintaining an organized and clean work area behind the front desk, in the lobby, and in guest common areas in compliance with company standards.
• Selling the value of ESA to all inquiries (via telephone and in person) and striving to convert them into reservations and occupied rooms in compliance with company standards.
• Collecting relevant guest information in accordance with guidelines, probing for potential sales leads, and identifying sales opportunities.
• Periodic tours of the property to ensure the property is meeting brand standards.
• Assists and provides reasonable accommodation in response to guest requests whenever possible and practical
• Compliance with all company policies and procedures, including but not limited to adhering to key control policy, the prompt reporting of all safety and security issues directly to the manager or to the appropriate authorities.

Job description

Extended Stay America is seeking a Guest Services Representative to warmly welcome guests, handle check-ins and check-outs, answer phones, and process payments according to company guidelines. You will also complete daily front desk paperwork and ensure safety and security standards across the property.

You will resolve guest questions and issues through ESA's Make it Right program, upsell reservations, manage guest data, and maintain a tidy front desk and lobby area, contributing to a