Guest Experience Specialist (Front Desk)

ESA Management, LLC; Lakeland (FL); On-site; USD 18,000 - 23,000; Full time

Job summary

Extended Stay America in Lakeland, FL seeks a Guest Services Representative to assist guests, handle check-ins/outs, answer phones, and collect payments per company guidelines. The role requires delivering top-notch service and maintaining daily front desk paperwork while ensuring safety and security standards are followed.

You will process reservations, manage balance collections, maintain a clean lobby, and promote ESA values to convert inquiries into reservations.

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

• The Guest Services Representative is responsible for assisting guests, answering phones, checking guests in and out, and collecting payment in accordance with company guidelines and procedures.
• The GSR also is responsible for completing all necessary front office daily paperwork and ensuring that company safety and security procedures, guidelines and standards are followed for all associates and guests.
• 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.
• 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.

Skills

English proficiency

PMS system proficiency

Guest relations

Safety and security procedures

Education

High School Diploma or GED

Job description

Extended Stay America in Lakeland, FL seeks a Guest Services Representative to assist guests, handle check-ins/outs, answer phones, and collect payments per company guidelines. The role requires delivering top-notch service and maintaining daily front desk paperwork while ensuring safety and security standards are followed.

You will process reservations, manage balance collections, maintain a clean lobby, and promote ESA values to convert inquiries into reservations.