Guest Experience Specialist (Front Desk & Reservations)

Extended Stay America, Inc.; Alexandria (VA); On-site; USD 17,000 - 22,000; 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 vendor

Job summary

Extended Stay America, Inc. is seeking a Guest Services Representative to welcome guests, answer calls, check guests in/out, and process payments in line with company guidelines. You will handle front desk paperwork and uphold safety standards across the lobby and common areas.

The role emphasizes guest satisfaction, resolving issues through ESA processes, and promoting reservations while maintaining breakfast setup and a clean, organized workspace.

Qualifications

• English proficiency to interact with guests, associates and vendors.
• Proficient operation of the property management system technology.
• Understand and comply with safety rules and operating procedures.
• Complete routine reports and correspondence.
• Basic math in all units of measure.
• Apply good judgment at all times.

Responsibilities

• Assist guests, answer phones, check guests in and out, and collect payment.
• Complete front office daily paperwork and follow safety procedures.
• Resolve guest issues through Make it Right and uphold ESA service standards.
• Process reservations, registrations, payments, and departures per guidelines.
• Maintain cash, credit card and city ledger accounts at the property.
• Set up and maintain breakfast display in a timely manner.
• Keep lobby and front desk areas organized and clean per standards.
• Promote ESA value and convert inquiries into reservations.
• Collect guest information per guidelines and identify sales opportunities.
• Conduct periodic property tours to ensure brand standards.

Skills

English proficiency

PMS proficiency

Safety procedures

Reporting

Math skills

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 calls, check guests in/out, and process payments in line with company guidelines. You will handle front desk paperwork and uphold safety standards across the lobby and common areas.

The role emphasizes guest satisfaction, resolving issues through ESA processes, and promoting reservations while maintaining breakfast setup and a clean, organized workspace.