Guest Experience Specialist (Front Desk & Reservations)

ESA Management, LLC; Harmonville (PA); On-site; USD 17,000 - 24,000; 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

Job summary

ESA Management, LLC is seeking a Guest Services Representative in Pennsylvania to assist guests, handle check-ins/outs, process payments, and maintain front desk operations. The role focuses on delivering excellent service, handling inquiries, and supporting hotel operations in a busy environment.

The GSR will manage daily paperwork, follow safety and security guidelines, and strive to resolve guest issues through ESA's Make it Right program while promoting the ESA brand and ensuring guest

Qualifications

• Understand and communicate in English proficiently to interact with guests, associates and outside vendors.
• Proficient operation of the property management system technology.
• Understand and comply with 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

• Assists guests, answers phones, checks in and out, and collects payment following company guidelines.
• Completes front office daily paperwork and ensures safety and security procedures are followed.
• Resolves guest issues through the Make it Right process with courtesy and respect.
• Processes reservations, registrations, payments, and departures per guidelines.
• Maintains cash, credit card, and city ledger accounts for the property.
• Sets up, maintains, and takedowns breakfast display in a timely manner.
• Keeps front desk, lobby, and guest areas organized and clean per standards.
• Sells ESA value to inquiries and strives to convert them into reservations and occupied rooms.
• Collects guest information, probes for sales leads, identifies opportunities.
• Performs periodic property tours to ensure brand standards.
• Provides reasonable accommodation for guest requests when possible.
• Follows all company policies, including key control and safety reporting.

Skills

English proficiency

PMS operation

Safety compliance

Cash handling

Guest service

Education

High School Diploma or GED

Job description

ESA Management, LLC is seeking a Guest Services Representative in Pennsylvania to assist guests, handle check-ins/outs, process payments, and maintain front desk operations. The role focuses on delivering excellent service, handling inquiries, and supporting hotel operations in a busy environment.

The GSR will manage daily paperwork, follow safety and security guidelines, and strive to resolve guest issues through ESA's Make it Right program while promoting the ESA brand and ensuring guest