Guest Experience Specialist - Front Desk & Reservations

Extended-Stay-Hotel; Madison (WI); On-site; USD 19,000 - 25,000; Full time

Job summary

ESA Management, LLC is seeking a Guest Services Representative to assist guests, answer phones, check in/out, and handle payments. The role emphasizes friendly service, upselling where appropriate, and maintaining daily front desk operations in a hotel setting.

Responsibilities include resolving guest issues through the Make it Right process, collecting guest information, and ensuring safety and security procedures are followed. Breakfast setup and room readiness are part of the role.

Qualifications

• High school diploma or GED or 1–3 months related experience.
• ESA Management, LLC is an Equal Opportunity Employer. It is the policy of ESA Management, LLC to treat applicants and associates without regard to race, color, religion, creed, sex, pregnancy, age, national origin or ancestry, disability status, veteran status, genetic information or any other characteristic protected by law.

Responsibilities

• Assist guests and answer phones, check in/out, and process reservations and payments.
• Resolve guest issues using the Make it Right process with courtesy and respect.
• Maintain front desk paperwork and adherence to safety procedures.
• Promote ESA hotel services and upsell reservations when appropriate.
• Collect guest information and identify sales leads while following guidelines.
• Assist with breakfast setup and upkeep as required by time of day.

Skills

English proficiency

PMS software

Safety compliance

Reporting

Math skills

Problem solving

Customer service

Education

High school diploma or GED

Tools

PMS software

Job description

ESA Management, LLC is seeking a Guest Services Representative to assist guests, answer phones, check in/out, and handle payments. The role emphasizes friendly service, upselling where appropriate, and maintaining daily front desk operations in a hotel setting.

Responsibilities include resolving guest issues through the Make it Right process, collecting guest information, and ensuring safety and security procedures are followed. Breakfast setup and room readiness are part of the role.