Guest Experience Specialist - Front Desk & Reservations

Extended Stay America; Novi (MI); On-site; USD 32,000 - 42,000; 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 discounts

Job summary

Extended Stay America is seeking a Guest Services Representative to assist guests, answer phones, check in/out, and collect payments in a welcoming front-desk environment. You will support breakfast setup, maintain clean common areas, and promote ESA’s service culture while ensuring safety and security procedures are followed.

The role emphasizes communication, accurate transaction handling, and proactive guest engagement to drive reservations and guest satisfaction in a busy hotel setting.

Qualifications

• Understand and communicate in English proficiently to interact with guests, associates and outside vendors.
• Proficient operation of the property management system technology.
• Ability to work through shift reports and perform the audit function when necessary and assigned.
• 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

• Assist guests, answer phones, check guests in and out, and collect payment.
• Maintain an organized and clean front desk area and lobby in line with company standards.
• Support breakfast setup and daily display maintenance.
• Provide excellent guest service and resolve issues using the Make it Right process.
• Follow safety and security procedures and report issues promptly to the manager.

Skills

English proficiency

Customer service

Problem solving

Attention to detail

Education

High School Diploma or GED

Tools

Property Management System (PMS)

Job description

Extended Stay America is seeking a Guest Services Representative to assist guests, answer phones, check in/out, and collect payments in a welcoming front-desk environment. You will support breakfast setup, maintain clean common areas, and promote ESA’s service culture while ensuring safety and security procedures are followed.

The role emphasizes communication, accurate transaction handling, and proactive guest engagement to drive reservations and guest satisfaction in a busy hotel setting.