Guest Experience Specialist - Front Desk & Reservations

ESA Management, LLC; Pensacola (FL); On-site; USD 20,000 - 21,000; 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 hiring a Guest Services Representative in Pensacola to greet guests, answer phones, check guests in and out, and collect payments per company guidelines. The role includes front desk duties, breakfast setup, and ensuring safety standards across areas of the property.

You will assist guests, resolve issues via Make it Right, and strive to convert inquiries into reservations while maintaining a clean, organized work area and providing excellent service to each guest.

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

• 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.
• Empowers to resolve guest issues through the Make it Right process and maintain ESA's service culture.
• Process reservations, registration, payment, and departures in line with guidelines.
• Handle collection efforts of all in-house balances and maintain cash, credit card and city ledger accounts.
• Set up, maintain and take down breakfast display.
• Maintain organized and clean work areas at the front desk, lobby and guest areas.
• Sell ESA value and convert inquiries into reservations and occupied rooms.
• Collect guest information and probe for sales leads.

Skills

English proficiency

PMS operation

Safety/regulatory compliance

Reporting/writing

Basic arithmetic

Judgment and problem solving

Guest service coordination

Education

High School Diploma or GED

Tools

Property management system

Job description

ESA Management, LLC is hiring a Guest Services Representative in Pensacola to greet guests, answer phones, check guests in and out, and collect payments per company guidelines. The role includes front desk duties, breakfast setup, and ensuring safety standards across areas of the property.

You will assist guests, resolve issues via Make it Right, and strive to convert inquiries into reservations while maintaining a clean, organized work area and providing excellent service to each guest.