Guest Services Rep Full Time-104010

Extended Stay America; San Jose (CA); On-site; USD 42,000 - 56,000; Full time

Benefits offered by this job

Weekly Pay

Competitive Wages

Medical Insurance

Vision Insurance

Paid Time Off

401(k)

Long Term Disability

Life Insurance

Employee Perks Program discounts

Job summary

Extended Stay America is seeking a Guest Services Representative to assist guests, manage check-ins/outs, and handle payments while upholding safety standards. The role emphasizes delivering a high-quality guest experience and promoting ESA service culture across all guest interactions.

You will process reservations, manage cash and city ledger accounts, and contribute to breakfast operations and property cleanliness. A strong focus on responsiveness and cross-selling is expected.

Qualifications

• Must communicate effectively in English with guests and staff.
• Proficient in using the property management system (PMS).
• Able to handle cash, payments and basic accounting tasks.
• Strong attention to safety and compliance.

Responsibilities

• Assist guests, answer phones, check guests in/out, and collect payments per guidelines.
• Complete front desk paperwork and ensure safety procedures are followed.
• Provide exceptional guest service and resolve issues through Make it Right.
• Process reservations, registrations, payments and departures per procedures.
• Maintain cash, card and city ledger accounts for the property.
• Assist with breakfast setup and maintain a clean lobby and front desk area.
• Sell ESA value to inquiries and convert to reservations when possible.
• Gather guest information while probing for sales leads and opportunities.
• Periodically tour the property to ensure brand standards are met.

Skills

English proficiency

PMS software

Customer service

Cash handling

Accurate documentation

Safety compliance

Problem solving

Education

High School Diploma

Tools

Property Management System (PMS)

Job description

medical insurance, dental insurance, life insurance, vision insurance, paid time off, long term disability, 401(k)

The Guest Services Representative ("GSR") position must demonstrate and promote a strong commitment to providing the best possible experience for our guests. This position is responsible for assisting guests, answering phones, checking guests in and out, and collecting payment in accordance with company guidelines and procedures. The GSR also is responsible for completing all necessary front office daily paperwork and ensuring that company safety and security procedures, guidelines and standards are followed for all associates and guests.

Watch A Day in the Life video for Guest Services Representative https://vimeo.com/1071879676/bfee2e9e44?share=copy

MAJOR / KEY JOB DUTIES

• 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.
• Job functions include empowerment to resolve guest issues through the Make it Right process. The GSR must embrace ESA's service culture and treat all guests and associates with the utmost of respect and kindness.
• Must be able to process reservations, registration, payment, and departures in accordance with company guidelines and procedures.
• Handle collection efforts of all in-house balances. The GSR is responsible for maintaining all cash, credit card and city ledger accounts at the property.
• Setup, maintain, and takedown of breakfast display in timely manner.
• Maintaining an organized and clean work area behind the front desk, in the lobby, and in guest common areas in compliance with company standards.
• Selling the value of ESA to all inquiries (via telephone and in person) and striving to convert them into reservations and occupied rooms in compliance with company standards.
• Collecting relevant guest information in accordance with guidelines, probing for potential sales leads, and identifying sales opportunities.
• Periodic tours of the property to ensure the property is meeting brand standards.
• Assists and provides reasonable accommodation in response to guest requests whenever possible and practical
• Compliance with all company policies and procedures, including but not limited to adhering to key control policy, the prompt reporting of all safety and security issues directly to the manager or to the appropriate authorities.

OTHER DUTIES

• Responsible for maintaining overall hotel cleanliness, including assisting with cleaning and upkeep of various areas of the hotel, including but not limited to the front desk, associate breakroom, guest laundry, fitness room, vending areas, stairwells and common areas.
• Engage in cross training in housekeeping and laundry areas to provide assistance as needed.
• Other tasks as assigned by the management team.

BENEFITS

• Weekly Pay!
• Competitive Wages
• Great working environment
• Employee Recognition Programs
• Medical Insurance
• Vision Insurance
• Health Care and Dependent Care Flexible Spending Accounts
• Employer Paid Basic Life and AD&D Insurance
• Employer Paid Long Term Disability
• Optional Employee Paid - Voluntary Benefits
  • Short-Term Disability
  • Buy-Up Long-Term Disability
  • Supplemental Life Insurance
  • Dependent Life Insurance
• 401(k) Savings Plan
• Paid Time Off
• Employee Assistance Program (EAP)
• Employee Perks Program offering dicsounts to major companies

Compensation

Pay range information for the position you are applying for is below.
Disclaimer: Compensation may vary based on role, level, experience, length of time in a position, and location. Candidates are not guaranteed to be at the high or low end of the compensation ranges presented. The Company complies with applicable federal, state, and local minimum wage requirements.

KNOWLEDGE, SKILLS, ABILITIES & COMPETENCIES

• 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.

ENVIRONMENTAL JOB REQUIREMENTS

• Regularly required to remain stationary; navigate the hotel and parking lot; reach and handle; detect objects and controls; and detect sounds.
• Occasionally required to position self to access low areas and traverse heights and remain stable while doing so.
• Occasionally push and/or pull carts and equipment up to 50 pounds.
• While performing the duties of this job, the associate frequently works in outside weather conditions (depending on hotel).
• Occasionally work in wet humid conditions (non-weather related), near moving mechanical parts, in the presence of fumes or airborne particles and toxic or caustic chemicals and risk of electrical shock.
• Typically, be at moderate to loud noise levels.
• Occasionally travel to help at other locations within a reasonable geography.

MINIMUM QUALIFICATIONS

• High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience.

ESA Management, LLC is an Equal Opportunity Employer. It is the policy of ESA Management, LLC to treat applicants and associates in all aspects of the employment relationship without regard to race, color, religion, creed, sex, pregnancy, age (as defined under applicable law), national origin or ancestry, disability status, veteran status, genetic information or any other characteristic protected by federal, state or local laws.