Job Details

POSITION SUMMARY
The Guest Services Associate (GSA) plays a vital role in ensuring an exceptional experience for our guests. This position involves assisting guests with their needs, handling phone inquiries, managing check-ins and check-outs, and processing payments in alignment withour company protocols. The GSA will also be responsible for completing essential front office paperwork and adhering to all safety and security guidelines for both guests and staff.

KEY RESPONSIBILITIES

• Deliver a 100% commitment to providing superior guest experiences.
• Address and respond to guest requests with prompt and effective solutions, utilizing the Make it Right process.
• Process reservations, facilitate check-ins and check-outs, and handle payments per company standards.
• Manage the collection of in-house balances and ensure accuracy in cash and credit transactions.
• Setup, maintain, and dismantle breakfast service according to time schedules.
• Maintain a tidy and organized workspace, including the front desk, lobby, and common guest areas, meeting cleanliness standards.
• Promote the value of our services to inquiries via phone and in-person, converting leads into occupied reservations.
• Gather important guest information to identify potential sales opportunities.
• Conduct periodic tours of the property to ensure compliance with brand standards.
• Assist guests with reasonable accommodation requests to enhance their stay.
• Adhere to all company policies, including safety protocols, and directly report any issues to management.

ADDITIONAL DUTIES

• Assist in maintaining overall hotel cleanliness, including cleaning common areas and facilities as necessary.
• Engage in cross-training opportunities in housekeeping and laundry operations.
• Complete additional tasks as assigned by management.

QUALIFICATIONS

• Proficient in English to effectively communicate with guests, staff, and vendors.
• Adept in using property management systems and capable of executing audit functions when required.
• Ability to follow safety rules and operational guidelines accurately.
• Experience in completing routine reports and correspondence.
• Basic math skills including addition, subtraction, multiplication, and division with whole numbers and decimals.
• Exhibit strong judgment and problem-solving skills regarding guest concerns.

ENVIRONMENTAL REQUIREMENTS

• Ability to remain stationary and navigate throughout the hotel, handling various objects and controls.
• Occasional need to reach low areas and work at heights safely.
• Ability to push or pull equipment weighing up to 50 pounds.
• Willingness to work outdoors, depending on hotel location.
• Occasional exposure to wet or humid conditions, as well as working near mechanical parts and chemicals.
• Ability to work in moderately loud environments.
• Sometimes required to travel to assist at other nearby properties.

MINIMUM REQUIREMENTS
High school diploma or GED; one to three months of related experience and/or training; or a combination of education and experience is acceptable.

ESA Management, LLC is an Equal Opportunity Employer. We warmly welcome applications from all individuals regardless of race, color, religion, gender, age, national origin, disability, veteran status, or any other characteristic protected by applicable laws.