Job Details

POSITION PURPOSE AND SUMMARY

The Guest Services Associate (GSA) plays a vital role in ensuring our guests have an exceptional experience. This position is responsible for assisting guests, processing check-ins and check-outs, managing phone inquiries, and handling payments accordingto company policies. Additionally, the GSA will complete daily front office tasks and adhere to safety and security protocols to maintain a secure environment for both guests and team members.

MAJOR / KEY JOB DUTIES

• Commit to delivering the highest possible guest satisfaction.
• Respond effectively to guest requests and ensure diligent follow-up.
• Utilize the Make it Right process to resolve guest issues promptly.
• Process reservations, check-ins, payments, and check-outs accurately.
• Manage the collection of in-house balances, ensuring proper handling of cash and credit transactions.
• Set up, maintain, and dismantle breakfast displays efficiently.
• Keep the front desk, lobby, and guest areas organized and clean according to company standards.
• Promote the value of our services and strive to convert inquiries into bookings.
• Gather relevant guest information and identify potential sales opportunities.
• Conduct regular tours of the property to ensure compliance with brand standards.
• Assist in providing reasonable accommodations for guest requests whenever feasible.
• Follow all company policies and procedures, including key control and prompt safety reporting.

OTHER DUTIES

• Maintain overall hotel cleanliness by assisting with various areas, including the front desk, associate breakroom, guest laundry, fitness area, and common spaces.
• Engage in cross-training for housekeeping and laundry support as needed.
• Perform other tasks as assigned by management.

BENEFITS

• Weekly Pay!
• Competitive wages
• Positive working environment
• Employee Recognition Programs
• Medical, Dental, and Vision Insurance
• Healthcare and Dependent Care Flexible Spending Accounts
• Employer Paid Basic Life and AD&D Insurance
• Employer Paid Long Term Disability
• Optional Employee Paid 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 discounts at major companies

COMPENSATION

Pay range information for this position is available and may vary based on experience, location, and other factors. The company adheres to all federal, state, and local wage requirements.

KNOWLEDGE, SKILLS, ABILITIES & COMPETENCIES

• Proficient in English to effectively communicate with guests, team members, and vendors.
• Adept at using property management systems and conducting audit functions when necessary.
• Ability to comprehend safety rules, operational instructions, and procedural manuals.
• Competent in completing routine reports and written correspondence.
• Ability to perform basic mathematics for various tasks.
• Sound judgment for problem-solving and managing guest-related issues.

ENVIRONMENTAL JOB REQUIREMENTS

• Often requires remaining stationary and navigating the hotel premises.
• Occasionally requires access to low areas and traversing heights.
• May involve pushing/pulling equipment up to 50 pounds.
• Regularly work outdoors, depending on hotel location.
• Occasionally exposed to wet, humid conditions or moving mechanical parts.
• Typically works in moderate to loud noise environments.
• Occasionally travel to other locations as needed.

MINIMUM QUALIFICATIONS

• High school diploma or GED; or 1-3 months related experience or training; or an equivalent combination of education and experience.

ESA Management, LLC is an Equal Opportunity Employer. We are dedicated to treating all applicants and associates fairly without regard to race, color, religion, sex, age, national origin, disability status, veteran status, or any other characteristic protected by law.