Guest Services Associate

POSITION PURPOSE AND SUMMARY The Guest Services Associate (GSA) is dedicated to ensuring an exceptional experience for every guest. This position involves assisting guests, managing phone inquiries, and handling the check-in and check-out processes, including payment collection according to company policies. The GSA will also complete essential front office paperwork and adhere to safety and security protocols for both guests and staff. MAJOR / KEY JOB DUTIES Show a 100% commitment to providing the best possible guest experience. Respond to guest requests promptly and resolve issues through the Make it Right process, embodying ESA's service culture and treating guests and colleagues with respect and kindness. Process reservations, check ins, payments, and check outs in adherence to company procedures. Manage collection efforts for in-house balances, maintaining integrity of cash, credit card, and ledger accounts. Assist with the setup, maintenance, and takedown of breakfast services as required. Keep the work area behind the front desk, lobby, and guest common areas organized and clean as per company standards. Promote ESA's value to inquiries and convert them into reservations and occupied rooms. Collect relevant guest information and identify potential sales opportunities. Conduct periodic property tours to ensure compliance with brand standards. Provide reasonable accommodations to meet guest requests whenever possible. Follow all company policies and procedures, including safety regulations and proper reporting of safety and security issues. OTHER DUTIES Assist with maintaining overall hotel cleanliness, including the front desk, associate areas, and common spaces. Participate in cross-training for housekeeping and laundry as needed. Perform additional tasks as assigned by the management team. KNOWLEDGE, SKILLS, ABILITIES & COMPETENCIES Ability to communicate effectively in English with guests and team members. Proficient in property management system technology and able to perform audits when required. Understand safety rules and operating procedures. Capable of completing routine reports and correspondence. Basic arithmetic skills for handling transactions. Good judgment in managing guest-related issues. ENVIRONMENTAL JOB REQUIREMENTS Regularly remain stationary and navigate the hotel and parking areas. Occasionally access low areas and travel to heights safely. Push or pull carts and equipment weighing up to 50 pounds. Work periodically in varying weather conditions outside. Occasionally work in humid conditions and near moving parts or hazardous materials. Manage moderate to loud noise levels in the hotel environment. Travel occasionally to assist at other locations as needed. MINIMUM QUALIFICATIONS High school diploma or 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. We treat all applicants and associates equally in all employment matters without regard to race, color, religion, creed, sex, pregnancy, age, national origin, disability status, veteran status, genetic information, or any other characteristic protected by law.