Guest Service Representative

The Guest Services Representative (“GSR”) position must demonstrate and promote a strong commitment to providing the best possible experience for our guests. The position is responsible for assisting guests at all times, answering phones, and checking in and checking guests 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.

• 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, maintenance and takedown of breakfast when required by time of day.

• 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 provided 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 accommodations 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.

• 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.

• 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.

• 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.

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.

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