Job Details

POSITION PURPOSE AND SUMMARY

The Guest Experience Associate ("GEA") is passionate about delivering an outstanding experience for all guests. This role involves providing assistance to guests, managing inquiries, checking guests in and out, and processing payments according to company procedures. The GEA also ensures that all front office paperwork is completed accurately and follows safety and security protocols for both guests and team members.

MAJOR / KEY JOB DUTIES

• Commit to providing an exceptional guest experience at all times.
• Assist guests with requests and troubleshoot any issues swiftly and effectively.
• Resolve guest concerns through the Make it Right process while embodying ESA's service culture with respect and kindness.
• Manage reservations, registrations, payments, and departures in accordance with company policies.
• Handle all in-house balance collections, maintaining accurate cash, credit card, and ledger accounts.
• Prepare and present the breakfast display efficiently and maintain its upkeep.
• Ensure cleanliness and organization of the work area, lobby, and common guest areas per company standards.
• Promote ESA's benefits to potential guests and convert inquiries into bookings.
• Collect relevant guest information and identify sales opportunities while adhering to guidelines.
• Conduct property tours to verify compliance with brand standards.
• Assist guests with accommodations based on their individual requests.
• Adhere strictly to all company policies including key control and promptly report any safety or security issues.

OTHER DUTIES

• Support overall hotel cleanliness by assisting in the cleaning of areas such as the front desk, breakroom, guest laundry, fitness room, and common spaces.
• Participate in cross-training for housekeeping and laundry tasks as needed.
• Complete additional tasks as assigned by management.

BENEFITS

• Weekly Pay!
• Competitive Wages
• Supportive Work Environment
• Employee Recognition Programs
• Vision Insurance
• 401(k) Savings Plan
• Employee Assistance Program (EAP)
• Employee Perks Program providing discounts at major companies

KNOWLEDGE, SKILLS, ABILITIES & COMPETENCIES

• Proficient in English for effective interaction with guests, associates, and vendors.
• Experience with property management system technology and the ability to manage shift reports and audits.
• Ability to understand and follow procedural documents including safety rules and maintenance practices.
• Competent in completing routine reports and correspondence.
• Adept in basic arithmetic with whole numbers, fractions, and decimals.
• Exhibit sound judgment in all situations.
• Skilled in managing and resolving guest-related issues effectively.

MINIMUM QUALIFICATIONS

• High School Diploma or General Education Degree (GED); or one to three months of related experience/training; or an equivalent combination of education and experience.

ESA Management, LLC is an Equal Opportunity Employer, dedicated to treating all applicants and associates with respect and fairness, regardless of race, color, religion, sex, age, national origin, disability status, or other protected characteristics.