Job Details

POSITION PURPOSE AND SUMMARY

The Guest Experience Specialist is dedicated to crafting unforgettable moments for every visitor. This role entails assisting guests with inquiries, managing the check-in and check-out process, and processing payments according to company standards. TheSpecialist also handles the daily front office paperwork and ensures compliance with safety and security protocols to safeguard both guests and team members.

MAJOR / KEY JOB DUTIES

• Exhibit a strong commitment to providing outstanding guest experiences.
• Respond promptly and efficiently to guest requests, ensuring thorough follow-up on all inquiries.
• Empowered to address guest concerns with respect and empathy, utilizing our service recovery framework.
• Effectively manage reservations, check-ins, payments, and departures while adhering to company policies and procedures.
• Oversee collections for outstanding balances from in-house guests and maintain accuracy in cash and credit transaction records.
• Prepare and manage the breakfast display, ensuring it is set up on time and maintained in a pristine condition.
• Keep the front desk, lobby, and guest areas organized and immaculate in accordance with company standards.
• Promote our brand to guests and strive to convert inquiries into successful bookings.
• Collect pertinent guest information following company guidelines to identify potential sales opportunities.
• Conduct property tours periodically to ensure compliance with brand standards.
• Fulfill guest requests whenever possible, providing helpful assistance.
• Adhere to all company policies, including key control and promptly reporting safety issues to management.

OTHER DUTIES

• Contribute to maintaining hotel cleanliness and assist with various tasks to keep communal areas in excellent condition.
• Engage in cross-training opportunities in housekeeping and laundry to provide additional support as needed.
• Take on additional responsibilities as assigned by management.

BENEFITS

• Weekly Pay!
• Competitive wages
• A supportive and engaging work environment
• Employee recognition programs
• Vision insurance
• 401(k) savings plan
• Employee Assistance Program (EAP)
• Discount perks to major companies

COMPENSATION

Compensation details for the advertised position are provided below. Please note that pay may vary based on factors such as role, experience, and location.

QUALIFICATIONS

• Fluent in English to communicate effectively with guests and vendors.
• Able to operate property management systems and carry out necessary audits.
• Understand and adhere to company safety and operational guidelines.
• Accurately complete routine paperwork and correspondence.
• Basic math skills for handling payments and transactions.
• Demonstrate good judgment and problem-solving abilities.
• Address guest concerns with professionalism and promptness.

MINIMUM QUALIFICATIONS

• High School Diploma or GED, or 1-3 months of relevant experience and/or training, or a combination of education and experience.

ESA Management, LLC is proud to be an Equal Opportunity Employer, dedicated to providing a discrimination-free workplace and treating all applicants and associates with dignity.