Customer Service Representative

POSITION SUMMARY

The Customer Service Representative (CSR) is dedicated to providing an exceptional guest experience. This role involves assisting guests at all times, managing phone inquiries, and overseeing guest check-ins and check-outs while ensuring compliance with company policies for payment processing. The CSR is also tasked with completing daily front office paperwork and upholding safety and security standards for guests and staff.

KEY RESPONSIBILITIES

• Exhibit a strong commitment to delivering top-notch service to all guests.
• Respond promptly to guest requests, utilizing the Make it Right process for issue resolution while adhering to our service culture.
• Process reservations, check-ins, payments, and check-outs accurately according to company guidelines.
• Manage collection of outstanding balances and maintain accurate records of cash, credit card, and city ledger accounts.
• Assist with breakfast setup, maintenance, and cleanup as needed.
• Keep the front desk area, lobby, and guest common areas well-organized and clean, following company standards.
• Promote the value of ESA to guests through telephone and face-to-face interactions, converting inquiries into reservations.
• Gather pertinent guest information according to established guidelines and identify potential sales opportunities.
• Conduct periodic property tours to ensure compliance with brand standards.
• Accommodate guest requests to the best of your ability and in a reasonable manner.
• Strictly adhere to all company policies, including key control and prompt reporting of safety and security concerns.

ADDITIONAL DUTIES

REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES

ENVIRONMENTAL REQUIREMENTS

MINIMUM QUALIFICATIONS

High school diploma or GED; or one to three months of related experience and / or training; or a combination of education and experience.

ESA Management, LLC is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.