Virtual Guest Service Rep FT-100012

POSITION PURPOSE AND SUMMARY

The On-Site Virtual Guest Service Representative (VGSR) position is responsible for responding to guest inquiries, resolving issues, and ensuring a positive virtual guest experience. This role involves providing top-notch assistance to guests, managing check-ins and check-outs in accordance with company guidelines, completing necessary front office functions, and assisting other associates onsite at the hotel. Additionally, the VGSR will manage high volumes of inbound and outbound calls, processing reservations, providing remote support, and addressing guest inquiries and issues through virtual communication channels. This is an onsite hotel guest services role supporting multiple hotels, requiring effective multitasking and high call volume management. Demonstrates and promotes a 100% commitment to providing great service and a great experience for guests and associates.

MAJOR / KEY JOB DUTIES

• Provides virtual assistance to guests for all requests, including processing reservations, registrations, payments, and departures with diligent follow-through, in accordance with company procedures.
• Handles walk-in reservations.
• Provides accurate information about hotel services, rates, room availability, and local area information.
• Collects all relevant guest information, identifies potential sales leads, and actively seeks opportunities to enhance guest experience and drive additional revenue.
• Resolves guest issues by applying the ESA service culture and treating all guests and associates with respect and kindness.
• Demonstrates a thorough understanding of the property management system, handles all shift reports, and performs audit functions when necessary.
• Maintains an organized and clean work area.
• Provides remote support to guests through various virtual channels, including email, chat, and other platform systems. Assists with virtual check-ins and troubleshooting any issues guests may encounter while interacting with the hotel remotely.
• Demonstrates proper telephone etiquette and presents a professional appearance.
• Communicates with incoming shift associates / management by logging pertinent information in the shift communication log.

SUPPLEMENTAL DUTIES FOR VIRTUAL ASSOCIATE (ON-SITE) DURING LOW ACTIVTY PERIODS

BENEFITS

Optional Employee Paid - Voluntary Benefits

Compensation

Pay range information for the position you are applying for is below.

Disclaimer : Compensation may vary based on role, level, experience, length of time in a position, and location. Candidates are not guaranteed to be at the high or low end of the compensation ranges presented. The Company complies with applicable federal, state, and local minimum wage requirements.

Pay ranges for the following states only :

California : $16.50 - $23.00

Colorado : $16.00 - $19.00

Illinois : $16.00 - $19.00

Minnesota : $16.00 - $19.00

New Jersey : $16.00 - $23.22

Washington : $16.66 - $21.10

Whitestone, NY : $19.17 - $20.52

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.

KNOWLEDGE, SKILLS, ABILITIES & COMPETENCIES

ENVIRONMENTAL JOB REQUIREMENTS

MINIMUM QUALIFICATIONS

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.

PREFERRED QUALIFICATIONS