Job Details

POSITION PURPOSE AND SUMMARY

Join our team as a Client Services Associate (CSA), where your primary goal will be to ensure every guest enjoys a memorable experience. The CSA is essential in assisting guests, answering inquiries, and efficiently managing check-ins and check-outs, allwhile adhering to company guidelines. In this role, you will also handle necessary front office paperwork and ensure compliance with safety and security standards for both guests and associates.

MAJOR / KEY JOB DUTIES

• Commit to delivering exceptional service and a positive experience for every guest.
• Respond promptly to guest requests, following through diligently and using the Make it Right process to resolve any issues.
• Manage reservations, registrations, payments, and departures in line with company protocols.
• Handle collection efforts for all in-house balances and maintain accurate records of cash and credit accounts.
• Assist with breakfast setup and maintenance as needed throughout the day.
• Keep the work area at the front desk and lobby organized and pristine, aligned with company standards.
• Promote the value of our services to potential guests and convert inquiries into reservations.
• Gather relevant guest information to identify sales opportunities and leads.
• Conduct property tours regularly to ensure brand standards are met.
• Provide reasonable accommodations to guest requests whenever possible.
• Adhere strictly to company policies, including safety protocols and key control measures, and report any safety or security concerns immediately.

OTHER DUTIES

• Contribute to the overall cleanliness and upkeep of various hotel areas, including the front desk and common areas.
• Participate in cross-training for housekeeping and laundry assistance as needed.
• Complete additional tasks as assigned by management.

KNOWLEDGE, SKILLS, ABILITIES & COMPETENCIES

• Effective communication in English to interact with guests, associates, and vendors.
• Proficient in operating property management systems and performing necessary reports and audits.
• Ability to understand and comply with safety rules, operating instructions, and procedural manuals.
• Execute routine reports and correspondence accurately.
• Strong mathematical skills: addition, subtraction, multiplication, and division in various units of measure.
• Demonstrated good judgment and problem-solving abilities.
• Capability to address and resolve guest-related issues efficiently.

ENVIRONMENTAL JOB REQUIREMENTS

• Regularly required to stay stationary and navigate various areas of the hotel and parking lot.
• Occasionally may need to access low areas and traverse heights safely.
• Ability to push and/or pull equipment and carts weighing up to 50 pounds.
• Work in varying outdoor weather conditions and periodically deal with wet or humid environments and varying noise levels.
• May occasionally be exposed to moving mechanical parts and presence of fumes or airborne particles.
• Occasional travel to assist at nearby locations may be required.

MINIMUM QUALIFICATIONS

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

ESA Management, LLC is an Equal Opportunity Employer. We treat all applicants and associates fairly, without discrimination based on race, color, religion, creed, sex, pregnancy, age, national origin, disability, veteran status, genetic information, or any other protected characteristic.