About the position
Guest Service Representatives are often the first in-person contact for hotel guests and support the realized and unrealized needs of guests throughout the hospitality experience. Serving as a brand liaison, Guest Service Representatives are engaging, attentive, service-oriented, and take a creative approach to problem solving. The primary responsibility of a Guest Service Representative is to deliver and exceed guest expectations, execute brand service standards, resolve challenges, and maintain excellent communication with guests, peers, and supervisors. In this role, you will welcome arriving guests and complete the hotel's arrival/check-in experience, ensuring special requests are fulfilled and accurate information is received. You will engage in purposeful communication and build rapport with guests, creating an open dialogue to uncover guest expectations and unrealized needs. Effectively engaging with guests through phone or electronic communication consistent with hotel brand standards is essential to ensure guest satisfaction. Additionally, you will promote hotel brand loyalty programs, encourage guest participation, and offer special rate packages and upgrades when appropriate. Effective communication with hotel departments is crucial to ensure timely and accurate delivery of guest expectations, fulfillment of needs, and challenge resolution. Listening to guests and empathizing with their challenges is a key part of the role, and when necessary, you will solicit guest feedback and act on guests' concerns. Always maintaining professionalism consistent with hotel brand and company expectations is vital. You will also need to know and communicate hotel emergency procedures and inform and assist guests in emergencies. Lastly, if applicable, you will maintain balance and security of the house bank and accurately log all transactions.
Responsibilities
- Welcome arriving guests and complete the hotel's arrival/check-in experience, ensuring special requests are fulfilled and accurate information is received.
- Engage in purposeful communication and build rapport with guests, creating an open dialogue to uncover guest expectations and unrealized needs.
- Effectively engage with guests through phone or electronic communication consistent with hotel brand standards to ensure guest satisfaction.
- Promote hotel brand loyalty programs, encourage guest participation, and offer special rate packages and upgrades when appropriate.
- Effectively communicate with hotel departments to ensure timely and accurate delivery of guest expectations, fulfillment of needs, and challenge resolution.
- Listen to guests and empathize with their challenges.
- Solicit guest feedback and act on guests' concerns when necessary.
- Maintain professionalism consistent with hotel brand and company expectations.
- Know and communicate hotel emergency procedures; inform and assist guests in emergencies.
- Maintain balance and security of house bank and accurately log all transactions if applicable.
Requirements
- 2+ years of customer service experience, preferably in Hospitality or related industry.
- High School diploma or equivalency education certificate required.
- Excellent verbal and written communication skills.
- Must be able to speak, read, and write in primary language used in the workplace.
- Ability to stand and walk frequently throughout the workday for 8+ hours per day.
- Ability to lift, lower, and maneuver up to 30 pounds occasionally.
Benefits
- Insurance enrollment available from DAY 1!
- Paid time off available from DAY 1!
- Holiday pay available from DAY 1!
- 401(k) enrollment after 30 days!
- Hotel and travel discounts at worldwide destinations!
- Professional development and promotion opportunities!
