Guest Experience Agent — Front Desk & Guest Care

Residence-Inn-By-Marriott-0964fef8; Ann Arbor (MI); On-site; USD 28,000 - 36,000; Full time

Benefits offered by this job

Employee discounts

Job summary

First Hospitality seeks a Guest Service Representative for the Residence Inn by Marriott in Ann Arbor, MI. You will be the welcoming face for guests, handling arrival/check-in, fulfilling requests, and upholding brand service standards.

We value 2+ years of customer service in hospitality, a high school diploma, and excellent verbal and written communication. This role emphasizes guest satisfaction, collaboration with hotel departments, and adherence to safety procedures.

Qualifications

• 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.

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. When necessary, solicit guest feedback and act on guests concerns.
• Always maintain professionalism consistent with hotel brand and company expectations.
• Know and communicate hotel emergency procedures; inform and assist guests in emergencies.
• Use hotel communication log and verbal or electronic means to notify fellow associates and/or supervisors of pertinent information.
• If applicable, maintain balance and security of house bank and accurately log all transactions.

Skills

Communication skills

Customer service

Education

High School diploma

Job description

First Hospitality seeks a Guest Service Representative for the Residence Inn by Marriott in Ann Arbor, MI. You will be the welcoming face for guests, handling arrival/check-in, fulfilling requests, and upholding brand service standards.

We value 2+ years of customer service in hospitality, a high school diploma, and excellent verbal and written communication. This role emphasizes guest satisfaction, collaboration with hotel departments, and adherence to safety procedures.