Guest Experience Associate - Day-1 Benefits & Growth

AC Hotel Ann Arbor Downtown; Ann Arbor (MI); On-site; USD 26,000 - 38,000; Full time

Benefits offered by this job

Insurance enrollment from DAY 1

Paid time off from DAY 1

Holiday pay from DAY 1

401(k) enrollment after 30 days

Hotel and travel discounts

Professional development and promotion

Job summary

AC Hotel Ann Arbor Downtown is seeking a Guest Service Representative to be the first contact for guests, delivering the brand standards and outstanding service throughout the stay.

You will welcome arrivals, assist with check-in, promote loyalty programs, and coordinate with hotel departments to ensure guest satisfaction. The role emphasizes communication, problem solving, and a professional demeanor consistent with First Hospitality’s standards.

Qualifications

• 2+ years of customer service experience, preferably in Hospitality or related industry.
• 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

Customer service

Verbal communication

Written communication

Professionalism

Education

High School diploma

Equivalency education

Job description

AC Hotel Ann Arbor Downtown is seeking a Guest Service Representative to be the first contact for guests, delivering the brand standards and outstanding service throughout the stay.

You will welcome arrivals, assist with check-in, promote loyalty programs, and coordinate with hotel departments to ensure guest satisfaction. The role emphasizes communication, problem solving, and a professional demeanor consistent with First Hospitality’s standards.