Guest Experience Associate — Hotel Front Desk

voco Chicago Downtown/Holiday Inn Chicago Dwtn - Wolf Point; Chicago (IL); On-site; USD 32,000 - 42,000; Full time

Benefits offered by this job

Insurance from Day 1

Paid time off from Day 1

Holiday pay from Day 1

401(k) after 30 days

Discounts on hotel and travel

Professional development opportunities

Job summary

First Hospitality in Chicago seeks a Guest Service Representative to greet guests, check-in, and uphold brand standards throughout the hospitality experience.

You will engage guests, promote loyalty programs, and coordinate with hotel departments to ensure timely delivery of services. The role emphasizes excellent communication, problem solving, and maintaining a welcoming environment for guests.

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 arrival/check-in experience, ensuring requests are fulfilled and information is accurate.
• Engage in purposeful communication and build rapport with guests to uncover expectations and needs.
• Interact with guests via phone or electronic channels consistent with brand standards to ensure satisfaction.
• Promote loyalty programs and offer packages and upgrades when appropriate.
• Coordinate with hotel departments to deliver timely fulfillment of guest needs and resolve issues.
• Listen to guests, empathize, and address concerns with professionalism.
• Maintain professionalism aligned with brand and company expectations.
• Know hotel emergency procedures and assist guests in emergencies.
• Use the hotel log to notify colleagues of pertinent information.
• If applicable, manage balance and security of house bank and log transactions.

Skills

Customer service

Communication skills

Verbal communication

Written communication

Education

High School diploma or equivalent

Job description

First Hospitality in Chicago seeks a Guest Service Representative to greet guests, check-in, and uphold brand standards throughout the hospitality experience.

You will engage guests, promote loyalty programs, and coordinate with hotel departments to ensure timely delivery of services. The role emphasizes excellent communication, problem solving, and maintaining a welcoming environment for guests.